All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.
The purpose of M&E intern is to manage all CRFM issues in South-central field offices, and the following is a brief description of the role.
- The M&E intern will be responsible for receiving complaints, coordinating the process of resolving the complaint, giving response to the complainant, and compiling reports on the CRFM.
- He/She will create periodic summary reports (minimum monthly) on these records from the database and share the report with M&E Coordinator as well as ensuring that complaints are followed up and acted upon in a timely manner and the CRFM Database updated on a regular basis.
Generic responsibilities
- Promote the rights of IDPs/returnees in line with the advocacy strategy.
- Work as focal person and receive beneficiaries compliant/feedback reports through hotlines and store the information into prescribed excel database
- Update regularly compliant/feedback tracking excel database and provide further analysis
Specific responsibilities
- Receive and record information (Complaints, Feedback or Suggestions)
- In coordination with the M&E staff and the area manager, escalate complaints to the relevant person (head of department) and together formulate a response plan.
- Give feedback to the complainants on the progress of addressing their complaints.
- Ensure that all complaints are followed through to conclusion and the process documented.
- Address beneficiary complaints promptly in consultation with M&E Coordinator 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 South Central 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.
- Assist in documenting case studies and success stories (written & audio) for specific project component and the overall program.
- Carry out any other relevant tasks to the position as requested by the line Manager or supervisor.
Competencies
Value driven competencies
You must be committed to the following NRC values:
- Dedicated
Innovated Inclusive and Accountable.
Behavioral competencies
Handling insecure environments Planning and delivering results Empowering and building trust Managing resources to optimize results Managing performance and development
Competencies
Professional competencies
Extensive experience working in Humanitarian operations in challenging environments. Excellent interpersonal and networking skills and the ability to liaise authoritatively with figures from the humanitarian community, local government and army, and other relevant actors, when required. Willingness to work in demanding, stressful situations under difficult living conditions with respect for basic security rules. Fluency in both spoken and written English is required as well as excellent Somali language (Both Maay and maxatiri dialect).
Context related skills, knowledge and experience:
The following knowledge and skills may be acquired through a combination of formal schooling, self-education, and prior experience and on the job training.
Diploma or degree in Community Services and other relevant courses. Proficiency in Microsoft Office suite is required. Prospective candidates must have strong analytical skills as well as report writing skills. The position requires a person who is self-starter, who can accomplish the tasks with little or no supervision. He/she must be diligent in paperwork, have integrity and be able to cooperate with field staff, warehousemen as well as truck drivers.
Behavioural competencies
Managing resources and achieving results Communicating with impact and respect