Job overview:
The purpose of the M&E Assistant (CFM) role is to support and contribute to the NRC Complaints and Feedback Mechanism (CFM). The incumbent will handle complaints and feedback from all NRC project interventions through various NRC CFM channels (hotline, e-mail, complaint box and Awaaz) and perform data entry of all the cases received into online CFM database. Communicate rapidly the received cases with the Programme team for resolving, while sending a confirmation message to project participants and stakeholders ย ย received resolved cases from the field and log into the database and close the loop by providing response to the complainant/informant.
For more details about this position please click here:ย Job Descriptionย andย NRC Grade Structure.
Generic responsibilities
Adherence to NRC policies, guidance and procedures Support programme staff in planning for and executing CFM, including, data collection methodology and tools and data management. Implements independently procedures and activities within own function as delegated Responsible for organizing and delivery of tasks in line with priorities and standards Responsible for receiving and responding to the project participantsโ cases (complaints and feedback) from all NRC projects interventions through CFM hotline channel. Responsible to fulfil requirements of Humanitarian Accountability Partnership (HAP) standards especially in regard to information sharing, project participantsโ participation, complaints and response mechanismย Use initiative in day to day problem solving in line with agreed procedures, priorities and standards for the area of work Development of holistic and needs based programmes, including cash-based interventions and market based programmesSpecific responsibilitiesย
Generic Professional Competencies:
Bachelorโs degree in (BA in social studies, development studies) M&E with at least 1-2 years of active professional experience in monitoring and evaluation, CFM or call center, preferably under emergency or post-conflict setting. Previous experience from working in complex and volatile contexts Dari and Pashto Communication Skills is a must with Oral and written English skills. Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access) Understanding of data and information needs for program management and decision making.Context related skills: knowledge and experience:
At least 2 yearsโ experience from working as an assistant in a humanitarian/recovery context Knowledge and experience community communication, sensitization, handling project participant complaints and feedback through hotline. Good communication and interpersonal skills Strong organisational and team working skills Good cultural awareness and sensitivity Highly approachable, trustworthy and confidential Command over Pashto and Dari Speaking Skills,ย Advanced English Language levelย Knowledge of the NGO operations and the dynamics of the humanitarian sector is a plus Good level of proficiency in MS Excel, Kobo Collect and PowerBi is a plus.ยBehavioral Competencies:
Working with peopleย Communicating with impact and respect Strategic thinkingย Planning and delivering results Analysing Handling insecure environmentsWe Offer:
Monthly Salary based on NRC Afghanistan Salary Scale. NRC has medical coverage for staff plus 4 dependents.ย Leave and Holidays accordingly Afghanistan Labour Law. Top up Credit card on monthly basis.ย The Norwegian Refugee Council (NRC) is a global humanitarian organisation helping people forced to flee.ย Join us in assisting millions of people in areas where others cannot, tackling some of the world's most dangerous and difficult crises. Bring your skills and dedication to an organisation recognised for providing high quality aid and for defending the rights of refugees and internally displaced people.ย At NRC, we give responsibility to employees at all levels and foster professional growth and innovative teams. You can expect a supportive culture and an open dialogue with management. We are committed to diversity, equity and inclusion.ย Together, we save lives and rebuild futures. Safeguarding is central to NRCโs work. We expect all employees to:ย โข treat everyone with respect and dignityย โข contribute to building a safe environment for allย โข never engage in any form of exploitation, harassment and specifically sexual exploitation, abuse and sexual harassment (SEAH)ย โข always report. NRC has a zero-tolerance approach to inaction against exploitation, abuse and SEAH