Complaints and Feedback Mechanism (CFM) Assistant at Sahei Gender Development Initiative

Sahei Gender Development Initiative, was formally known and called Sanitation and hygiene education initiative (SGDI). The organization is a Nigerian non-governmental and not-for-profit making organization incorporated with the Corporate Affairs Commission (CAC) in November 2014. It is an organization that facilitates, advocates, and raises awareness for access to improved services among vulnerable individuals. The organization focuses in the areas of WASH, Protection/GBV, Empowerment/livelihood, Waste Management, Health/Nutrition, Climate Change and Peace Building. The organization has experienced staff that are equipped with knowledge, skills to response when the need arises. The organizations staff can work all over the liberated LGAs of Borno State.

The organization was established to promote well-being of individuals and alleviate the suffering of conflict affected people and the vulnerable groups of people in Northeastern Nigeria. In pursuit of its mission, the Organization works with partners to execute programs aimed at improving the livelihood and living standards of vulnerable children, women and girls, men, widows, internally displaced persons, and persons living with disabilities.

We are recruiting to fill the position below:

Job Title: Complaints and Feedback Mechanism (CFM) Assistant

Location: Monguno, Borno
Job type: Contract
Duration: 9 months 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.

Application Closing Date
25th July, 2025.