The M&E Assistant (CRFM) plays a crucial role in ensuring effective Complaint Response Feedback and Mechanism (CRFM) management. The purpose of this position is to receive, record, and escalate complaints, provide feedback to complainants, and ensure timely resolution of beneficiary complaints. The M&E Assistant also supports the establishment and management of a CRFM database and monitoring system, conducts field visits, and contributes to accurate data collection and reporting. Ultimately, this position aims to enhance accountability, improve program quality, and strengthen beneficiary engagement within NRC programs.
Generic responsibilities:
Adhere to NRC policies, tools, handbooks and guidelines Assist with the implementation of the support function portfolio according to plan of action Prepare and develop status reports as required by management Ensure proper filing of documents Promote and share ideas for improvement of the support function.Specific Responsibilities:
Receive, record, and escalate complaints, feedback, and suggestions to relevant personnel (head of department) for response planning inย coordinationย withย theย M&E coordinator and Area Manager. Provide feedback to complainants on the progress of addressing their complaints and ensure all complaints are followed through to conclusion and documented. Address beneficiary Complaints promptly in order of urgency be aware of any target timelines for resolving complaints. Identify sources of data collection methods and resources needed and related beneficiary complaints. Highlight any trends or other issues that should be raised to senior management based on the information received through the CFRM. Provide appropriate and facilitative administrative follow-up actions to ensure effective application of Complaint Response Feedback and Mechanism and reporting tools. Assist in the establishment and management of a CRFM database and monitoring system for Puntland area NRC programs. Produce bi weekly reports on the CRFM and its progress. Carry out field visits and identify challenges and inconsistencies relevant to monitoring exercises. Build and maintain good working relations with NRC staff. In charge of maintaining and updating the Monitoring and Evaluation database, ensuring correct and swift data processing entry. Ensure accurate data collection, data entry and upload as well as basic analysis of information. Support in note-taking at FGDs/interviews and transcribing any recordings. Ensure timely reporting on monitoring activities in line with work plans and project timeline. Actively participate to project implementation & internal and external meetings. Assist with the record of the GPS coordinates of program activities. Assist with the productions of maps & other geographic information products. Prepare daily/weekly field visit schedule of monitoring and evaluation related to activities. Carry out any other relevant tasks to the position as requested by the line supervisor.Required Qualifications and Experience:
Bachelor's degree in Computer Science, Information Technology, Statistics, or a related field. At least 2 years of experience in Monitoring and Evaluation or a similar role, preferably within the humanitarian or development sector. Demonstrated experience in complaint handling, feedback mechanisms, or beneficiary accountability. Strong knowledge of data collection methods and tools, and experience in data entry and analysis. Proficiency in using computer software and databases for data management and reporting. Good knowledge of Microsoft suite applications (Word, Excel, PowerPoint, Outlook, and Access). Excellent communication skills, with the ability to effectively interact with complainants, stakeholders, and team members. Strong organizational skills, attention to detail, and ability to prioritize tasks and meet deadlines. Ability to work independently as well as collaboratively in a team environment. Proactive attitude, problem-solving skills, and ability to adapt to changing circumstances. Fluent in written and spoken English; knowledge of local languages is an advantage. Excellent program evaluative and report writing skills, with the ability to communicate findings and recommendations clearly and concisely. Strong analysis skills, both qualitative and quantitative, with the ability to interpret and present data effectively. Individual and group facilitative capacity building skills, with the ability to train and support staff in M&E processes. Possess cultural awareness and sensitivity, with the ability to work effectively in diverse cultural contexts. Commitment to upholding ethical standards and promoting accountability and transparency.What We Offer:
Key Information - Please Take Note When Applying
Apply by completing all the system-required fields of your experience, employment history, and education in your application. Ensure to attach your latest updated CV. Submit your application and CV in English. When creating your profile, include your full name as per your passport. Incomplete, email and paper applications will not be considered. Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline. Applications that do not meet the minimum standards in terms of experience or qualifications will generally not be considered. Unsolicited applications not related to this specific job advertisement will not be considered. Only shortlisted candidates will be contacted. We receive many applicants for each vacant position.Qualified female candidates are strongly encouraged to apply.
Due to large response, NRC will not provide feedback to those candidates who do not meet criteria and/or not follow the application process. The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country. Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks. NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.