Overview
Provide technical support for Monitoring, Evidence, Accountability, and Learning (MEAL) activities, with a focus on the Complaints and Feedback Mechanism (CFM).
Key Responsibilities
- Implement delegated CC project portfolio according to plan of action.
- Prepare and develop status reports as required by management.
- Responsible for organizing and delivery of tasks in line with priorities and standards.
- Ensure proper filing of documents.
- Support and contribute to the development of a data management system through documentation, implementation and coordination of standardizes information flow of MEL activities and reporting.
- Promote and share ideas for technical improvement.
- Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.
- Serve as primary contact for all CFM related issues within the office.
- Handle and process beneficiary contacts received through suggestion boxes, in person visits, calls or emails.
- Hold refresher sessions for NRC program and Implementing Partner staff to ensure they have the capacity and skills to deal with complaints at the field level.
- Conduct CFM sensitization, focus group discussion and listening meetings with affected population.
- Support in the service mapping of other organizations in the field for external referral.
- Refer cases to other organizations as per to the CFM Referral SoP.
- Collaborate with Digital Hub Community (DCH) and program teams to ensure cases are documented and resolved.
- Support and scale-up the implementation of Child Friendly CFM in schools.
- Conduct verification for the monthly reporting and support in consolidating the reporting system.
- Ensure the weekly reporting is consolidated by the program team and update the system accordingly.
- Organize quarterly CFM Sessions where the program staff and field teams can share their experiences, challenges, and solutions in handling feedback/complaints and learn from each other
- Lead the data collection activities at the level of field and engage with communities to ensure that stakeholders understand MEL activities.
- Conduct data cleaning and ensure data storing and proper documentation for beneficiaries and projects data.
- Support in the process of capturing the lessons learned and documenting them.
- Update the local partners progress report in coordination with the MEL coordinator.
- Other activities agreed and discussed with the MEAL Coordinator and the CFM Coordinator.
Required Experience
Experience in implementing delegated CC project portfolio. Experience in supporting and contributing to the development of a data management system. Experience in handling and processing beneficiary contacts. Experience in conducting CFM sensitization, focus group discussion and listening meetings. Experience in service mapping of other organizations. Experience in referring cases to other organizations. Experience in collaborating with Digital Hub Community (DCH) and program teams. Experience in supporting and scaling-up the implementation of Child Friendly CFM in schools. Experience in conducting verification for monthly reporting. Experience in consolidating the reporting system. Experience in leading data collection activities at field level. Experience in engaging with communities. Experience in conducting data cleaning. Experience in data storing and proper documentation. Experience in capturing lessons learned. Experience in updating local partners progress report.
