Feedback, Complaints and Response Mechanism (FCRM) Officer at Borno Women Development Initiative (BOWDI)

Borno Women Development Initiative (BOWDI) is a women-led, registered Non-Governmental, Non-Profit Organization with its head office located in Borno State, Nigeria. BOWDI has been active in Humanitarian and Development activities in the Northeast, especially in education, peace-building, advocacy, food security, livelihood, and protection.

We are recruiting to fill the position below:

Job Title: Feedback, Complaints and Response Mechanism (FCRM) Officer

Location: Borno

Job Summary

• The purpose of the Feedback, Complaints, and Response Mechanism (FCRM) Officer role is to support the assessment and implementation of accountability mechanisms at the area office level, particularly in locations where BOWDI is implementing programs.
• The FCRM Officer will work closely with the FCRM Coordinator and the Monitoring and Evaluation (M&E) Manager to ensure the effective day-to-day implementation of the complaints and beneficiary feedback mechanism strategy.

Generic Responsibilities

• Adhere to BOWDI policies, tools, handbooks and guidelines
• Assist with the implementation of the support function portfolio according to plan of action
• Prepare and develop status reports as required by management
• Ensure proper filing of documents
• Promote and share ideas for improvement of the support function.

Specific responsibilities:

• Under the guidance of the Head of Programme and the CFM Coordinator, the selected candidate is responsible for data collection on accountability mechanisms (situation analysis);
• Assess existing community capacity and mechanisms that can be used to set up/strengthen/adapt BOWDI’s information sharing processes, complaints and feedbacks for the Area Offices level;
• Assist in the implementation of actions points accruing from the country CFM assessment (baseline);
• Assist the Head of programme, M&E Manager and programme staff in capturing and storing complaints and feedbacks; lessons learned and good practices for effective knowledge management;
• Using a consolidated database, assist in monitoring and compiling field offices/Core competency CFM reports according to BOWDI standards;
• Support the CFM coordinator to produce customized dashboards for reporting;
• Provide timely reports to the CFM coordinator, M&E Manager and Head of Programme.

Competencies:
Professional competencies:

• These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies:

• At least 3 years’ experience from working in a humanitarian/recovery context on accountability
• Documented experience on data collection/ analysis tools including Excel, Kobo/CSpro/ODK. 
• Documented results related to the position’s responsibilities
• Good command of English, other languages is an asset.

Behavioural competencies:

• Handling insecure environment
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect.

Eligibility:

• Kindly read the job description and criteria of the position you are applying and ensure you meet the job requirement.

Application Closing Date
19th June, 2025.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note

• Female candidates are highly recommended to apply.
• Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.