Future Resilience and Development Foundation (FRAD) is a registered non-profit organization with CAC in accordance to the Nigerian law, FRAD has over the years been actively involved with frontline responses to emergencies caused by the recent crisis in Northeast Nigeria, we also respond to emerging development needs in Nigeria through holistic approach that proffer durable solutions using the triple nexus approach. FRAD response focus on addressing the needs of women, girls, adolescents, youths and Persons living with disabilities via our various response in Health/Nutrition, Protection, WASH/Environment and Peace building, our responses provide support and enhance the protective factors of the most vulnerable populations affected by varying crisis which include humanitarian, development and economic crisis. Over the years, FRAD has demonstrated capacity in implementing a cross-sectoral response that meets the needs of the most vulnerable people and we are broadening our scope through the implementation of our 2024-2027 strategic plan.

• Job Type: Contract
• Qualification: Degree or Diploma in any relevant qualification.

• Experience: 2-3 years
• Location: Maiduguri, Borno state with frequent visits to the field (Magumeri, and Damboa).
• Job Field: MEAL

Duties and Responsibilities:

• Will manage the registration of complaints received by beneficiaries and non-beneficiaries at distribution point and community outreach activities.
• The position will be responsible of answering calls coming from FRAD toll free line.
• Attend and collect all complaints from beneficiaries, ensure feedbacks are given to beneficiaries in good time.
• Ensure toll free lines are active.
• To assist the M&E Officer in working with program staff and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
• This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
• The post holder with support from the M&E Manager will ensure the collection of quality complain and feedback across the response.
• The post holder will interface and support programme team members, support programme coordination and policy engagement.
• Be in charge of providing feedback to the complainants when complaints are resolved
• Ensure beneficiaries are treated with respect and dignity ensure the application of FRAD’s PSEA, Code of Ethics and Conduct, child safeguarding.
• Mobilize communities through awareness campaigns, meetings, and focus group discussions to ensure inclusive participation in project planning and implementation, with a focus on women, youth, and marginalized groups. They will strengthen local engagement by supporting community-based structures.
• Ensure timely and culturally appropriate communication of project goals and activities, develop IEC materials in local languages, and serve as a key liaison between the organization and community leaders to promote trust and collaboration.

Experience and technical competencies

• Minimum of 2-3 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Previous experience of working with NGOs.
• Experience in implementation of accountability and complaints reporting mechanisms in humanitarian emergencies.
• Experience in developing and/or managing complaints reporting mechanisms.
• Understand key concepts and commitments regarding accountability to affected populations
• (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
• Ethical, focused on treating complainants/community fairly and culturally sensitive.
• Building collaborative relationships with beneficiaries and the community.
• Proficiency is key English, Hausa and Kanuri languages both spoken and written.

Method of Application

Interested and qualified candidates should send their Application (Cover Letter and CV) to: hr.admin@fradfoundation.org using the Job Title as the subject of the mail. Application should be submitted on or before 30^th June 2025

• Please note that only shortlisted candidates will be contacted.
• Applications will be assessed on a rolling basis
• FRAD Foundation is committed to diversity equity and inclusion, women and person living with disabilities are strongly encouraged to apply.
• FRAD Foundation is an equal opportunity employer and is committed to ethical recruitment, please note that we don’t collect money or participate in any fraudulent activities you can report such to: ethics@fradfoundation.org

FRAD has zero tolerance Sexual exploitation and abuse