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.
Experience2 – 3 years
Location Adamawa
Duration: 6months
Responsibilities
System Management & Implementation
- Establish and manage multiple feedback channels (help desks, suggestion boxes, hotlines, in-person reporting, etc.) across project sites.
- Ensure CRM tools, processes, and SOPs are in place, understood by staff, and consistently used.
- Oversee and regularly update the CRM database or tracker, ensuring completeness, accuracy, and confidentiality.
Complaint Handling
- Receive, record, and categorize all community feedback and complaints in a timely and confidential manner.
- Ensure sensitive and protection-related complaints (e.g., SEA, GBV) are referred immediately and appropriately according to the organization’s referral protocol and safeguarding policies.
- Follow up with relevant program and support teams to ensure timely resolution and response to complaints.
Community Engagement
- Raise awareness and provide orientation to community members, partners, and beneficiaries on the availability, purpose, and use of the CRM.
- Engage community leaders and structures to promote the use of the CRM and build trust around the process.
- Ensure feedback loops are closed by providing timely responses to complainants.
Team Supervision
- Supervise CRM Assistants or Complaint Desk Officers and provide ongoing technical guidance.
- Conduct training and coaching for CRM focal points, staff, and volunteers on accountability and data protection principles.
Monitoring, Learning, and Reporting
- Analyze trends and patterns in complaints and feedback to inform program improvement and decision-making.
- Prepare and submit regular reports (weekly/monthly) on CRM performance, trends, and resolution rates.
- Ensure that lessons learned from community feedback are documented and integrated into project implementation and future planning.
Coordination
- Coordinate with MEAL, Protection, and Program teams to ensure effective complaint resolution and improved service delivery.
- Attend accountability or feedback coordination meetings at field and national levels when required.
- Work Environment Host Communities and camp.
Languages Fluency in English and Hausa, other spoken languages in the community, is an added advantage.
Minimum Qualification
- Bachelor’s degree in Social Sciences, Community Development, Development Studies, or a related field.
- At least 2–3 years of experience in Accountability to Affected Populations (AAP), community feedback mechanisms, or MEAL roles in humanitarian or development settings.
- Proven experience supervising staff and coordinating field-level accountability activities.
- Experience in handling sensitive complaints (e.g., PSEA, GBV) with discretion and professionalism.
- Familiarity with humanitarian principles and Core Humanitarian Standards (CHS).
- Fluency in English and local languages (e.g., Hausa, Kanuri) is highly desirable.
- Strong computer literacy, including MS Excel, Word, and data entry software.
Method of Application
Interested and qualified candidates should forward their CV to: [email protected] using the position as subject of email.
