Complaints and Feedback Mechanism (CFM) Assistant at Center for Advocacy Transparency and Accountability Initiative (CATAI)

Center for Advocacy, Transparency, and Accountability Initiative (CATAI), founded in 2018, is a registered NGO with a head office in Maiduguri, Borno State, with offices across Yobe and Adamawa states. We have been visible in Borno, Adamawa, and Yobe states implementing projects in education, protection (child/GBV), WaSH, nutrition, empowerment/livelihood, governance, and peacebuilding.

Our approach is aligned with our mission to enhance service delivery and empower citizens through our humanitarian, development, and peacebuilding nexus (HDP). CATAI is dedicated to enhancing service delivery through citizen empowerment. Its mission is to promote a just society across all regions in Nigeria through advocacy, research, impact, and innovation, focusing on institutional reforms, capacity building, and citizen empowerment. By creating platforms for dialogue, enabling informed debates, and building citizen capacity, CATAI strengthens local communities, allowing individuals to act as catalysts for addressing societal issues. The organization is committed to advocating for and promoting quality education, particularly for girls in marginalized communities, and utilizing technological means to enhance children’s productivity through knowledge acquisition.

CATAI provides marginalized and vulnerable communities with resources to amplify their voices independently and with integrity. It also promotes social, economic, and environmental progress to enhance democratic governance, citizen participation, and civic engagement.

We are recruiting to fill the position below:

Job Title: Complaints and Feedback Mechanism (CFM) Assistant

Location: Ngala, Borno
Employment Type: Full-time
Department: MEAL / Accountability
Reports To: MEAL Officer / CFM Officer
Supervises: CFM Volunteers

Job Purpose

• The CFM Assistant supports the implementation and management of CATAI’s Complaints and Feedback Mechanism to ensure accountability to affected populations (AAP).
• The role ensures that complaints and feedback from beneficiaries and stakeholders are received, documented, processed, and responded to in a timely, confidential, and ethical manner.

Key Responsibilities
CFM Implementation & Case Management:

• Receive complaints and feedback through multiple channels (hotline, helpdesk, suggestion boxes, community meetings).
• Register and document all feedback in the CFM database/logbook.
• Categorize complaints (sensitive/non-sensitive) and escalate accordingly.
• Ensure timely referral and follow-up of cases to relevant departments.
• Track and update case status until closure.

Accountability to Affected Populations (AAP):

• Support the rollout of CFM systems across project locations.
• Ensure communities are aware of available feedback channels.
• Promote safe, inclusive, and accessible reporting mechanisms.
• Support PSEA-related reporting pathways in line with policy.

Data Management & Reporting:

• Maintain accurate, confidential, and up-to-date records of all complaints and feedback.
• Compile weekly and monthly CFM reports.
• Analyze trends and share insights to inform program improvement.
• Ensure data protection and confidentiality standards are upheld.

Community Engagement & Sensitization:

• Conduct community sensitization on rights, entitlements, and complaint mechanisms.
• Work closely with community leaders, CHVs, and project staff to strengthen trust.
• Support feedback sessions and community dialogue meetings.

Supervision & Capacity Building:

• Support training and supervision of CFM Volunteers.
• Provide guidance on proper documentation and ethical handling of complaints.
• Monitor volunteer performance and provide feedback.

Coordination:

• Work closely with MEAL, Protection, and Program teams.
• Participate in internal and external coordination meetings where required.
• Ensure alignment with donor requirements (NHF, UNICEF, INGO standards).

Qualifications and Experience

• Minimum of Diploma or Degree in Social Sciences, Development Studies, or related field.
• 2–3 years’ experience in accountability, MEAL, protection, or humanitarian programming.
• Experience working with complaint mechanisms or community engagement is an added advantage.

Core Competencies:

• Strong communication and interpersonal skills
• High level of integrity and confidentiality
• Good data management and reporting skills
• Knowledge of PSEA and safeguarding principles
• Ability to handle sensitive information professionally
• Fluency in English and local language(s)
• Trustworthy and respectful
• Willingness to learn and support community members
• Fluency in local language(s); Fluent in English is an advantage
• Must adhere to CATAI Code of Conduct, Child Safeguarding, and PSEA policies
• Female candidates are strongly encouraged to apply
• Zero tolerance for abuse, exploitation, and harassment.

Application Closing Date
30th March, 2026.

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

Policy Statements

• Center for Advocacy Transparency and Accountability Initiative (CATAI) operates in an equal opportunity environment and has policies that actively encourage gender equality, diversity and social inclusion, Child Safeguarding, Adolescents and Youth Initiatives, PSEA, and does not condole GBV, VAC and Fraud.