CFM Assistant at ZOA International

ZOA, as an international NGO, supporting vulnerable people affected by violence, conflicts, or
natural disasters by helping them to realize dignified and resilient lives. Together, we can come to
their aid in emergencies and remain faithful to communities as they recover – providing new
opportunities for them to help themselves again. The work of ZOA is coordinated from the
Netherlands. We are active in multiple countries in Africa, South America, the Middle East Region,
and Asia. We work with approximately 900 employees worldwide and with (local) partners.

We are recruiting to fill the position below:

Job Title: CFM Assistant

Location: Bama, Borno
Employment Type: Contract
Cntract Duration:  Fix Term – One Year ( Renewable position based on the need)
Workhours: Full-time

ZOA’s Programme in Nigeria

• ZOA has been working in Borno State in Nigeria since 2016, especially in 10 LGAs in Borno State and 3 LGAs in Yobe State.
• We reach out to the internally displaced persons and vulnerable host communities with emergency humanitarian & early recovery assistance to meet their needs. ZOA Nigeria focuses on Food Security & Livelihoods, WaSH, Education.
• Position is opened for National Candidates.

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

Requirements

• Diploma or degree in Social Work, 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 ZOA programme locations, and stay with the project implementation team for further guidance and support.

Salary And Other Terms of Employment

• Attractive and Negotiable.

Application Closing Date
26th June, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• If you have questions about this vacancy, you can contact Musa Yaro, Office Manager, via email: recruitment.nigeria@zoa.ngo
• ZOA operates with an equal opportunities policy and is committed to diversity in the workplace.
• Qualified women and men, and cultural backgrounds, and candidates with disabilities are welcome to apply.
• CV’s of no more than 4-5 pages in length are appreciated.
• ZOA is committed to building a diverse and inclusive team and strongly encourage applications from qualified female candidates and persons with disabilities.
• Please provide at least 3 references related to your previous employment listed in the application. References of previous positions held should not be older than five years.
• Please note that ZOA carries out background and reference checks (including COTER) for all candidates as part of the recruitment process. As ZOA participates in the Inter-Agency Misconduct Disclosure Scheme, all reference checks include a written questionnaire: the “Statement of Conduct”, which will be sent to past employers regarding Misconduct (such as sexual exploitation, abuse or harassment).