Protection / Community Feedback Mechanism (CFM) Assistant at Grassroot Life Saving Outreach - LESGO

Grassroots Lifesaving Outreach (LESGO) is an impartial, neutral and independent Non-Governmental Organization whose mission exclusively established to promote life in underserved communities through empowering communities to know and protect lives including their environment towards ensuring safe habitation through participatory methodology. Established in Grassroots Lifesaving Outreach was established in 2010 but was incorporated in the year 2011 with the Corporate Affairs Commission (CAC). LESGO exists to partner with government and relevant agencies to promote and strengthen humanitarian law and a universal principle that seeks to honor the dignity of mankind with support and believe that Life is worth living and living well.

We are recruiting to fill the position below:

Job Title: Protection / Community Feedback Mechanism (CFM) Assistant

Locations: Lamurde, Numan and Yola North, Adamawa
Employment Type: Full Time
Duration: 6 months

Position Summary

• The Protection/Community Feedback Mechanism (CFM) Officer will support the implementation of project protection activities by identifying, documenting, referring, and following up on protection concerns while ensuring the effective management of the Community Feedback Mechanism (CFM).
• The position holder will promote Accountability to Affected Populations (AAP) by ensuring beneficiaries have safe, accessible, confidential, and responsive channels to provide feedback and lodge complaints.
• The Officer will manage suggestion boxes, toll-free call lines, help desks, and other approved feedback channels, ensuring that all complaints are appropriately investigated, documented, resolved, and closed in accordance with organizational policies, safeguarding standards, and donor requirements.

Key Responsibilities
The Protection/Community Feedback Mechanism (CFM) Officer shall be responsible for, but not limited to, the following:
Protection Case Identification and Referral:

• Identify, receive, assess, and document protection concerns reported by beneficiaries and community members.
• Conduct initial assessments and facilitate timely referrals to appropriate service providers using established referral pathways.
• Follow up on referred cases to ensure beneficiaries receive appropriate assistance and services.
• Monitor protection trends and emerging risks and promptly report concerns to the Project Manager.
• Maintain confidential protection records in accordance with organizational data protection and safeguarding standards.

Community Feedback Mechanism (CFM) Management:

• Manage the Community Feedback Mechanism (CFM), ensuring beneficiaries have safe, accessible, and confidential channels to provide feedback and lodge complaints.
• Regularly collect and document feedback from suggestion boxes, toll-free telephone lines, help desks, community meetings, and other approved channels.
• Maintain accurate call logs, complaint registers, and feedback databases.
• Register, categorize, track, investigate, and monitor all complaints until they are resolved and formally closed.
• Ensure complainants receive timely acknowledgement and feedback on actions taken.

Accountability and Safeguarding:

• Promote Accountability to Affected Populations (AAP) by ensuring communities understand project objectives, beneficiary selection criteria, entitlements, and available complaint mechanisms.
• Conduct awareness sessions on safeguarding, PSEA, beneficiary rights, complaint procedures, and available referral services.
• Immediately report and escalate sensitive cases involving PSEA/SEAH, fraud, corruption, GBV, child protection, or other safeguarding concerns in accordance with organizational procedures.
• Ensure the inclusion and protection of vulnerable groups throughout project implementation.

Reporting, Documentation, and Analysis:

• Prepare accurate weekly, monthly, and incident reports on protection concerns, complaints, referrals, feedback trends, and case resolution.
• Analyze complaints and feedback data to identify recurring issues and recommend corrective actions to improve project implementation.
• Maintain secure electronic and hard-copy filing systems for all protection and CFM records.

Coordination and Collaboration:

• Coordinate with project staff, community leaders, government agencies, referral partners, and other stakeholders to strengthen protection and accountability systems.
• Support community engagement activities, post-distribution monitoring (PDM), beneficiary verification, and project assessments.
• Participate in coordination meetings, project reviews, and learning sessions.

Compliance and Other Responsibilities:

• Ensure compliance with organizational policies, donor requirements, safeguarding standards, humanitarian principles, and data protection regulations.
• Represent the organization professionally in all interactions with beneficiaries, communities, partners, and stakeholders.
• Perform any other duties assigned by the Project Manager or Management to support effective project implementation.

Qualifications

• Bachelor's Degree or Higher National Diploma (HND) in Social Work, Sociology, Psychology, Community Development, Peace and Conflict Studies, Law, Public Health, Development Studies, International Relations, or another relevant social science discipline.
• Professional training or certification in Protection, Child Protection, Gender-Based Violence (GBV), Safeguarding, Accountability to Affected Populations (AAP), PSEA, or Case Management is an added advantage.

Experience:

• Minimum of two (2) years of relevant experience in protection programming, accountability, safeguarding, complaints and feedback mechanisms, or humanitarian programming.
• Previous experience working with NGOs, UN agencies, or humanitarian organizations is highly desirable.
• Experience in case identification, referral pathways, complaint handling, community engagement, and beneficiary communication.
• Experience managing Community Feedback or Complaints Response Mechanisms (CFM/CRM).
• Experience working with vulnerable populations in humanitarian or development settings.
• Experience using digital data collection and complaint tracking systems is an advantage.

Required Skills and Competencies:

• Good understanding of Protection Principles, Accountability to Affected Populations (AAP), Safeguarding, PSEA/SEAH, Child Protection, and GBV risk mitigation.
• Strong knowledge of humanitarian principles and protection mainstreaming.
• Excellent interviewing, active listening, counselling, and case management skills.
• Ability to manage confidential and sensitive information with professionalism and integrity.
• Strong interpersonal, negotiation, and conflict resolution skills.
• Excellent written and verbal communication skills.
• Strong report writing, documentation, and analytical skills.
• Good organizational and time management skills.
• Ability to work effectively with diverse communities and stakeholders.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, and PowerPoint).
• Experience using KoboToolbox, ODK, CommCare, or similar digital data collection platforms is an added advantage.
• Fluency in English is required; knowledge of Hausa and other local languages is highly desirable.

Core Values
Successful candidates must demonstrate commitment to:

• Integrity and Accountability
• Respect, Diversity, and Inclusion
• Community Participation and Empowerment
• Confidentiality and Professionalism
• Transparency and Fairness
• Teamwork and Collaboration
• Safeguarding and Protection from Sexual Exploitation, Abuse, and Harassment (PSEAH)
• Accountability to Affected Populations (AAP)
• Humanitarian Principles (Humanity, Neutrality, Impartiality, and Independence)

Equal Opportunity:

• Grassroot Life Saving Outreach (LESGO) is an Equal Opportunity Employer. We are committed to promoting diversity, equity, and inclusion in our workforce. Qualified women, persons with disabilities, and candidates from diverse backgrounds are strongly encouraged to apply.
• Employment decisions are made without regard to race, colour, religion, sex, gender, age, disability, national or ethnic origin, or any other status protected by applicable law.
• LESGO maintains zero tolerance for fraud, corruption, sexual exploitation, abuse and harassment (SEAH), child abuse, and all other forms of misconduct. Successful candidates will be required to comply with LESGO’s Code of Conduct, Safeguarding, PSEA, and Anti-Fraud policies.

Application Closing Date
29th July, 2026.

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

Ensure to submit the following in one (1) PDF document:

• A cover letter (maximum of one (1) page) addressed to the Hiring Manager.
• A recent and detailed Curriculum Vitae (CV)/Résumé (maximum of two (2) pages), including the names and contact details of at least three (3) professional referees.

Note

• Only shortlisted candidates will be contacted.
• LESGO does not charge any fee at any stage of the recruitment process.
• Any attempt to influence the recruitment process or provide false information will result in disqualification.