Complaint Feedback and Accountability Mechnism Officer

About this role

The role targets individuals in Borno to manage the organisation's Complaints, Feedback and Accountability Mechanism (CFAM). The officer will ensure safe, accessible and confidential channels for stakeholders to provide feedback, raise concerns and submit complaints about LPF's activities, staff conduct, services and assistance. They will handle receipt, documentation, referral, follow-up and resolution of complaints in line with policies, safeguarding standards and donor commitments, working with MEAL, safeguarding focal persons, field staff and community representatives to support accountability and programme improvement.

What you would do

• Establish and continually improve the organisation's CFAM across programme locations
• Maintain channels for submitting feedback, inquiries, suggestions and complaints
• Utilise reporting channels such as desks, community meetings, phone, focal persons and suggestion boxes
• Ensure channels are inclusive and accessible to women, children, persons with disabilities and other groups
• Review feedback channels regularly and propose improvements
• Receive, record, categorise and track complaints and ensure secure documentation
• Assign case references and maintain up-to-date case status and actions
• Differentiate routine feedback from sensitive or high-risk cases for proper handling
• Acknowledge complaints and communicate next steps as appropriate
• Refer and follow up on complaints with relevant teams and monitor progress

What they are asking for

• Experience in complaints handling, accountability mechanisms or safeguarding preferred
• Knowledge of data protection and confidentiality requirements
• Ability to engage with communities and understand diverse needs
• Strong coordination with programme, MEAL and safeguarding teams
• Familiarity with safeguarding policies and survivor-centred approaches
• Fluency in relevant languages and clear communication skills
• Experience with data management systems or CFAM databases is a plus
• Ability to work across locations and support community engagement
• Understanding of gender, disability and inclusion considerations
• Commitment to non-discrimination and ethical conduct

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