Complaint, Feedback and Response Mechanism (CFRM) Officer - Maiduguri, at GOALPrime Organization Nigeria (GPON)

Location: Maiduguri, Borno State

Job Summary

Goalprime Organization Nigeria is looking for a dedicated and empathetic Complaint, Feedback and Response Mechanism Officer to be based in Maiduguri. This role is essential for upholding our commitment to accountability and transparency with the communities we serve. The CFRM Officer will be responsible for the full cycle of managing feedback and complaints, from intake to resolution, ensuring that the voices of beneficiaries are heard and that their concerns are addressed in a timely and respectful manner. This position requires a strong blend of data management, community engagement, and a deep understanding of humanitarian principles.

Key Responsibilities

• Set up and oversee multiple, accessible feedback channels (e.g., hotlines, suggestion boxes, face-to-face sessions, email) and ensure they are well-known and trusted within the communities.
• Systematically receive and accurately log all complaints, feedback, and suggestions from beneficiaries and community members. Document details are comprehensively in a dedicated and secure database, ensuring all information is handled with strict confidentiality.
• Categorize complaints based on their nature (e.g., programmatic, safeguarding, protection). Ensure timely and appropriate responses for all feedback. Immediately escalate serious or sensitive complaints, such as those related to Sexual Exploitation and Abuse (SEA), to the relevant focal points following established protocols.
• Act as the central point for all complaints, referring them to the appropriate program or support teams for investigation and resolution. Track the progress of each case to ensure a timely and satisfactory outcome.
• Maintain an accurate and up-to-date CFRM database. Generate regular reports (daily, weekly, monthly) that summarize complaints and feedback trends. Analyze data to provide actionable insights that help improve program design, implementation, and overall organizational effectiveness.
• Conduct community awareness sessions to inform beneficiaries about their right to provide feedback and how to use the CFRM. Ensure the mechanism is inclusive and reaches all segments of the population, including vulnerable groups.
• Ensure that feedback is acknowledged and that beneficiaries are informed of the status and outcome of their complaints in a transparent and respectful manner. This includes documenting all communication and resolution steps.

Qualifications & Experience

• Bachelor’s degree in Social Sciences, Development Studies, Humanitarian/Community Development, Psychology, Statistics, or a related field.
• Minimum of 2–3 years’ proven experience working in humanitarian or development settings, preferably in accountability, CFRM, MEAL, protection, or community engagement roles.
• Demonstrated experience in handling sensitive complaints, including safeguarding and Sexual Exploitation and Abuse (SEA) cases, with a clear understanding of confidentiality and survivor-centered approaches.
• Experience in database management, data entry, analysis, and producing reports for decision-making.
• Prior experience engaging with communities, facilitating awareness sessions, and ensuring inclusive participation of vulnerable groups.
• 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.
• Good computer skills (MS Word, Excel, PowerPoint).
• Excellent reporting skills