Complaint And Feedback Mechanisms Officer At Norwegian Refugee Council-NRC


  • These strategic locations have allowed NRC greater reach from the north and south parts of the North-East and North Central region and allowed NRC to contribute to bridging the gap between humanitarian aid and development cooperation, including by focusing on equitable access to basic services and strengthening the rights of displaced people and returnees. In addition to the Country Office and the above-mentioned Area Offices, NRC has sub-office structures in Dikwa, Monguno, Biu, Mubi, Pulka, and Gwoza.
  • We are looking for people who are passionate about helping refugees and people forced to flee. 
  • If you are those people, the Norwegian Refugee Council in Nigeria is looking for an enthusiastic, passionate Complaint and feedback mechanisms Officer to join our team in Jos, Plateau State.  


Role and responsibilities

  • The purpose of the Complaints and Feedback Mechanisms Officer position is to assist in assessing and implementing accountability mechanisms at the area office level, especially in locations where NRC Nigeria is supporting beneficiaries. 
  • The Complaints and feedback mechanisms Officer will closely work with the CFM Coordinator and the country office M&E Manager for the day-to-day implementation of the Complaints and Beneficiary feedback mechanisms strategy. 

Generic responsibilities 

  • Adhere to NRC policies, tools, handbooks, and guidelines
  • Assist with the implementation of the support function portfolio according to plan of action
  • Prepare and develop status reports as required by management
  • Ensure proper filing of documents 
  • Promote and share ideas for improvement of the support function

Specific responsibilities 

  • Under the guidance of the Area Manager and the CFM Coordinator, the selected candidate is responsible for data collection on accountability mechanisms (situation analysis);
  • Conduct routine CFM activities (community engagement meetings, participation meetings and information sharing) across all programme locations.
  • Facilitate CFM trainings and refreshers to both new staff and programme staff.
  • Conduct capacity building sessions at community level to CFM focal in programme locations.
  • Organize lessons learned and CFM review meetings with Area manager and programmes staff on the CFM trends for adaptations. 
  • Assess existing community capacity and mechanisms that can be used to set up/strengthen/adapt NRC’s information sharing processes, complaints and feedbacks for the Area Offices level;
  • Assist in the implementation of actions points accruing from the country CFM assessment (baseline);
  • Assist the Area Manager, CFM coordinator, and programme staff in capturing and storing complaints and feedback; lessons learned and good practices for effective knowledge management;
  • Using a consolidated database, assist in monitoring and compiling field offices/Core competency CFM reports according to NRC standards;
  • Support the CFM coordinator to produce customized dashboards for reporting;
  • Provide timely reports to the CFM coordinator, M&E Manager, and Area Manager.

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

  • Area Manager
  • CFM Coordinator
  • HR 
  • MEL Manager
  • MEL Coordinator Area Jos
  • MEL officers
  • Programmes Coordinators and Programme Managers


Professional competencies 

  • These are skills, knowledge, and experience that are important for effective performance. 

Generic professional competencies: 

  • Experience (at least 1-2 years) from working in a humanitarian/recovery context on accountability;
  • Documented experience with data collection/ analysis tools including Excel, Kobo/CSpro/ODK. Photovoice, H frame is a plus;
  • Documented results related to the position’s responsibilities;
  • Good command of English and other languages is an asset.

Behavioural competencies 

These are personal qualities that influence how successful people are in their jobs. NRC’s Competency Framework states 12 behavioral competencies, and the following are essential for this position:

  • Handling insecure environment;
  • Planning and delivering results;
  • Empowering and building trust;
  • Communicating with impact and respect.

Performance Management

The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews: 

  • The Job Description;
  • The Work and Development Plan;
  • The Mid-term/End-of-trial Period Performance Review Template;
  • The End-term Performance Review Template;
  • The NRC Competency Framework.

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