Feedback Officer

Job summary

As the project Feedback Officer, you will serve as the main accountability support resource for CRS activities in Benue and Plateau states. Your work will center on strengthening accountability practices, monitoring performance against standards, and acting as the first contact for complaints and feedback from project participants, community members, and other stakeholders. The role requires a high level of integrity, strong community relations skills, and a commitment to ensuring that local partners and communities can trust and benefit from CRS programs.

Key responsibilities

• Make sure project participants understand CRS feedback, complaints, and response procedures, as well as the expectations placed on CRS staff and partner teams.
• Create accountability information, education, and communication materials in clear language that can also reach people with limited literacy.
• Work with the Project Manager to organize or support awareness sessions that explain accountability in ways participants can easily understand.
• Keep accurate records of accountability outreach activities, including attendance counts and photo evidence, and submit them to the CP Accountability Officer when needed.
• Help maintain and strengthen the feedback, complaints, and response mechanism so beneficiaries can submit confidential concerns and receive timely responses.
• Work with program teams, partners, and community members to design safe and accessible feedback channels that support accountability to participants, partners, and CRS standards, including HAP requirements.
• Prepare standard talking points and frequently asked questions about feedback in coordination with the MEAL Coordinator and Project Manager.
• Track complaints and follow-up actions through a proper logging and monitoring system.
• Review how effective the feedback system is and adjust it when needed.
• With the Project Manager, study complaint trends and patterns while protecting confidentiality so the program can improve.
• Produce monthly reports that summarize learning from feedback by location.
• Ensure all feedback is recorded, reviewed, and addressed on time and in line with CRS Nigeria FCRM SOPs.
• Share complaint-handling procedures, policies, and tools with participants, staff, and other relevant stakeholders.
• Coordinate with project accountability focal points to respond to donor and government information requirements according to the project compliance checklist.
• Manage the toll-free hotline by receiving complaints, documenting them, and supporting timely resolution.
• Support communication and information sharing between the project team, partners, and community members to strengthen local participation and support networks.
• Work with accountability focal points to ensure community leaders, representatives, and local government actors are involved in project delivery and improvement.
• Review accountability practices regularly and support learning and adaptive management.
• Collaborate with programming and MEAL teams to identify and address gaps or challenges in accountability practices.
• Build the capacity of staff, partners, and participants on accountability standards.
• Develop training and refresher materials with Project Managers so participants fully understand accountability and can apply it in their work.
• Deliver training sessions using suitable language, adult learning approaches, and appropriate materials.
• Support the MEAL Coordinator in monitoring compliance with CRS MEAL policies and procedures, including using FCRM data alongside monitoring data to support adaptive management.
• Periodically update the country program results dashboard and help track the learning agenda.

Requirements

• A bachelor’s degree in Sociology, Social Work, Law, Psychology, Social Sciences, or a related discipline is required, although relevant experience may replace part of the education requirement.
• At least 3 years of experience supporting projects is required, with accountability experience in an NGO considered an advantage.
• Additional education may offset some of the experience requirement.
• Background in participatory action planning and community engagement is expected.
• Experience in project monitoring and data collection is preferred.
• Hands-on use of MS Windows and Microsoft Office tools such as Excel, Word, Outlook, Teams, and PowerPoint is required.
• Experience with data analysis and visualization tools such as Power BI will be an added advantage.
• Fluency in English, Hausa, and Idoma/Tiv is required.
• Pidgin English will be an advantage.
• The position requires travel of up to 50% to field locations in Benue and Plateau states.
• Strong observation, listening, and analysis skills, with the ability to make sound judgments.
• Good interpersonal ability and comfort working with diverse groups.
• A proactive, results-driven, and service-oriented working style.
• Ability to maintain confidentiality and protect privacy.

Additional information

CRS places high importance on safeguarding and expects all staff and partners to protect children, vulnerable adults, and all program participants from harm, abuse, harassment, and exploitation. Mandatory safeguarding e-learning must be completed at hiring and renewed annually. Selected candidates must also follow CRS’s Code of Conduct and comply with all safeguarding policies and procedures.

The organization notes that its Catholic identity is central to its mission, while welcoming employees of all faiths and secular backgrounds who share its values and commitment to serving people in need. CRS also prioritizes candidates who are citizens or permanent residents of the countries where it operates.

Employment is subject to the candidate’s legal authorization to work in the country where the role is based. Positions requiring residence in or frequent travel outside the home country may also require pre-employment medical clearance, and in some cases a separate government medical examination.

This job profile is not a complete list of every duty, skill, or responsibility attached to the role. CRS is an equal opportunity employer.

About the organization

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. It works in more than 100 countries to save, protect, and improve lives through emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding programs. The organization is committed to safeguarding the dignity and rights of children and vulnerable adults and to preventing abuse and exploitation in all aspects of its work.