Feedback, Complaints and Response Mechanism (FCRM) Assistant at Elela-Care Humanitarian and Development Organization (ECM)

Elela-Care Humanitarian and Development Organization (ECM) is a non-governmental organization dully registered in 2022 with Nigerian government through Corporate Affairs Commission (NO: 182167). Existing since November 2018, ECM focuses on improving the quality of life of vulnerable population across communities in North East Nigeria through intentional investment in youth human capital development (Protection of Children and Students in and around School Environment) to thrive in the contemporary global community. ECM operates both in emergency and developmental context and have its programme principally rooted in identifying gaps that affects population or increases vulnerability of population and bridging those gaps through resource base planning and implementation.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.