Location: Maiduguri, Borno State (with frequent travel to project sites)
Contract Type: Fixed-Term (5 months, renewable subject to funding and performance)
Reporting to: MEAL Officer
Job Field: Programs
About the Role
Elela-Care Humanitarian and Development Organization (ECM) is seeking dynamic and committed individuals to strengthen our accountability systems through the Feedback, Complaints and Response Mechanism (FCRM). The FCRM Assistants will play a key role in ensuring that beneficiaries, communities, and stakeholders can safely provide feedback, raise complaints, and receive timely responses, in line with humanitarian standards and donor requirements.
Key Responsibilities
Manage and maintain all FCRM channels (hotline, suggestion boxes, community meetings, WhatsApp, and digital platforms).
Register, document, track, and follow up on all feedback and complaints received from beneficiaries and non-beneficiaries.
Conduct community sensitization and awareness sessions on FCRM, safeguarding, and referral pathways.
Support awareness sessions to ensure communities understand their rights, entitlements, and available OTP and nutrition services.
Monitor trends in feedback related to nutrition services (including OTP) and provide regular reports to management.
Ensure FCRM is accessible, inclusive, and safe for all groups (women, children, persons with disabilities, and marginalized populations).
Support timely resolution of complaints and provide feedback to complainants.
Prepare weekly and monthly FCRM reports and dashboards for management and donors.
Collaborate with the MEAL team to analyse trends and recommend improvements to programming.
Uphold strict confidentiality and adhere to ECM's Safeguarding and PSEAH policies at all times.
Requirements
Diploma or Bachelor's degree in Social Sciences, Development Studies, or any related field.
Minimum of 1 year experience in accountability, MEAL, protection, or community engagement in a humanitarian setting.
Excellent communication and interpersonal skills (Hausa and Kanuri language proficiency is a strong advantage).
Good report-writing and basic computer skills (MS Word, Excel).
Strong commitment to humanitarian principles, gender sensitivity, and safeguarding.
Willingness to travel frequently to field locations.