Number of Positions: 1

Location: Maiduguri

Contract type: Full time
Duration: 10 months 

Reporting to: MEAL Officer
Start Date: As soon as possible

Background

FRAD Foundation is implementing humanitarian and early recovery interventions across North-east and North-west Nigeria with a strong commitment to Accountability to Affected Populations (AAP), protection mainstreaming, and community participation. As part of its sustainability and quality assurance approach, FRAD is strengthening its Monitoring, Evaluation, Accountability, and Learning (MEAL) systems, particularly the Feedback and Complaint Response Mechanism (FCRM).

To support effective community engagement, timely feedback, and ethical complaint handling, FRAD seeks to recruit an FCRM Assistant to support the implementation, management, and documentation of feedback and complaint mechanisms at field and community levels.

Purpose of the Position

The MEAL (FCRM) Assistant will support the design, implementation, and day-to-day operation of FRAD’s feedback and complaint response mechanisms. The role ensures that beneficiaries and non-beneficiaries can safely provide feedback, lodge complaints, and receive timely responses in line with humanitarian accountability standards and FRAD’s safeguarding commitments.

Key Roles and Responsibilities

• Register, document, and track all complaints and feedback received from beneficiaries and non-beneficiaries during distributions, community outreach activities, and through toll-free lines.
• Answer and manage calls received through the FRAD toll-free line, ensuring professionalism, confidentiality, and empathy.
• Ensure that all complaints are acknowledged, assessed, and responded to in a timely and appropriate manner.
• Provide clear and respectful feedback to complainants once complaints are resolved.
• Ensure toll-free lines and feedback channels remain functional and accessible.
• Maintain accurate and up-to-date FCRM records and databases, ensuring proper documentation and secure storage of sensitive information.
• Aggregate and analyze FCRM data, including complaints received, investigated, resolved, and pending.
• Prepare clear summaries and trend analysis of complaints and feedback for monthly and quarterly programme review meetings and reports.
• Support the M&E Officer in ensuring the integrity, confidentiality, and quality of FCRM data.
• Support community mobilization through awareness campaigns, community meetings, and focus group discussions to promote inclusive participation in project planning and implementation.
• Ensure participation of women, youth, persons with disabilities, and other marginalized groups.
• Support community-based structures and act as a liaison between FRAD, community leaders, and beneficiaries.
• Ensure timely, culturally appropriate communication of project goals, activities, and feedback mechanisms.
• Support the development and dissemination of IEC materials in local languages.
• Ensure beneficiaries are treated with respect and dignity at all times.
• Promote and uphold FRAD’s commitments to PSEA, Child Safeguarding, Code of Ethics, and Code of Conduct.
• Ensure confidential and safe handling of sensitive complaints, particularly those related to protection and safeguarding.
• Support programme teams in strengthening accountability and community engagement practices across all interventions.

Required Qualifications, Experience, and Skills (Minimum)

• Minimum of 2–3 years of proven experience in accountability, feedback, or complaints mechanisms within humanitarian or development contexts.
• Previous experience working with NGOs.
• Experience implementing feedback and complaints mechanisms in humanitarian emergencies.
• Demonstrated understanding of Accountability to Affected Populations (AAP), HAP standards, Do No Harm, and related global frameworks.
• Experience in developing, managing, or supporting complaint reporting systems.
• Strong ethical standards, confidentiality, and cultural sensitivity.
• Ability to build collaborative relationships with communities and beneficiaries.
• Proficiency in English, Hausa, and Kanuri (spoken and written).

Preferred Qualifications and Experience

• 2–3 years of experience working specifically within FCRM or community engagement functions.
• Strong understanding of community mobilization and participatory approaches.
• Experience working in conflict-affected or emergency settings in Northeast Nigeria.

Personal Attributes and Core Competencies

• Honesty and integrity
• Strong sense of confidentiality and accountability
• Professionalism and ethical behavior
• Good communication and interpersonal skills
• Creativity and problem-solving ability
• Respect for diversity and inclusion

How to Apply

Interested and qualified candidates should submit:

• A detailed CV (maximum 3-4 pages)
• A cover letter explaining suitability for the role
• Submission of Proof of Indigene/ Certificate  (Kindly attach all this as a Document while applying)

Applications should be sent via FRAD Foundation Recruitment website: https://fradfoundation.org/jobs/position-title-fcrm-assistant/

Note: 

• Application will be reviewed on rolling basis
• FRAD reserves the right to accept or reject any application and to annul the selection process at any time prior to contract award, without thereby incurring any liability to the affected applicants. 
• FRAD Foundation is committed to diversity equity and inclusion, women and person with disabilities are strongly encouraged to apply.
• Please also submit your application with the disclosure forms.