Service issues & Response Mechanism Focal Person at GOALPrime Organization Nigeria (GPON) - 2 Openings in Nigeria

Duties

• Receiving and Recording Response
• Assist the setup and routine management of response and grievance channels (assist desks, suggestion boxes, hotline assist, in-person).
• Accept and document service issues and response from recipients and group members in a respectful, safe, and private manner.
• Verify that every response is logged precisely into grievance logbooks or CRM tracking forms.
• Group Sensitization and Consciousness
• Carry out consistent consciousness-lifting in networks on the objective, accessibility, and use of the CRM.
• Engage group members, which includes women, youth, and persons with disabilities, to guarantee welcoming entry to the response mechanism.
• Explain what kind of response or service issues can be provided and the process for managing them.
• Safe Client recommendations and Synchronization
• At once flag and documentation sensitive or serious service issues (which includes GBV, SEA, or child protection matters) to the CRM Manager or Safeguarding Focal Point in line with referral procedures.
• Assist referral of general service issues to applicable departments and check in as ordered.
• Recordkeeping and Status updates
• Preserve clear, precise, and private records of all received service issues and response.
• Send routine or on a weekly basis documentation to the CRM Manager condensing the number and type of response received.
• Ensure response data is protected and only reachable to approved employees.
• Responsibility and Learning
• Assist public involvement to guarantee that response mechanisms are applicable and trusted.
• Engage in response sessions or learning sessions to enhance CRM procedures and responsiveness.

At least Certification

• At least Upper high school Certification (SSCE) or its equivalent; certification or academic qualification in any community-related science is a plus.
• A minimum of 1 year of expertise in humanitarian or development work, ideally in public involvement or responsibility positions.
• Clear expression and people skills.
• Understanding with the local circumstance and group dynamics.
• Capability to speak English and applicable local languages fluently (e.g., Hausa, Kanuri).
• Respect for secrecy and sensitivity when managing service issues.

Languages:

Fluency in English and Hausa, other spoken languages in the group, is a plus.

Gender Equality: 

GOALPrime is dedicated to narrowing the gender disparity in executive guidance roles. We provide perks that offer an empowering environment for women to engage in our staff, which includes parental leave, gender-sensitive guard procedures, and other helpful perks and stipends. Women are firmly inspired to submit application for this role.