Location: Northeast, Monguno

Duration: 6 months (July-December) with possible extension

Responsibilities

• Support the setup and management of the Complaints and Feedback Mechanism (CFM) in target communities, ensuring accessibility, confidentiality, and responsiveness.
• Operate and monitor CFM channels such as help desks, suggestion boxes, toll-free lines, and in-person reporting systems during activity implementation and distributions.
• Receive, document, and follow up on feedback and complaints in accordance with the project’s accountability framework and referral procedures.
• Work closely with community structures (e.g., PMCs, LPCs, and CMCs) to raise awareness about the right to give feedback and the availability of CFM services.
• Support the timely referral of sensitive protection-related cases (e.g., GBV, SEA, safeguarding) to relevant protection actors through established pathways.
• Contribute to feedback trend analysis to inform program adaptation and conflict-sensitive responses, particularly in agriculture, income generation, and nutrition interventions.
• Ensure CFM tools and practices are gender-sensitive, culturally appropriate, and inclusive of persons with disabilities, IDPs, and marginalized groups.
• Participate in participatory planning meetings and community reflection sessions to support inclusive decision-making and responsiveness to community priorities.
• Prepare weekly and monthly summaries of complaints, feedback, and action taken, and share with the MEAL Team as required

• Maintain a safe, respectful, and neutral approach when dealing with all feedback providers.

Requirements

• Diploma or degree in Social Work, Statistics, Development Studies, Communications, or a related field.
• At least 1–2 years of experience in humanitarian accountability, community feedback handling, or protection-related roles.
• Familiarity with safeguarding, protection and referral procedures.
• Strong interpersonal, listening, and communication skills with demonstrated ability to engage respectfully with diverse groups.
• Ability to manage sensitive data with confidentiality and professionalism.
• Basic skills in data entry, report writing, and using digital or paper-based tracking tools.
• Fluency in English and local languages (e.g., Hausa, Kanuri) is required.
• Commitment to humanitarian principles, accountability to affected populations, and gender and social inclusion.

Skills:

• Flexible and adaptability;
• Interpersonal and cross-cultural sensitive;
• Able to work under pressure and with strict deadlines;

Behaviour & Attitude:

• Able to work in a sometimes fluid and insecure environment.

Special Conditions:

• Frequent travel to in-field locations within the programme area, and to other SGDI programme locations, and stay with the project implementation team for further guidance and support.