Complaint Response Mechanism (CRM) Desk Attendant

EMPLOYMENT DETAILS

• Employment type: One-month short-term contract
• Duty stations: Fufore, Girei, Yola North and Yola South LGAs, Adamawa State
• Reports to: CFAM Officer
• Application deadline: 4 September 2026
• Applications are reviewed on a rolling basis.

POSITION PURPOSE

The Complaint Response Mechanism (CRM) Desk Attendant serves as a community-level point of contact for questions, feedback, complaints, concerns and requests for information. The role supports LPF's accountability to affected populations by helping community members safely access accurate programme information, use available feedback channels and obtain referrals or escalation for matters that cannot be resolved at desk level.

KEY RESPONSIBILITIES

• Operate the community help desk during agreed working hours and receive enquiries respectfully and professionally.
• Provide accurate information on LPF programmes, services, processes and available complaint or feedback channels.
• Listen carefully and document feedback, questions and complaints using approved tools and procedures.
• Respond to straightforward enquiries and refer unresolved, sensitive or technical cases to the appropriate focal point.
• Promptly refer protection, safeguarding, fraud, exploitation, abuse and PSEA-related concerns through established confidential channels.
• Maintain confidentiality and protect the personal information of complainants and affected people.
• Help community members access feedback and complaint mechanisms, including people who may face barriers to participation.
• Support community outreach and sensitisation on rights, entitlements, services and ways to submit feedback safely.
• Identify recurring concerns or information gaps and share them with the supervisor for programme follow-up.
• Maintain accurate records of feedback received, referrals made, actions taken and resolution status.
• Follow up referred matters and communicate authorised updates to community members through approved channels.
• Support community meetings, consultations and other accountability activities when required.
• Promote inclusive access for women, men, children, older people, persons with disabilities and other vulnerable groups.
• Carry out other related duties assigned by the supervisor.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Minimum of Senior Secondary School Certificate (SSCE).
• Relevant experience in customer service, community engagement, help-desk support, information management or community mobilisation is an advantage.
• Previous work with an NGO, community-based organisation or public-service programme is an advantage.
• Ability to communicate clearly and listen actively.
• Ability to speak relevant local languages used in the target communities.
• Basic literacy, numeracy and record-keeping skills.
• Basic computer skills are an advantage.
• Ability to handle sensitive information discreetly and maintain confidentiality.
• Respectful, patient and able to work appropriately with vulnerable people.
• Willingness to work in the listed field locations.

CORE COMPETENCIES

• Active listening, empathy and respectful communication.
• Community engagement and customer service.
• Complaint handling, referral and basic problem-solving.
• Accurate documentation and records management.
• Cultural sensitivity, teamwork, integrity and professionalism.
• Understanding of safeguarding and humanitarian principles.

SAFEGUARDING AND RECRUITMENT NOTICE

LPF maintains zero tolerance for sexual exploitation and abuse, fraud, corruption and other unethical practices. The successful candidate must follow LPF's code of conduct, safeguarding, PSEA, confidentiality and data-protection requirements. LPF does not charge any fee at any stage of recruitment.

HOW TO APPLY

Complete the official application form and provide the requested personal, education, experience, skills, availability and reference information. Applicants must upload one file containing their CV, cover letter and credentials, and explain their interest and relevant strengths. Apply promptly because applications are reviewed on a rolling basis.