- Role and responsibilities
Generic responsibilities
- Ensure adherence with NRC policies, tools, handbooks and guidelines.
- 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.
Specific responsibilities
- 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. This includes i) collection of comprehensive beneficiary information and their feedback/complaint ii) accurate entry and categorization of the case in the CFM database, and iii) following up and eventually closing the case with beneficiaries according to complaints, and feedback mechanism (CFM) SOPs.
- 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 otherLead 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 MEL Coordinator and the CFM Coordinator.
- Competencies
Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:
1. Professional competencies
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies:
- Competency in MEL, Accountability towards affected people, Community engagement or complaints and feedback case management in a humanitarian/recovery context
- Minimum of a university degree.
- Willingness to work in complex and volatile contexts
- Able to travel to other areas in Sudan.
- Documented results related to the position’s responsibilities
Context/ Specific skills, knowledge and experience:
- Experience from working in IDP /refugee related programmes.
- Experience with and knowledge of principles and current approaches to monitoring and evaluation in relief and development programs, using both quantitative and qualitative methods.
- Experience in handling feedback.
- Fluency in English & Arabic.
- Computer skills, including MS Office (Word, Excel, Outlook).
- Knowledge of digital data collection platforms (KoBo, CommCare, Ona) is an addition.
2. Behavioural competencies
These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, and the following are essential for this position:
- Planning and delivering results
- Empowering and building trust
- Communicating with impact and respect
- Handling insecure environment
