The M&E Assistant (CRFM) plays a crucial role in ensuring effective Complaint Response Feedback and Mechanism (CRFM) management. The purpose of this position is to receive, record, and escalate complaints, provide feedback to complainants, and ensure timely resolution of beneficiary complaints. The M&E Assistant also supports the establishment and management of a CRFM database and monitoring system, conducts field visits, and contributes to accurate data collection and reporting. Ultimately, this position aims to enhance accountability, improve program quality, and strengthen beneficiary engagement within NRC programs.
Generic responsibilities:
Adhere to NRC policies, tools, handbooks and guidelines
Assist with the implementation of the support function portfolio according to plan of action
Prepare and develop status reports as required by management
Ensure proper filing of documents
Promote and share ideas for improvement of the support function.
Specific Responsibilities:
Receive, record, and escalate complaints, feedback, and suggestions to relevant personnel (head of department) for response planning in coordination with the M&E coordinator and Area Manager.
Provide feedback to complainants on the progress of addressing their complaints and ensure all complaints are followed through to conclusion and documented.
Address beneficiary Complaints promptly in order of urgency be aware of any target timelines for resolving complaints.
Identify sources of data collection methods and resources needed and related beneficiary complaints.
Highlight any trends or other issues that should be raised to senior management based on the information received through the CFRM.
Provide appropriate and facilitative administrative follow-up actions to ensure effective application of Complaint Response Feedback and Mechanism and reporting tools.
Assist in the establishment and management of a CRFM database and monitoring system for Puntland area NRC programs.
Produce bi weekly reports on the CRFM and its progress.
Carry out field visits and identify challenges and inconsistencies relevant to monitoring exercises.
Build and maintain good working relations with NRC staff.
In charge of maintaining and updating the Monitoring and Evaluation database, ensuring correct and swift data processing entry.
Ensure accurate data collection, data entry and upload as well as basic analysis of information.
Support in note-taking at FGDs/interviews and transcribing any recordings.
Ensure timely reporting on monitoring activities in line with work plans and project timeline.
Actively participate to project implementation & internal and external meetings.
Assist with the record of the GPS coordinates of program activities.
Assist with the productions of maps & other geographic information products.
Prepare daily/weekly field visit schedule of monitoring and evaluation related to activities.
Carry out any other relevant tasks to the position as requested by the line supervisor.
Bachelor's degree in Computer Science, Information Technology, Statistics, or a related field.
At least 2 years of experience in Monitoring and Evaluation or a similar role, preferably within the humanitarian or development sector.
Demonstrated experience in complaint handling, feedback mechanisms, or beneficiary accountability.
Strong knowledge of data collection methods and tools, and experience in data entry and analysis.
Proficiency in using computer software and databases for data management and reporting.
Good knowledge of Microsoft suite applications (Word, Excel, PowerPoint, Outlook, and Access).
Excellent communication skills, with the ability to effectively interact with complainants, stakeholders, and team members.
Strong organizational skills, attention to detail, and ability to prioritize tasks and meet deadlines.
Ability to work independently as well as collaboratively in a team environment.
Proactive attitude, problem-solving skills, and ability to adapt to changing circumstances.
Fluent in written and spoken English; knowledge of local languages is an advantage.
Excellent program evaluative and report writing skills, with the ability to communicate findings and recommendations clearly and concisely.
Strong analysis skills, both qualitative and quantitative, with the ability to interpret and present data effectively.
Individual and group facilitative capacity building skills, with the ability to train and support staff in M&E processes.
Possess cultural awareness and sensitivity, with the ability to work effectively in diverse cultural contexts.
Commitment to upholding ethical standards and promoting accountability and transparency.
What We Offer:
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Duty station: Garowe, Somalia
Contract duration: Initial 3 months’ probation period for 1 year contract, with possibility of extension.
Salary/benefits: According to NRC’s salary scale and terms and conditions, terms and conditions.
NRC is an equal opportunities employer. In the selection of our staff, we are committed to diversity without distinction to age, gender, religion, ethnicity, nationality, and physical ability.
We think outside the box, encourage ideas, and give responsibility to all employees at all levels. You will have many opportunities to be heard and take the initiative.
NRC may be required to verify the identity of its partners and to check that its partners have not been involved in illegal activities. NRC reserves the right to use electronic screening tools for this purpose.
Qualified female candidates are strongly encouraged to apply.
Due to large response, NRC will not provide feedback to those candidates who do not meet criteria and/or not follow the application process.
The Norwegian Refugee Council is an independent humanitarian organisation helping people forced to flee. We work in crises in more than 30 countries, where we help save lives and rebuild futures. We deliver high-quality aid where needs are greatest.... Read More
