The MEAL Officer works as part of DRC’s Programme Team, under the guidance and direct supervision of the MEAL Team leader with frequent travel to field locations, working with communities of Internally Displaced Persons (IDPs) in camps as well as with other communities affected by the conflict.
Specific duties and responsibilities
Develop and manage appropriate MEAL frameworks including Output Tracker, to measure both quantitative and qualitative progress against objectives, outputs and impact ensuring appropriate information is gathered to address all requirements for donor and internal reporting needs
Coordinate with Programme team to develop appropriate monitoring tools and methodologies to ensure both qualitative and quantitative information is collected, collated, and reported ensuring disaggregation of data as appropriate
Support the development of programme databases
Undertake detailed, critical analysis of data collected and present / report using a range of methodologies
Participate in Quarterly Project Review meetings to measure progress against objectives; identify variances and work closely with Programme Team to identify strategies to address variances
Manage hard and soft copy documentation of all M&E files including assessments, reports, case studies and photographs
Provide regular training / capacity building for programme staff and partners, in all tools and methodologies
Liaise and coordinate with external actors for collection of relevant statistics and data
Provide line management support to direct reports with regular 1:1 meeting being held ensuring adequate support and capacity building is provided.
Always comply with DRCs Code of Conduct and ensure adherence by all direct reports.
Beneficiary Accountability
In coordination with Community Feedback Mechanism (CFM) focal points, travel to project sites to manage helpdesks and awareness sessions with the communities (where applicable).
Actively promote the CFM in the community in coordination with programme teams.
Ensure the communication and dissemination of complaints handling procedures, policies and tools are appropriate to beneficiaries, project staff and other stakeholders drawing on multiple communication channels.
Regularly conduct accountability surveys and spot-checks to ensure beneficiary complaints are being addressed.
Management of feedback
Provide accurate advice to beneficiaries about DRC programs, activities and services as communities request information through DRC hotlines or other formalized complaints and feedback modalities.
Regularly update the Frequently Asked Questions (FAQ) in close coordination with programme teams.
Coordinate internally with identified CFM focal points from across all projects to resolve, document actions taken, and mark feedback as closed.
Ensure timely feedback to beneficiaries (where required) regarding complaints and ensure they are appropriately managed, acknowledged and followed up as per internal workflow processes.
Maintain an effective centralized tracking/CFM database system for all the complaints and feedback
ensuring confidentiality and always protecting beneficiaries’ identity.
Overseeing referrals
For all non-DRC programmatic feedback and complaints, follow-up externally via service mapping lists and refer to relevant NGOs, UN offices and sector leads.
Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
Ensure that the service mapping list is up to date.
Safeguarding of sensitive complaints
Ensure immediate referral of protection related concerns and sensitive cases according to the DRC F-CRM workflow.
Maintain utmost confidentiality of all complaints received and processed.
Reporting
Compile, analyse and produce monthly reports of progress on complaints handling.
Conduct quality assurance of CRM database and flag any errors to the area office.
Share the monthly CFM report with MEAL team leader and CFM Coordinator in Yangon.
Experience and technical competencies:
University (BA/BSc) degree in statistics or relevant field plus 2-years relevant experience working with a humanitarian or development organization
Extended period (2 years) of relevant experience working in a similar role and environment.
Excellent analytical and computer skills, especially Excel and databases
Excellent interpersonal and communication skills.
Fluency in English and Myanmar. Knowledge of Rakhine and Muslim language an advantage.
