Community & Feedback Mechanism Assistants at Damnaish Human Capacity Building Initiative (DHCBI)

Position Overview

The Community Feedback and Accountability Assistant will support the implementation and management of an effective Complaints and Feedback Mechanism (CFM) within 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 Accountability to Affected Populations (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.

Key Information

• Number of Positions: 10
• Location: Konduga
• Duration: October to December 2025 (subject to extension based on performance)
• Reports to: Gender, Protection and AAP Officer

Core Responsibilities

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, categorizing 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 through Community Complaints Management Committees
• Work with community stakeholders to strengthen awareness and trust in the CFM, ensuring accessibility and inclusiveness for women, children, and persons with disabilities