Grievance, Response and Response Mechanism Officer at GOALPrime Organization Nigeria (GPON) in Borno

Position Overview

• Goalprime Company Nigeria is seeking a devoted and empathetic Grievance, Response and Response Mechanism Officer to be based in Maiduguri.
• This position is crucial for upholding our dedication to responsibility and transparency with the networks we serve.
• The CFRM Officer will be in charge of the full cycle of coordinating response and service issues, from intake to solution, making sure that the voices of recipients are heard and that their matters are handled in a prompt and respectful manner.
• This role requires a robust mix of data governance, public involvement, and a strong insight of humanitarian principles.

Primary duties

Set up and supervise various, reachable response channels (e.g., hotlines, suggestion boxes, face-to-face sessions, email) and ensure they are well-known and trusted inside the networks. Systematically accept and precisely log all service issues, response, and suggestions from recipients and group members. Record description are thoroughly in a devoted and secure DB, making sure all information is managed with rigid secrecy. Categorize service issues based on their nature (e.g., programmatic, safeguarding, protection). Guarantee promptness and suitable responses for all response. At once report to higher support tier serious or sensitive service issues, which includes those connected with Sexual Exploitation and Abuse (SEA), to the applicable focal points following established procedures. Serve as the central point for all service issues, referring them to the suitable programme or assist teams for investigative and solution. Track the advancement of each case to guarantee a prompt and acceptable result. Preserve an precise and current CFRM DB. Produce consistent documentation (routine, on a weekly basis, every month) that condense service issues and response practices. Interpret data to offer practical findings that assist enhance programme design, execution, and entire corporate performance. Carry out group consciousness sessions to guide recipients about their right to offer input and how to use the CFRM. Ensure the mechanism is welcoming and reaches all segments of the population, which includes at risk groups. Make sure that response is confirmed and that recipients are informed of the status and result of their service issues in a transparent and respectful manner. This comprises documenting all information exchange and solution steps.

Credentials & Expertise

• Bsc in Community-related Sciences, Development Studies, Humanitarian/Social advancement, Psychology, Statistics, or a relevant field.
• 2–3 years’ demonstrated expertise operating in humanitarian or development settings, ideally in responsibility, CFRM, Monitoring, evaluation, accountability and learning, protection, or public involvement positions.
• Proven expertise in managing sensitive service issues, which includes safeguarding and Sexual Exploitation and Abuse (SEA) cases, with a clear comprehension of secrecy and survivor-centered approaches.
• Expertise in database administration, records entry, evaluation, and generating documentation for strategic judgment.
• Prior expertise interacting with networks, coordinating consciousness sessions, and making sure welcoming involvement of at risk groups.
• 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.
• Good computer competencies (MS Word, Excel, PowerPoint).
• Outstanding status updates competencies