Complaint Response Mechanism Officer at GOALPrime Organization Nigeria (GPON)

Background

GOALPrime Organization Nigeria (GPON) is a National Non-profit Non-Government Organization with a mandate of Making life better for vulnerable children and women across nations. Following the challenges children are facing to have adequate support from social services and institutions to access basic amenities for their growth and development across nations. GPON is saddled to provide complementary support to vulnerable children across nations to attain personal growth and development. GOALPrime Organization Nigeria is presently operating in Northeast Nigeria and FTC where we have reached over 2,000,000 lives (directly and indirectly) with integrated services, we support internally displaced persons with emergency relief materials, Child Protection services, WASH services, GBV mitigation services, Livelihood skill building, Health services, Peace building and Education support services. GPON work in both emergency and development context.

Responsibilities:

• Establish and manage the complaint and feedback mechanism for Street Child ECW project.
• Receive complaints and feedback and respond to enquiries at the complaint desk at program sites.
• Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and Goal Prime core values are respected.
• Refer program specific complaints to MEAL Officer and SMT  for follow up.
• Build staff awareness and commitment to a complaints mechanism.
• Ensuring that all SOPs and organizations / donor's core policies are respected.
• Ensure regular maintenance of complaints and feedback database/ information System and ensure information is shared on a regular basis.
• Carry out regular community feedback functions, ensuring that all SOPs and GOAL PRIME core policies are respected.
• Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.
• Lodge all feedback, complaints and response in the CFM database.
• Support to ensure complaints are closed within the appropriate timeframe including those reported from the GOAL PRIME toll free line.
• Ensure CFM database is forwarded to the MEAL officer on monthly basis and important complaints from complaint desks and suggestion boxes reported immediately.
• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
• Ensure accurate recording of all the data related to the beneficiary.
• Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed, to Program Manager as received.
• Accurately refer cases internally within the departments - with the support of the MEAL Officer- following the standard operating procedures set for the referral system within GOAL PRIME.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the projects.
• Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.

Key Working Relationships:

Position Reports to: MEAL Coordinator

Qualifications

• Degree in statistics, computer science/information management/or any other related field;
• Excellent computer skills are required (particularly Advanced Microsoft Excel, Word, PowerPoint, Kobo toolbox);
• At least 2 years’ experience working in monitoring and evaluation preferred;
• Strong data collection, analysis, and report writing skills required;
• Ability to work independently, think analytically and take initiative in solving problems;
• Ability to communicate technical issues effectively;
• Familiarity with log frame analysis and MEAL plan;
• Experience in conducting assessments;
• Must be willing to travel to other LGAs to work
• Effective in written and verbal communication in English. Ability to communicate in applicable local language(s) is an added advantage.

Conditions

Availability: 30.01.2023

Salary and conditions: In accordance with GPON Terms of Employment. The income will be subject to statutory deductions as per applicable Nigeria laws. The employee is responsible for the tax returns.