Complain Response and Feedback Mechanism Attendant

AI summary

Lindii Peace Foundation is hiring a short-term contract Complaint Response and Feedback Mechanism Attendant to operate a community help desk in Fufore, Girei, Yola North and Yola South LGAs, Adamawa State. The role involves receiving community feedback, providing information on LPF programmes, documenting complaints, and escalating safeguarding or protection concerns. Minimum SSCE required with 1–3 years of experience preferred.

• One-month short-term contract based in Yola, Adamawa State
• Community-level help desk role handling feedback, complaints and enquiries
• Minimum SSCE required; 1–3 years experience preferred
• Experience in customer service, community engagement or NGO work is an advantage
• Must maintain confidentiality and follow safeguarding and PSEA reporting procedures

Original source description

Lindii Peace Foundation (LPF) is a Non-Profit and Non-governmental Organization in Nigeria which was registered as a corporate body with the Corporate Affairs Commission on the Eleventh (11th) day of July, 2014. Complain Response and Feedback Mechanism Attendant Job Type Contract Qualification Secondary School (SSCE) Experience: 1 - 3 years Location Adamawa , Borno , Sokoto , Zamfara City Yola Job Field NGO/Non-Profit Location: Fufore, Girei, Yola North and Yola South LGAs, Adamawa State Duration: 1 Month Reports To: CFAM Officer Employment Type: Short-Term Contract Job Purpose CRM Attendant will serve as a community-level point of contact for receiving and responding to questions, feedback, complaints, concerns, and requests for information from community members. The role will support LPF\'s commitment to accountability to affected populations by ensuring that community members have access to accurate information about programme activities and can safely provide feedback through established channels. The Help Desk will also support appropriate referral and escalation of issues that cannot be resolved at the community level. Key Responsibilities: Operate the designated community feedback/help desk during agreed working hours. Receive community questions, feedback, complaints, concerns, and requests for information in a respectful and professional manner. Provide accurate and clear information to community members regarding LPF activities, services, processes, and available feedback channels. Listen to community members and document their feedback and concerns accurately using approved tools. Provide appropriate responses to simple enquiries within the scope of the role. Refer complaints, requests, protection concerns, safeguarding issues, and other matters requiring further action to the appropriate staff or reporting mechanism. Maintain confidentiality when handling complaints, feedback, and personal information. Support community members who may require assistance in accessing established complaint and feedback mechanisms. Conduct basic community outreach and sensitization on the availability and use of LPF\'s feedback and complaints mechanisms. Inform community members about their rights, entitlements, programme information, and available channels for raising concerns. Identify frequently raised questions, recurring complaints, and emerging community concerns and report them to the supervisor. Maintain accurate records of feedback, complaints, enquiries, referrals, and resolutions in accordance with approved procedures. Follow up on referred issues where required and communicate updates to community members through approved channels. Support community meetings, consultations, and awareness activities when required. Ensure that feedback mechanisms are accessible and inclusive to women, men, children, older persons, persons with disabilities, and other vulnerable groups. Immediately refer safeguarding, PSEA, protection, security, fraud, exploitation, abuse, or other serious concerns through the appropriate established reporting channels. Adhere to LPF\'s Code of Conduct, safeguarding, PSEA, accountability, confidentiality, and data protection requirements: at all times. Perform other related duties as assigned by the supervisor. Qualifications and Experience: Minimum of Secondary School Certificate (SSCE). Previous experience: in customer service, community engagement, help desk operations, information management, community mobilization, or a similar role is an advantage. Previous experience: working with an NGO, humanitarian organization, community-based organization, or public service institution is an advantage. Good communication and interpersonal skills. Ability to listen attentively and interact respectfully with people from different backgrounds. Ability to communicate effectively in relevant local languages spoken in the target communities. Ability to maintain confidentiality when handling sensitive information. Basic ability to read, write, and maintain simple records. Basic computer skills are an advantage. Ability to work respectfully and patiently with community members, including vulnerable persons. Willingness to work within communities and assigned field locations. Key Competencies Good communication and active listening Community engagement Customer service and interpersonal skills Feedback and complaints handling Confidentiality and discretion Accurate record keeping Respect and empathy Problem-solving and referral Cultural sensitivity Teamwork Integrity and professionalism Commitment to safeguarding and humanitarian principles Check how your CV aligns with this job Method of Application Interested and qualified? Go to Lindii Peace Foundation (LPF) on forms.gle to apply Build your CV for free. Download in different templates.