Job Detail

Generic Responsibilities:

1. Adherence to NRC policies, guidance, and procedures
2. Support programme staff in planning for and executing CFM, including, data collection methodology and tools and data management.
3. Implements independently procedures and activities within own function as delegated
4. Responsible for organizing and delivery of tasks in line with priorities and standards
5. Responsible for receiving and responding to the beneficiaries’ cases (complaints and feedback) from all NRC projects interventions through CFM WhatsApp channel.
6. Responsible to fulfil requirements of Humanitarian Accountability Partnership (HAP) standards especially regarding information sharing, beneficiaries’ participation, complaints, and response mechanism
7. Use initiative in day-to-day problem solving in line with agreed procedures, priorities, and standards for the area of work
8. Development of holistic and needs based programs, including cash-based interventions and market-based programs

Specific Responsibilities:

1. Provide support to the review and development of complaints and feedback mechanism systems and tools, in collaboration with M&E Manager, Accountability Officer and program teams.
2.  Translation of the CFM communication materials and other tools as per need.
3. Communicate and disseminate complaints handling procedures, policies, and tools as appropriate to beneficiaries and other stakeholders.
4. Ensure key information reaches beneficiaries using several methods (leaflets, orientation, and help desk)
5. Receive and respond to beneficiary feedback and complaints and guide beneficiaries seeking help through hotline and in person channels of complaints and feedback mechanisms.
6. Log and create cases in the online database, along with key beneficiary identification data, and data relating to the nature of the call.
7. Confirm the cases and share the cases unique reference number, to external stakeholders, beneficiaries who reported any case through any channel of the CFM channels.
8. Convey the response or result of the cases to external stakeholders, beneficiaries once relevant team provides their response to referred case.
9. Support field M&E teams to establish a help desk/information table during distributions to the community members to answer beneficiary comments/questions.
10. Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
11. Ensure the inclusion of cash-based interventions and market-based programs in country and area-based strategies and their implementation across and within NRC’s core competencies
12. Provide an enabling environment for the implementation of cash-based interventions, including multi-purpose cash assistance, emergency cash responses.
13. Cooperation with M&E Assistant- CFM (Responsible for CFM hotline channel)
14. Perform any other task given by supervisor.

For applying and more information, please copy below link and paste in the web address.

https://ekum.fa.em2.oraclecloud.com:443/hcmUI/CandidateExperience/en/job/8587/share/300000400301547?utm_medium=jobshare 

Note: All applicants are supposed to create and properly fill online CV profile in the system, example (personal, education, experience background etc..) and only attaching CV won’t be enough.