Overview
The Community Feedback Mechanism Intern provides service support by collecting feedback from communities and reporting concerns. The role supports the implementation of Community Feedback Mechanism activities involving community engagement and accountability.
Key Responsibilities
- Answer NRC hotline calls and record complaints/feedback.
- Document and share feedback received through the CFM Toll‑free line.
- Ensure confidentiality in collecting and documenting feedback.
- Regularly update knowledge of NRC projects, policies and procedures.
- Support understanding and briefing of staff on NRC Nigeria CFM Accountability Mechanism.
- Assist in the implementation of CFM activities involving community engagement.
- Establish, strengthen and maintain relations with community stakeholders, local leaders and beneficiaries.
- Collect and upload data from the field through CFM data tools.
- Assist in mobilisation of community members.
- Work closely with community leaders and beneficiaries to ensure accountability.
- Support routine CFM activities.
- Engage with community to identify protection and accountability issues and report same.
- Adhere to NRC policies, tools, handbooks and guidelines.
- Assist with the implementation of the support function portfolio.
- Promote and share ideas for improvement of the support function.
- Promote the rights of IDPs/returnees.
- Collect CFM data and document it.
- Involve and inform communities and community leaders about NRCs activities.
- Perform any other duties as requested by the Supervisor.
- Ability to translate English to any local languages.
- Ensure the monitoring and strengthening of the use of referral system within the community.
Required Experience
- Experience from working as community support staff in a humanitarian/recovery context is an added advantage.
- Experience in facilitation for different category of people.
- Experience in handling phone calls with dignity and respect to callers.
- Previous experience working in complex and volatile context.
- Evidence of significant involvement with the communities is an added advantage.
Qualifications
- Minimum qualification of secondary school certificate.
- Must have excellent interpersonal and organizational skills.
- Knowledge about own leadership skills/profile.
- Understanding of the community profile, local cultures, traditional and religious structures.
