DHCBI is into Livelihoods development and human capacity building of vulnerable, less privileged and building resilience among people affected by crisis such as natural or as a result of human activities.
Number of roles: 10
Location: Konduga
Duration:October to December 2025. Subject to extension based on performance
Job Purpose
The Community Feedback and Accountability Assistant will support the implementation and management of an effective Complaints and Feedback Mechanism (CFM) within the project areas. This role ensures that affected populations have access to safe, confidential, and accessible channels through which they can raise concerns, complaints, and feedback regarding project activities and service delivery. Working under the supervision of the Gender, Protection and AAP Officer, the post holder will coordinate closely with program teams across both WFP and UNICEF projects and other stakeholders to ensure the integrity of information received, timely referral and resolution of issues, and that community voices inform and improve programming.
Specific Responsibilities
Under the direct supervision of the Gender, Protection and AAP Officer, the CFM Assistant will be responsible for
Complaints and Feedback Management
- Receive, document, and manage complaints and feedback from community members regarding project activities using established channels such as MODA and SUGAR CRM platforms.
- Ensure timely and accurate logging of complaints and feedback in the CRM database, categorising issues based on urgency, sensitivity, and thematic area.
- Ensure strict confidentiality and protection of sensitive information throughout the feedback process in accordance with data protection and safeguarding standards.
System Development and Coordination
- Support the roll-out of Standard Operating Procedures (SOPs) for complaint management to ensure consistent application of policies and prompt action, such as Community Complaints Management Committees
- Work with community stakeholders to strengthen awareness and trust in the CFM, ensuring accessibility and inclusiveness for women, children, persons with disabilities, and other vulnerable groups.
Data Management and Reporting
- Maintain and update the CRM database to ensure completeness, accuracy, and integrity of recorded complaints and responses.
- Aggregate complaint trends and feedback issues, producing monthly and quarterly analytical reports to guide program improvements and strategic planning.
- Contribute to internal learning by documenting recurring complaints, community concerns, and examples of positive feedback.
Accountability and Learning
- Provide regular feedback to complainants, ensuring they are informed about the status and outcome of their complaints transparently and respectfully.
- Follow up with program teams and operations units to ensure swift and effective responses to issues raised by the community.
- Participate in periodic reviews of the CFM to assess its effectiveness and recommend areas for improvement based on feedback trends.
Community Engagement and Awareness
- Conduct awareness sessions with community members on their rights to access information, express concerns, and provide feedback on the services they receive.
- Support staff and field teams to understand their roles and responsibilities in promoting accountability to affected populations.
- Work closely with community focal points and leaders to encourage participation in feedback systems and facilitate inclusive dialogue.
Referrals and Protection Support
- Assist individuals with accessing relevant services by facilitating timely and appropriate referrals to protection, health, nutrition, and other service providers.
- Ensure that all referrals are documented, tracked, and followed up to confirm services were received and beneficiary needs addressed.
Support for Monitoring and Evaluation
- Contribute to the identification of success stories and case studies that reflect the impact of the feedback mechanism and community participation.
- Ensure that all documents, reports, and data related to complaints and feedback are handled with a high level of confidentiality and stored securely.
- Uphold ethical standards and safeguarding principles in all interactions with community members and during information handling.
Prevention of Sexual Exploitation and Abuse:
- DHCBI actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards within DHCBI and amongst beneficiaries.
NOTE:
- Please note that DHCBI will not request for any monetary payments from applicants at any stage of the recruitment process.
- DHCBI is an Equal Opportunity Employer. DHCBI considers all applicants on the basis of merit without prejudice to race, sexual orientation, religion, disability, age, colour, national origin, marital status, or veteran status.
We uphold the Humanitarian Principles: humanity, neutrality, impartiality, and operational independence.
Method of Application
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