Job Description

Generic responsibilities:

These responsibilities shall be adapted to the particularities of the job location and context, phase of operation, strategic focus and type of intervention. This section shall be revised whenever a new employee is hired or the context changes significantly.

1. Adhere to NRC policies, tools, handbooks and guidelines
2. Assist with the implementation of the support function portfolio according to plan of action
3. Prepare and develop status reports as required by management
4. Ensure proper filing of documents
5. Promote and share ideas for improvement of the support function.

Specific Responsibilities:

1. Receive and record information (Complaints, Feedback or Suggestions)
2. In coordination with the M&E staff and Head of Office, escalate complaints to the relevant person (head of department) and together formulate a response plan.
3. Give feedback to the complainants on the progress of addressing their complaints.
4. Ensure that all complaints are followed through to conclusion and the process documented.
5. Address beneficiary Complaints promptly in order of urgency be aware of any target timelines for resolving complaints.
6. Identify sources of data collection methods and resources needed and related beneficiary complaints.
7. Highlight any trends or other issues that should be raised to senior management based on the information received through the CFRM.
8. Provide appropriate and facilitative administrative follow-up actions to ensure effective application of Complaint Response Feedback and Mechanism and reporting tools.
9. Assist in the establishment and management of a CRFM database and monitoring system for Jubaland area NRC programs.
10. Produce bi weekly reports on the CRFM and its progress.
11. Carry out field visits and identify challenges and inconsistencies relevant to monitoring exercises.
12. Build and maintain good working relations with NRC staff.
13. In charge of maintaining and updating the Monitoring and Evaluation database, ensuring correct and swift data processing entry.
14. Ensure accurate data collection, data entry and upload as well as basic analysis of information.
15. Support in note-taking at FGDs/interviews and transcribing any recordings.
16. Ensure timely reporting on monitoring activities in line with work plans and project timeline.
17. Actively participate to project implementation & internal and external meetings.
18. Assist with the record of the GPS coordinates of program activities.
19. Assist with the productions of maps & other geographic information products.
20. Prepare daily/weekly field visit schedule of monitoring and evaluation related to activities.
21. Carry out any other relevant tasks to the position as requested by the line supervisor.

Critical interfaces:

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons.

Relevant interfaces for this position are:

• M&E Coordinator
• M&E Officer
• Area Manager
• Program staff
• Implementing partners

Experiences and Qualifications

We are looking for a university degree graduate preferably in IT, statistics and knowledge management, international relations and/or development or other relevant discipline with at least 2-3 years' experience in an international NGO preferably in an emergency or post-conflict setting including in M&E design and implementation.

Previous experience from working in complex and volatile contexts

Documented results related to the position’s responsibilities.  Fluency in English, both written and verbal.

We are particularly looking for a positive individual with strong communication skills, who can build trust and confidently navigate both internally and externally at different levels.

In this position you will join highly motivated and expert staff who are making a difference to the most vulnerable people

Skills Required

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