Qualifications & Experience

• Minimum of 2–3 years of proven experience in accountability, feedback, or complaints mechanisms within humanitarian or development contexts.
  
• Previous experience working with NGOs.
  
• Experience implementing feedback and complaints mechanisms in humanitarian emergencies.
  
• Demonstrated understanding of Accountability to Affected Populations (AAP), HAP standards, Do No Harm, and related global frameworks.
  
• Experience in developing, managing, or supporting complaint reporting systems.
  
• Strong ethical standards, confidentiality, and cultural sensitivity.
  
• Ability to build collaborative relationships with communities and beneficiaries.
  
• Proficiency in English, Hausa, and Kanuri (spoken and written).
  

• Register, document, and track all complaints and feedback received from beneficiaries and non-beneficiaries during distributions, community outreach activities, and through toll-free lines.
  
• Answer and manage calls received through the FRAD toll-free line, ensuring professionalism, confidentiality, and empathy.
  
• Ensure that all complaints are acknowledged, assessed, and responded to in a timely and appropriate manner.
  
• Provide clear and respectful feedback to complainants once complaints are resolved.
  
• Ensure toll-free lines and feedback channels remain functional and accessible.
  
• Maintain accurate and up-to-date FCRM records and databases, ensuring proper documentation and secure storage of sensitive information.
  
• Aggregate and analyze FCRM data, including complaints received, investigated, resolved, and pending.
  
• Prepare clear summaries and trend analysis of complaints and feedback for monthly and quarterly programme review meetings and reports.
  
• Support the M&E Officer in ensuring the integrity, confidentiality, and quality of FCRM data.
  
• Support community mobilization through awareness campaigns, community meetings, and focus group discussions to promote inclusive participation in project planning and implementation.
  
• Ensure participation of women, youth, persons with disabilities, and other marginalized groups.
  
• Support community-based structures and act as a liaison between FRAD, community leaders, and beneficiaries.
  
• Ensure timely, culturally appropriate communication of project goals, activities, and feedback mechanisms.
  
• Support the development and dissemination of IEC materials in local languages.
  
• Ensure beneficiaries are treated with respect and dignity at all times.
  
• Promote and uphold FRAD’s commitments to PSEA, Child Safeguarding, Code of Ethics, and Code of Conduct.
  
• Ensure confidential and safe handling of sensitive complaints, particularly those related to protection and safeguarding.
  
• Support programme teams in strengthening accountability and community engagement practices across all interventions.