Community & Feedback Mechanism Assistants at Damnaish Human Capacity Building Initiative (DHCBI)

Damnaish Human Capacity Building Initiative (DHCBI) is a Humanitarian Non-Governmental Organization, founded in 2014 and incorporated with the Nigerian Government (Corporate Affairs Commission) in 2015 (CAC/IT/No 83231) to provide humanitarian assistance, in terms of emergency and Capacity building, social development and empowerment to eradication poverty and the fear of want. It has since its inception, been strategizing, collaborating, and interfacing with relevant stakeholders toward enhancing the individual’s ability to break free from poverty or bounce back in times of crisis.

Our society has over the years been bedeviled by insecurity, poverty, illiteracy, disease, hunger, malnutrition, lack of access to clean, water bad sanitation, human rights abuses environmental degradation as well a lack of economic opportunities, making it possible for the humanitarian crisis to thrive. DHCBI, therefore, has tailored its humanitarian services to building or restoring the capacity of individuals and communities towards rapid and quick recovery by supporting livelihoods and sustainable basic services through some articulated programs.

We are recruiting to fill the position below:

Job Title: Community & Feedback Mechanism Assistant

Location: Konduga LGA, Borno
Job Type: Full-Time (Onsite)
Number of roles: 10
Duration: October to December 2025 with subject to extension based on performance

Job Purpose

• The Community Feedback and Accountability Assistant will support the implementation and management of an effective Complaints and Feedback Mechanism (CFM) within the project areas.
• This role ensures that affected populations have access to safe, confidential, and accessible channels through which they can raise concerns, complaints, and feedback regarding project activities and service delivery.
• Working under the supervision of the Gender, Protection and AAP Officer, the post holder will coordinate closely with program teams across both WFP and UNICEF projects and other stakeholders to ensure the integrity of information received, timely referral and resolution of issues, and that community voices inform and improve programming.

Specific Responsibilities
Under the direct supervision of the Gender, Protection and AAP Officer, the CFM Assistant will be responsible for:
Complaints and Feedback Management:

• Receive, document, and manage complaints and feedback from community members regarding project activities using established channels such as MODA and SUGAR CRM platforms.
• Ensure timely and accurate logging of complaints and feedback in the CRM database, categorising issues based on urgency, sensitivity, and thematic area.
• Ensure strict confidentiality and protection of sensitive information throughout the feedback process in accordance with data protection and safeguarding standards.

System Development and Coordination:

• Support the roll-out of Standard Operating Procedures (SOPs) for complaint management to ensure consistent application of policies and prompt action, such as Community Complaints Management Committees
• Work with community stakeholders to strengthen awareness and trust in the CFM, ensuring accessibility and inclusiveness for women, children, persons with disabilities, and other vulnerable groups.

Data Management and Reporting:

• Maintain and update the CRM database to ensure completeness, accuracy, and integrity of recorded complaints and responses.
• Aggregate complaint trends and feedback issues, producing monthly and quarterly analytical reports to guide program improvements and strategic planning.
• Contribute to internal learning by documenting recurring complaints, community concerns, and examples of positive feedback.

Accountability and Learning:

• Provide regular feedback to complainants, ensuring they are informed about the status and outcome of their complaints transparently and respectfully.
• Follow up with program teams and operations units to ensure swift and effective responses to issues raised by the community.
• Participate in periodic reviews of the CFM to assess its effectiveness and recommend areas for improvement based on feedback trends.

Community Engagement and Awareness:

• Conduct awareness sessions with community members on their rights to access information, express concerns, and provide feedback on the services they receive.
• Support staff and field teams to understand their roles and responsibilities in promoting accountability to affected populations.
• Work closely with community focal points and leaders to encourage participation in feedback systems and facilitate inclusive dialogue.

Referrals and Protection Support:

• Assist individuals with accessing relevant services by facilitating timely and appropriate referrals to protection, health, nutrition, and other service providers.
• Ensure that all referrals are documented, tracked, and followed up to confirm services were received and beneficiary needs addressed.

Support for Monitoring and Evaluation:

• Contribute to the identification of success stories and case studies that reflect the impact of the feedback mechanism and community participation.
• Ensure that all documents, reports, and data related to complaints and feedback are handled with a high level of confidentiality and stored securely.
• Uphold ethical standards and safeguarding principles in all interactions with community members and during information handling.

Prevention of Sexual Exploitation and Abuse:

• DHCBI actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards within DHCBI and amongst beneficiaries.

Requirements

• Candidates should possess a Bachelor's Degree / HND / NCE / OND with 3 years of experience.

Application Closing Date
13th October, 2025.

How to Apply
Interested and qualified candidates should send their CV and Cover Letter as one (1) PDF document to: recruitment@dhcbi.org using the Job Title as the subject of the mail.

Note

• Please note that DHCBI will not request for any monetary payments from applicants at any stage of the recruitment process.
• DHCBI is an Equal Opportunity Employer. DHCBI considers all applicants on the basis of merit without prejudice to race, sexual orientation, religion, disability, age, colour, national origin, marital status, or veteran status.
• We uphold the Humanitarian Principles: humanity, neutrality, impartiality, and operational independence.