Role and responsibilitiesย
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Generic responsibilities
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Specific responsibilitiesย ย
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Serve as primary contact for all CFM related issues within the office.Handle and process beneficiary contacts received through suggestion boxes, in person visits,ย 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 program staff to ensure they have the capacity and skills to deal with complaints at the field level.Conduct 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 programme teams to ensure cases are documented and resolved.Support and scale-up the implementation of Child Friendly CFM in schools.Other activities agreed and discussed with the MEL Coordinator and line manager.ย ย ยย ย ย ย ย ย ย ย ย ย ย ย ย ย
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Critical interfacesย
By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:ย ย
MEL Teamย ย Program Staffย Digital Hub Community (DCH) TeamRisk and Compliance TeamCompetenciesย ย ย
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:ย
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Professional competenciesย ย
These are skills, knowledge and experience that are important for effective performance.ย ย
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Generic professional competencies:ย ย
Workย experienceย asย MEL, Accountability towards affected people, Community engagement or complaints and feedback case management in a humanitarian/recovery contextย Minimum of a university degree.Previous experience from working in complex and volatile contextsย Able to travel to other areas in Sudan.Documented results related to the positionโs responsibilitiesยย
Context/ Specific skills, knowledge and experience:ย ย
Experience from working in IDP /refugee related programmes.ย Experience with and knowledge of principles and current approaches to monitoring, evaluation and learning in relief and development programs, using both quantitative and qualitative methods.ย Fluency inย English & Arabic.Experience in handling feedback.Computer skills, including MS Office (Word, Excel, Outlook).ย Knowledge of digital data collection platforms (KoBo,ย CommCare, Ona) is an addition.ย
Behaviouralย competencies
These are personal qualities that influence how successful people are in their job. NRCโs Competency Framework states 12 behavioural competencies, and the following areย essentialย for this position:ย
Planning and delivering resultsย Empowering and building trustย Communicating with impact and respectย Handling insecure environmentย