Community Reporting Mechanism Supervisor (CRM) at GOALPrime Organization Nigeria

Adamawa

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GOALPrime Organization Nigeria (GPON) is a National Social Enterprise Non-Government Organization with a vision to realize a better world for children, young people, and caregivers. GOALPrime is committed to achieving its vision by partnering with all stakeholders to realize a world where children, young people, and caregivers are safe, supported protected, and empowered through age-appropriate, culturally sensitive, disability-inclusive, and gender-transformative approaches. GOALPrime Organization Nigeria presently implements in the BAY States (Borno Adamawa and Yobe) of the Northeast of Nigeria, Northwest (Sokoto, Zamfara & Katsina), North Central (FCT, Plateau & Benue), and the Southeast (Abia) where over 7,000,000 lives (directly and indirectly) with integrated services across different thematic areas of response vis-à-vis child protection in emergencies, education in emergencies, nutrition in emergencies, primary health, WASH in emergencies, GBV in emergencies, life-skills, peacebuilding, Implementation research, common pipeline management and socioeconomic reintegration for children affected by armed conflict. GOALPrime’s programmes cut across Emergencies, Nexus, and Development.

We are recruiting to fill the position below:

Job Title: Community Reporting Mechanism Supervisor (CRM)

Location: Adamawa
Duration: 6months

Responsibilities
System Management & Implementation:

  • Establish and manage multiple feedback channels (help desks, suggestion boxes, hotlines, in-person reporting, etc.) across project sites.
  • Ensure CRM tools, processes, and SOPs are in place, understood by staff, and consistently used.
  • Oversee and regularly update the CRM database or tracker, ensuring completeness, accuracy, and confidentiality.

Complaint Handling:

  • Receive, record, and categorize all community feedback and complaints in a timely and confidential manner.
  • Ensure sensitive and protection-related complaints (e.g., SEA, GBV) are referred immediately and appropriately according to the organization’s referral protocol and safeguarding policies.
  • Follow up with relevant program and support teams to ensure timely resolution and response to complaints.

Community Engagement:

  • Raise awareness and provide orientation to community members, partners, and beneficiaries on the availability, purpose, and use of the CRM.
  • Engage community leaders and structures to promote the use of the CRM and build trust around the process.
  • Ensure feedback loops are closed by providing timely responses to complainants.

Team Supervision:

  • Supervise CRM Assistants or Complaint Desk Officers and provide ongoing technical guidance.
  • Conduct training and coaching for CRM focal points, staff, and volunteers on accountability and data protection principles.

Monitoring, Learning, and Reporting:

  • Analyze trends and patterns in complaints and feedback to inform program improvement and decision-making.
  • Prepare and submit regular reports (weekly/monthly) on CRM performance, trends, and resolution rates.
  • Ensure that lessons learned from community feedback are documented and integrated into project implementation and future planning.

Coordination:

  • Coordinate with MEAL, Protection, and Program teams to ensure effective complaint resolution and improved service delivery.
  • Attend accountability or feedback coordination meetings at field and national levels when required.
  • Work Environment Host Communities and camp.

Minimum Qualifications

  • Bachelor’s Degree in Social Sciences, Community Development, Development Studies, or a related field.
  • At least 2–3 years of experience in Accountability to Affected Populations (AAP), community feedback mechanisms, or MEAL roles in humanitarian or development settings.
  • Proven experience supervising staff and coordinating field-level accountability activities.
  • Experience in handling sensitive complaints (e.g., PSEA, GBV) with discretion and professionalism.
  • Familiarity with humanitarian principles and Core Humanitarian Standards (CHS).
  • Fluency in English and local languages (e.g., Hausa, Kanuri) is highly desirable.
  • Strong computer literacy, including MS Excel, Word, and data entry software.

Languages:

  • Fluency in English and Hausa, other spoken languages in the community, is an added advantage.

Salary
N150,000 – N200,000 / month.

Application Closing Date
20th August, 2025.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.

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