About Care Best Initiative (CBI)
Care Best Initiative (CBI) is a fast-growing, woman-led, and youth-driven Non-Governmental Organization (NGO) founded in 2019 and presently operational in states within North-East, Nigeria. Our objectives are to save lives, alleviate the suffering of children, women, and other vulnerable people; and maintain human dignity during and in the aftermath of man-made crises and natural disasters; as well as to prevent and strengthen preparedness for the occurrence of such situations; and to promote the right of children, women and vulnerable people in the society. Our actions are multi-sectorial inclined, gender-sensitive, and socially inclusive.
Are you passionate about creating real impact in communities?
Do you want to gain practical experience while contributing to meaningful change?
Care Best Initiative (CBI) is opening its doors to committed and purpose-driven individuals ready to serve, learn, and grow.
Job Title: CFRM Officer
Purpose
The CFRM Officer establishes, operates and strengthens the Complaints and Feedback Response Mechanism (CFRM), ensuring that community members can safely and confidentially share feedback, complaints and suggestions, and that these are recorded, referred and responded to in a timely and accountable manner.
Key Responsibilities
- Set up, operate and maintain Complaints and Feedback Response Mechanism (CFRM) channels, including help desks, suggestion and complaint boxes, hotlines and community meetings, in project communities
- Sensitise communities, including women, girls, persons with disabilities and other vulnerable groups, on the available channels and how to use them safely
- Receive, register, categorise and track all feedback and complaints in the CFRM database within agreed timelines
- Refer sensitive cases, such as safeguarding, sexual exploitation and abuse, fraud and protection concerns, promptly through the proper channels while maintaining strict confidentiality
- Follow up with programme teams to ensure timely resolution, and close the feedback loop with complainants and communities
- Analyse CFRM data, identify trends and prepare regular reports with recommendations for the MEAL Coordinator and programme management
- Orient and train project staff, volunteers and community focal points on CFRM procedures and the safe handling of complaints
- Coordinate with MEAL, programme and safeguarding focal points, and support the use of community feedback to adapt and improve programme delivery
- Maintain secure, well-organised and confidential CFRM records in line with data protection principles
- Perform other duties assigned by the direct line manager
Education
- Bachelor’s degree in Social Sciences, Development Studies, Statistics, Public Health, Mass Communication or a related field
Experience
- Minimum of 2 years’ experience in community feedback mechanisms, accountability to affected populations, MEAL or community engagement in a humanitarian or development setting
- Experience using digital data collection tools (e.g. KoboToolbox) is an advantage
- Experience working with communities in Yobe or the North-East is an advantage
Skills & Competencies
- Strong communication, listening and community engagement skills
- Ability to handle sensitive information with integrity and confidentiality
- Knowledge of safeguarding, PSEA and humanitarian accountability standards
- Data entry and basic data analysis skills (Excel)
- Gender and inclusion awareness
- Willingness to travel frequently to project communities
Language
- Fluency in English and Hausa (spoken and written)
- Kanuri is an added advantage
Other
- Must be based in / willing to be fully resident in Yobe State for the duration of the engagement
Application Deadline:4th November 2026
METHOD OF APPLICATION
Interested and Qualified candidates should use link below to apply.
CLICK HERE TO APPLY
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