Overview
The purpose of this role is to support accountability and Complaints and Feedback Mechanism (CFM) activities within the MEAL team in the Aden office through a learning and hands-on experience approach. The intern will be trained on accountability practices and data collection processes, and will gradually apply this knowledge to support ongoing activities.
Key Responsibilities
- Responsible for receiving complaints and feedback from beneficiaries on the hotline, toll-free, feedback boxes and/or any newly instituted feedback channels in addition to ensuring that any sensitive feedback received are coded to the CFM database/system.
- Ensure the timely entry of all feedback received from beneficiaries/stakeholders into the CFM database and direct the feedback to the MEAL TL and MEAL Officer AAP for following up if needed. Ensure escalation of serious complaints (such as Code of Conduct violations and SEA violations) through the required channel.
- Under the direct supervision of MEAL Team Leader/Country Accountability Officer, coordinate with the MEAL and program field staff to compile any feedback received through the feedback channels which associated with the suggestion boxes, and ODM/PDM activities.
- Follow data protection protocols and steps. Implement protocols for data protection, storage, sharing, and security in the area of responsibility to ensure data is stored in safely and confidentially.
- Follow accountability and ethical standards in everyday work, including a commitment to AAP, PSEA and non-discriminatory service provision.
- Support in reviewing and translating the MEAL surveys/assessments.
- Submit the CFM database/report on a weekly and monthly basis to the MEAL Officer - AAP /MEAL Team Leader/MEAL Manager
- Perform other duties as assigned by MEAL Team Leader. This may include supporting with MEAL activities such as verification, baseline/endline surveys, PDMs, PSMs, etc.
Required Experience
- Experience in the similar job with national/international NGOs, public. Note: candidates with some experience in community service provision (e.g. health, education, youth) and volunteering will also be considered in place of formal NGO work experience.
- Ability to collect data and perform data quality steps, with strong attention to detail.
- Demonstrated personal commitment to service provision or volunteering within their community.
- Ability to follow and communicate instructions in relation to ethical principles including accountability to affected populations principles.
- Skill in MS Word, Excel, and general data literacy.
- Ability to discuss and follow priorities.
- Strong written and verbal communication skills (with a preference for strong facilitation and communications skills).
Qualifications
High school certificate. Preferably, bachelor’s degree in, management or any other related field. Candidates coming from backgrounds in teaching, customer service or professional sectors with strong social skills will also be considered.
