Complaints & Response Mechanism (CRM) Focal Person at GOALPrime Organization Nigeria (GPON) - 2 Openings

GOALPrime Organization Nigeria (GPON) is a policy-driven humanitarian, non-governmental organization that implements her program through a revitalized partnership. It is a non-profit organization with a mandate of making the lives of vulnerable people better, those affected by disaster or crisis. GPON is presently operating in the Northeastern regional part of Nigeria where we have reached over 100,000 lives with relief materials, child protection services. GBV mitigation services, livelihood skill-building, health services, and Education support services.

We are recruiting to fill the position below:

Job Title: Complaints & Response Mechanism (CRM) Focal Person

Locations: Ngala LGA, Monguno LGA - Borno
Employment Type: Contract
Duration: 6 months

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.

Application Closing Date
5th September, 2025.

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

Note
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.