Community Reporting Mechanism Supervisor (CRM) at GOALPrime Organization Nigeria (GPON)

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.