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Community Mobilization, Complaint and Feedback Officer (Accountability Officer) at Women in the New Nigeria (WINN)


Women in the New Nigeria (WINN) is a leading women-led and women’s rights non-governmental organization established in 2010 and legally incorporated in 2013, that focuses on women’s empowerment and enhancing the lives of youths. WINN has presence in 17 states in Nigeria, including FCT Abuja, and an international presence in eight (8) countries: North America (WINNA), WIN Ghana, WIN Mozambique, WIN South Africa, WIN Sierra Leone, WIN World UK, WIN Niger, WIN Cameroun.

We ensure that the structures and systems with which women, girls, and people with disabilities interact on a daily basis, such as safe spaces, health facilities, education, legal services, and community engagement activities, to name but a few, are accessible and conducive to the empowerment and support of all stakeholders through our programs.

We are recruiting to fill the position below:

Job Title: Community Mobilization, Complaint and Feedback Officer (Accountability Officer)

Location: Maiduguri, Borno
Employment Type: Full-time
Duration: 22 Months
Job Field: NGO / Non-Profit

General Position Summary

  • The Community Mobilization, Complaint and Feedback Officer will lead community mobilization and awareness-raising interventions in locations of intervention to prevent incidents of GBV.
  • The Community Mobilization Officer will work with community mobilizers and partners to identify any protection concern(s) for women and girls through discussions, meetings, outreach campaigns; and share with line manager for appropriate actions.
  • He or she will design & plan community mobilization and psychosocial activities (such as workshops, trainings, committees & groups) with Community Mobilizers.
  • Ensure a good collaboration with all other Project Officers, Community Workers & key stakeholders in the area. Weekly report on Community Workers activities.

Essential Job Responsibilities

  • Record complaints and feedback from community members and transcribe and share with appropriate designate.
  • Follow-up of the referred cases, ensuring appropriate follow up care has been given and taking appropriate action if further care is needed.
  • Cooperating with the community workers involved in the programme, especially on identifying specific needs related to psychosocial support.
  • Planning & reporting on weekly activities.
  • Sharing information, tools & resources as necessary.
  • Participating in the activities evaluation and impact assessment.
  • Be involved in a needs assessment to identify in-need populations & potential activities.
  • Weekly reporting on work of Community Workers to Project Officer.
  • Facilitate plan and manage activities within its location of implementation.
  • Organizing Focus Groups Discussions with community structures and representatives of the local community (which consists of women, girls and other interested groups) to assess priority’s need of communities, in order to enable local communities to prioritize their needs, to establish a community-based action plan, and to tap into available resources.
  • Ensuring general supervision of quality of the content of the activities.
  • Running trainings and workshops for the Community Workers as well as trainings and workshops for the residents with support from the Community Workers.
  • Plan objectives and roles & responsibilities of groups and committees with Community Workers.
  • Organizing assessment of services available in the area for potential referral.
  • Monitoring the quality and impact of the activities, as well as documenting any needs and challenges and feeding back to community members.
  • Supervise and manage the work of Community Workers for a proper implementation of activities.
  • Design a work-plan and activity schedule with the Community Workers and monitor on a regular basis.
  • Mobilize and engage community members, structures and partners in prevention and response events in project locations.
  • Facilitate community events such as 16 Days of Activism to create awareness on the prevention of and response to GBV.
  • Monitor protection concerns for women and girls in the locations of implementation and share concerns with line manager.
  • Ensure vulnerable women including survivors of GBV aresafeat all times;Respecttheir wishes, rights and dignity; Keep their experiencesconfidentialand do notdiscriminatethem.
  • Ensuring a good link between the population in the area of intervention and the rest of the team as well as other service providers (or other organizations present in the area).
  • Report to the Project Manager any problems in the area of intervention or with staff that cannot be resolved at Project Officer level, being sure to maintain a good two-way communication for complaints & feedback from the residents of the area to improve activities.
  • Be aware of the security rules and social and political situation in the field at any time and provide feedback to the PM.
  • Maintain good relations with community leaders paving way for WINN staff
  • Maintain records of activities and produce regular weekly updates or Situational Reports
  • Participate in regular camp meeting as requested by the supervisor;
  • Monitor community workers and/or community activists in awareness raising activities, provide training when needed and mentoring on a weekly basis.
  • Develop IEC and BCC materials, in collaboration with GBV team ensuring messages are appropriate for the community and tested before dissemination.
  • Collaborate with GBV Response Officer to ensure ongoing needs of women and girls are met in awareness raising activities.
  • Perform other responsibilities as may be assigned to him or her by the line Manager

Finance & Compliance Management:

  • Ensure compliance with donor and WINN regulations related to emergency programming.
  • Ensure case management fund is utilized effectively

Influence & Representation:

  • Identify, build, and manage collaborative partnerships with consortium partners, sub-grantees, donors, local governments, and other stakeholders.
  • Communicate effectively to ensure overall project targets and donor obligations are met.


  • Ensure compliance with security procedures and policies as determined by organisations leadership.
  • Proactively ensure that team members operate in a secure environment and are aware of policies.

Organizational Learning:

  • As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient, and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit WINN as well as themselves.

Accountability to Beneficiaries:

  • WINN team members are expected to support all efforts toward accountability, specifically
    to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.
  • Team members are expected to conduct themselves in a professional manner and respect local laws, customs and WINN’s policies, procedures, and values at all times and in all in-country venues.

Supervisory Responsibility:


  • Reports Directly to: Senior Protection Officer
  • Works Directly with: Finance, Program, MEAL, and Operation Teams, partner staff

Success Factors:

  • The successful candidate will have a can-do attitude. Ideally, s/he will be very committed and willing to learn and work in remote locations.
  • S/he is a problem solver, an effective community mobilizer who is adept in successfully dealing with issues of complexity.
  • S/he is an active listener and contributor, working to create a strong team that share ideas and learn.

Diversity, Equity & Inclusion:

  • Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges.
  • We strive for a culture of trust, integrity, accountability, decency, transparency and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
  • We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity:

  • WINN is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have a sustained global impact.
  • We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all.
  • We do not engage in or tolerate discrimination on the basis of race, colour, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics:

  • WINN is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity.
  • We are committed to the core principles regarding the prevention of sexual exploitation abuse and harassment laid out by the UN Secretary-General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members.
  • As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and adhere to WINN Code of Conduct Policies and values at all times.
  • Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.

Qualifications & Preferred Skills

  • Candidates should possess a BA / BSc / HND with a minimum of 3 years work experience.
  • Experience working for a non-governmental organization or relevant government department.
  • Successful experience in coordination of teams and follow-up of activities.
  • Proven experience working with communities (psychosocial activities, community mobilization).
  • High motivation to identify needs & adapt activities to the context and for the populations.
  • Demonstrated gender awareness and gender sensitivity.
  • Knowledge of project management is an added advantage.
  • Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds
  • Good knowledge of humanitarian principles
  • Positive and professional attitude, able to organize, maintain composure and prioritize work under pressure, work over-time when needed and able to coordinate multiple tasks and maintain attention to detail.
  • Ability to work as a member of a team essential
  • Ability to speak English, Hausa and local language is preferred
  • Ability to communicate well English as well as Write clear and concise reports in English.
  • Excellent communication and organizational skills.
  • Team management (formal or informal)
  • A trained community mobilizer in a reputable organization
  • Background in SGBV, Human Rights and/or Protection.
  • Experience in participatory techniques and community mobilization
  • Ability to lead, train, supervise, facilitate and motivate other GBV field workers in their respective tasks in a professional, respectful and supportive manner.



How to Apply
Interested and qualified candidates should:
Click here to apply

Note: This position is subject to availability of fund

Application Deadline  15th May, 2022.

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