CRM Officer at Ekklesiyar Yan'uwa a Nigeria (EYN PROJECT)

The CRM Officer will be responsible for establishing, managing, and strengthening the Complaints and Response Mechanism (CRM) / Accountability to Affected Populations (AAP) across all EYN Projects programs in the field office. The CRM Officer ensures that beneficiaries, communities, and stakeholders can safely and confidentially provide feedback, raise complaints (including sensitive issues such as SEA), and receive timely responses. He/she works closely with program teams, M&E, protection, and management to promote transparency, trust, and do-no-harm principles. The role includes community sensitization, data management, case follow-up, and reporting while representing EYN Projects in relevant accountability forums.

MAIN RESPONSIBILITIES:

The CRM Officer’s primary responsibilities include the following:

• Lead the setup, implementation, and ongoing management of the Complaints and Response Mechanism (CRM) in line with humanitarian standards (CHS, Sphere, IASC AAP commitments);
• Develop and update CRM tools, procedures, SoPs, and communication channels (hotlines, suggestion boxes, community focal points, help desks, etc.) appropriate to the context;
• Conduct regular community sensitization and awareness sessions on CRM, feedback channels, rights, and how to raise concerns (including protection from sexual exploitation and abuse - PSEA);
• Receive, register, analyze, and refer complaints/feedback in a confidential and timely manner using the CRM database; ensure proper categorization (programmatic, sensitive, SEA, etc.);
• Follow up on complaints with relevant program teams or focal points to ensure appropriate investigation and resolution within set timelines; provide updates to complainants where safe and appropriate;
• Ensure gender, age, disability, and protection considerations are integrated into CRM processes, with safe referral pathways for sensitive cases;
• Provide regular training and on-the-job coaching to staff, volunteers, and community structures on CRM, AAP, PSEA, and do-no-harm principles;
• Monitor and analyze CRM data trends, prepare monthly/quarterly dashboards and reports on complaints/feedback, response rates, resolution status, and key issues; share with management and donors as required;
• Identify systemic issues from feedback/complaints and recommend program improvements to enhance quality and accountability;
• Participate in internal and external meetings (e.g., AAP/CRM working groups, sector coordination) to represent EYN Projects and share updates;
• Support program teams in integrating CRM/AAP into project cycle (assessments, design, implementation, monitoring); contribute to proposals, reports, and strategy documents;
• Ensure confidentiality, data protection, and ethical handling of sensitive information in compliance with organizational policies;
• Monitor security and contextual risks related to CRM activities and report to supervisor;
• Assist in advocacy and community engagement during project entry and throughout implementation;
• Carry out documentation, archiving, and adherence to donor and organizational reporting frameworks;
• Actively participate in program management committee deliberations when required.

CORE BEHAVIOURS

• Competence in applying humanitarian principles and understanding of humanitarian action: Ensure all CRM activities align with international standards (CHS, Core Humanitarian Standard) and beneficiary accountability principles.
• Achieving results effectively: Maintain transparency and accountability in handling resources and information; make calm, informed decisions in challenging situations; document lessons learned. Maintaining and developing collaborative relationships: Build trust with communities and stakeholders; promote open dialogue and feedback; work collaboratively across teams.
• Operating safely and securely: Identify risks to complainants, staff, and organization; apply do-no-harm; follow safety protocols.
• Working/Supervision in environment of implementation: Support team well-being; remain effective under pressure; demonstrate integrity and ethical behavior.
• Leadership: Exhibit managerial courage; listen actively; encourage feedback; influence positively; support staff development.

QUALIFICATION AND EXPERIENCE:

• Bachelor’s degree in Social Sciences, Humanitarian/Development Studies, Human Rights, Law, Psychology, or related field from a recognized institution;
• At least 3–5 years of progressive experience in humanitarian or development contexts, with at least 2 years directly managing Complaints and Response Mechanisms (CRM), AAP, or protection/feedback systems;
• Proven experience in setting up and managing CRM in emergency or conflict settings;
• Experience with PSEA, gender/protection mainstreaming, and sensitive case handling;
• Knowledge of monitoring, data management, and reporting; ability to write clear, concise reports;
• Experience with other major donor-funded projects is an added advantage;
• Proven experience working in humanitarian settings with strong professional ethics.

KNOWLEDGE & SKILLS:

• Strong understanding of accountability to affected populations and humanitarian principles;
• Excellent interpersonal and communication skills for engaging diverse stakeholders;
• Proficiency in data management, analysis, and CRM database tools (Excel, KOBO, or similar platforms);
• Ability to handle sensitive information with confidentiality and empathy;
• Good report writing, presentation, and facilitation skills;
• Computer literacy and ability to work under pressure;
• Critical thinker with strong problem-solving and initiative;
• Fluency in English (written and spoken); knowledge of Hausa and/or Kanuri is an advantage.