CRM Officer needed at GOALPrime Organization Nigeria

The Opportunity

For the next 12 months, GPON with funding support from ECW-SCI, will be implementing an Education in Emergencies project in Zamfara and Kastina states, focusing on improving education in emergencies and protection outcomes for IDPs that involves timely and responsive protection monitoring, capacity building for government, education mainstreaming and stakeholders, awareness-raising on SGBV, case management, and child protection. 

The intervention aims to guarantee that all individuals-men, women, boys, and girls, including internally displaced persons (IDPs) and persons with disabilities-receive life-saving integrated responses, ensuring their safety within their communities and timely support in case of harm. GPON will deliver comprehensive services encompassing education in emergencies, child protection, gender-based violence (GBV), and protection coordination, advocacy, and information for the affected populations under First Emergency Response to the Displaced Population in Zamfara, Sokoto, and Katsina States, Northwest Nigeria funded by Education Cannot Wait and jointly implemented under consortium led by SCI. Hence we seek individuals who shared the same vision with us to join our team-GPON employees are dedicated to making a lasting difference by restoring safety, dignity, and hope to millions. If you’re passionate about creating solutions and driving change, join us in improving lives around the world for a brighter future.

Job Overview/Summary

The Complaint, Response and Feedback Mechanism (CRM) Officer reports to the MEAL Coordinator in and will be responsible for ensuring that feedback of beneficiaries are collected, recorded and responded to in timely manner through a robust and contextually appropriate system of feedback mechanisms. She/he will ensure that Beneficiaries Responsiveness in all phases of projects comply with GPON initiatives and commitments. The CRM Officer will be responsible for providing hands-on support in conducting assessments for designing and selection of feedback channels, prepare and implement proactive and reactive feedback channels plans and ensure that beneficiaries feedback (overall/as a trend) is taken into account during the program design phase, mid-term and end-line evaluation. She/he will be responsible to ensure that GPON beneficiaries are regularly consulted and informed about available feedback channels.

Major Responsibilities

Beneficiaries Responsiveness:

•  Work with MEAL Coordinator to establish beneficiaries feedback mechanisms to ensure GPON is meeting its internal and external accountability commitments through the implementation of sound accountability, beneficiaries feedback, and response mechanisms
•  Update/Review the SOPs and Feedback Plans together with the MEAL Coordinator
•  Update/Review the feedback register and develop regular summaries to share with MEAL Coordinator.
•  Lead and coordinate processes to collect, review and respond to beneficiaries feedback at field level.
•  Set up feedback mechanisms to collect and respond to beneficiaries feedback both proactive and reactive channels
•  Conduct regular FGDs and meetings with different stakeholders including beneficiaries to solicit feedback on GPON’s work.
•  During distributions, establish a help desk/information table for the community members to answer beneficiary comments/questions. After the distribution, prepare help desk reports on the distribution.
•  Prepare CRM reports based on consolidated analysis of beneficiaries’ feedback recorded via proactive and reactive channels, to be discussed at field meetings, project review meetings for analysis and decision making at the provincial level.

Data usage for Action

•  Work with MEAL Coordinator to compile Beneficiaries feedback data summaries and its analysis is available for senior management, while considering the confidentiality and beneficiaries’ protection.
• Ensure regular flow of BeneficiariesResponsiveness data from field to country MEAL, analyze and interpret the data to help program management in taking informed decisions.
• Produce and submit high-quality reports on beneficiaries’ responsiveness within the agreed timelines clearly demonstrating trends and key lessons learnt.
•  Lead documentation and sharing of knowledge and emerging practices on Beneficiaries Response  internally and externally with the wider stakeholder audience.
•  Participate in program coordination meeting and progress against activities and budget

Management and Coordination

•  Provide oversight of Beneficiaries Response activities, team building and the creation of external partnerships
•  Responsible for developing work plans as envisaged in the project proposal.
•  Facilitate and document regular meetings between partner’s MEAL staff and other stakeholders to oversee and discuss project progress, client’s feedback.
•  Manage the CRM staff at the provincial level as well as the hotline volunteers or assistant

Key Working Relationships

Position Reports to: MEAL Coordinator

Standard of Professional Conduct:The GPON and the GPON workers must adhere to the values and principles outlined in the GPON Way our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Commitment to Gender, Equality, Diversity, and Inclusion: The GPON is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The GPON expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the GPON persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.Additional job responsibilities:

The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within the reasonableness of their level of skills and experience

Behaviours (Values in Practice)

Accountability:

• Holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling GPON values.
• Holds the team and partners accountable to deliver on their responsibilities giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.

Ambition:

• Sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same.
• Widely shares their personal vision for GPON, engages and motivates others.
• Future orientated, thinks strategically and on a global scale.

Collaboration:

• Builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters.
• Values diversity sees it as a source of competitive strength.
• Approachable, good listener, easy to talk to.

Creativity:

• Develops and encourages new and innovative solutions.
• Willing to take disciplined risks.

TECHNICAL EXPERTISE, SKILLS AND KNOWLEDGE 

• Bachelor degree in Statistics, Social Sciences, Development Studies, Project Management or in any other relevant discipline.
•  3 years of consistent proven and successful experience of monitoring, evaluation, accountability, and learning specific experience in feedback management will be added advantage
•  Demonstrated understanding of project management in a similar role/with similar responsibilities in a multi-sectoral and multi-donor environment.
•  Good written and spoken English, Hausa skills.
•  Good interpersonal and communication skills.
•  Strong team management experience with sound capacities to work in a diversified team
•  Willingness to work under pressure and stressful situations without minimal supervision and without compromising on deadlines or quality.
•  Values diversity, sees it as a source of competitive strength
•  Good communication, presentation and interpersonal skills.
•  Excellent computer skills and competency in Word, Excel, PowerPoint, Kobo Toolbox, QGIS.
•  Willingness to travel to field sites under demanding conditions.

LEVEL OF CONTACT WITH CHILDREN 

Low contact: High

Salary and conditions: NGN 500,000 NGN700,000. The income will be subject to statutory deductions as per applicable Nigeria laws. The employee is responsible for the tax returns.

The position is for Nigerian nationals only and qualified female candidates are encouraged to apply.