Complaints & Response Mechanism (CRM) Focal Person at GOALPrime Organization Nigeria (GPON)
GOALPrime Organization Nigeria (GPON) is a non-governmental and nonprofit organization that strife to make life of vulnerable women and children better through revitalized partnership. GPON provides life-skill education and psychosocial support to conflict-affected, WaSH community or camp services, Education in emergency services, Gender-based Violence mitigation services, Child protection service, Protection monitoring services, Nutrition and public health services.
Experience1 – 2 years
Location Borno
Location: Ngala LGA, Monguno LGA
Duration: 6months
Responsibilities
Receiving and Recording Feedback
- Support the setup and daily management of feedback and complaint channels (help desks, suggestion boxes, hotline support, in-person).
- Receive and record complaints and feedback from beneficiaries and community members in a respectful, safe, and confidential manner.
- Ensure all feedback is logged accurately into complaint logbooks or CRM tracking forms.
Community Sensitization and Awareness
- Conduct regular awareness-raising in communities on the purpose, availability, and use of the CRM.
- Engage community members, including women, youth, and persons with disabilities, to ensure inclusive access to the feedback mechanism.
- Clarify what kind of feedback or complaints can be submitted and the process for handling them.
Safe Referrals and Coordination
- Immediately flag and report sensitive or serious complaints (such as GBV, SEA, or child protection concerns) to the CRM Supervisor or Safeguarding Focal Point in line with referral protocols.
- Support referral of general complaints to relevant departments and follow up as instructed.
Documentation and Reporting
- Maintain clear, accurate, and confidential records of all received complaints and feedback.
- Submit daily or weekly reports to the CRM Supervisor summarizing the number and type of feedback received.
- Ensure feedback data is protected and only accessible to authorized staff.
Accountability and Learning
- Support community engagement to ensure that feedback mechanisms are relevant and trusted.
- Participate in feedback meetings or learning sessions to improve CRM practices and responsiveness.
Minimum Qualification
- Minimum of Senior Secondary School Certificate (SSCE) or its equivalent; diploma or degree in any social science is an advantage.
- At least 1 year of experience in humanitarian or development work, preferably in community engagement or accountability roles.
- Strong communication and interpersonal skills.
- Familiarity with the local context and community dynamics.
- Ability to speak English and relevant local languages fluently (e.g., Hausa, Kanuri).
- Respect for confidentiality and sensitivity when handling complaints.
Languages
Fluency in English and Hausa, other spoken languages in the community, is an added advantage.
Standards for Professional Conduct
GOALPrime workers must adhere to the values and principles outlined in GOALPrime standards organization procedural manual. GOALPrime operates and enforces policies on Beneficiary Protection from Sexual Exploitation and Abuse (PSEA), Anti-Fraud Policy, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
- Gender Equality: GOALPrime is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce, including maternity leave, gender-sensitive security protocols, and other supportive benefits and allowances. Women are strongly encouraged to apply for this position.
Method of Application
Interested and qualified? Go to GOALPrime Organization Nigeria (GPON) on docs.google.com to apply
