The purpose of the Monitoring and Evaluation officer- Complaints and Feedback (CFM) role is to support and contribute to the NRC Complaints and Feedback Mechanism (CFM). The incumbent will ensure that NRC accountability mechanisms are in place in all NRC Area and Field offices to strengthen the quality and accountability of NRC programmes. He/she will be the focal person in managing complaints and feedback on NRC’s organizational performance, and for NRC to address such feedback and complaints in a safe and responsive manner. He/she will oversee an online complaints and feedback management system through documentation, implementation and coordination of CFM processes.

Duties and responsibilities

Generic responsibilities

• Adherence to NRC policies, guidance and procedures
• Support programme staff in planning for and executing CFM, including, data collection methodology and tools and data management, analysis and use.
• Implements independently procedures and activities within own function as delegated
• Responsible for organizing and delivery of tasks in line with priorities and standards
• Responsible for ensuring the complaints handling mechanism is in place across all NRC projects.
• Responsible to fulfil requirements of Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism
• Prepare and share monthly summary progress reports
• Use initiative in day to day problem solving in line with agreed procedures, priorities and standards for the area of work
• Development of holistic and needs based programmes, including cash-based interventions and market based programmes

Specific responsibilities

• Provide support to the review and development of complaints and feedback mechanism systems and tools, in collaboration with M&E Manager and programme teams.
• Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
• Train all field staff to carry out regular community feedback functions and ensure adherence to NRC Afghanistan CFM SOPs and internal policies.
• Ensure key information reaches beneficiaries using a number of methods (leaflets, orientation, and help desk) and ensure that all beneficiaries proper receive their benefits.
• Receive process and respond to beneficiary feedback and complaints and guide beneficiaries seeking help through hotlines, field visits, and other complaints and feedback mechanisms.
• Compile analyse and disaggregate monthly complaints and feedback by region , area, project, gender, etc to produce monthly Feedback/Complaint reports.
• During distributions, establish a help desk/information table to the community members to answer beneficiary comments/questions.
• Support beneficiaries by providing information services, follow up internally with complaints and feedback referrals process for handling by appropriate area officer and CC teams.
• Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
• Maintain a proper filing system for all the complaints and feedback with filling codes, work closely with Program team in order to collect feedback from sector leads about referred complains to their respective sectors.
• Refer allegations of irregularities, fraud, corruption or other forms of misconduct by directly informing the M&E manager
• Ensure the inclusion of cash-based interventions and market based programmes in country and area-based strategies and their implementation across and within NRC’s core competencies
• Provide an enabling environment for the implementation of cash-based interventions, including multi-purpose cash assistance, emergency cash responses

Qualifications

• Bachelor’s degree in (BA in social studies, development studies) or higher diploma in Economics ,M&E with at least 2-3 years of active professional experience in monitoring and evaluation, preferably under emergency or post-conflict setting.
• At least 3 years’ experience from working as an officer in a humanitarian/recovery context
• Knowledge and experience community communication , sensitization, handling beneficiary complaints and feedback
• Previous experience from working in complex and volatile contexts
• Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods
• Oral and written English communication skills;
• Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access)
• Understanding of data and information needs for program management and decision making
• Good communication and interpersonal skills
• Strong organisational and team working skills
• Good cultural awareness and sensitivity
• Highly approachable, trustworthy and confidential
• Advanced English Language level
• Knowledge of the NGO operations and the dynamics of the humanitarian sector is a plus
• Good level of proficiency in Windows Excel and quantitative analysis
• Proven presentation, training and facilitation skills
• Knowledge of cash-based interventions and market based programmes

Personal qualities

• Handling insecure environment
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect

Source:https://506668732.webcruiter.no/Main/Recruit/Public/4205685210?language=EN&link_source_id=0