Role and responsibilities
Generic responsibilities
Specific responsibilities
Serve as primary contact for all CFM related issues within the office. Support on data collection in the field. Develop M&E plan with the programme team and regularly update it. Handle and process beneficiary contacts received through suggestion boxes, in person visits, 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. Maintain M&E folders on SharePoint by keeping them up to date and consistent with NRC guidelines on filing, file sharing and data protection. Support in simple data analysis. Other activities agreed on and discussed with the M&E Coordinator and line manager.
Professional competencies
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies:
Work experience as M&E, Accountability towards affected people, Community engagement or complaints and feedback case management in a humanitarian/recovery context. Minimum of a university degree. Previous experience from working in complex and volatile contexts. Able to travel to other areas in Sudan. Documented results related to the position’s responsibilities.
Context/ Specific skills, knowledge and experience:
Experience from working in IDP /refugee related programmes. Experience with and knowledge of principles and current approaches to monitoring and evaluation in relief and development programs, using both quantitative and qualitative methods. Fluency in English & Arabic. Experience in handling feedback. Computer skills, including MS Office (Word, Excel, Outlook). Knowledge of digital data collection platforms (KoBo, CommCare, Ona) is an addition.
Behavioural competencies
These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, and the following are essential for this position:
Planning and delivering results. Empowering and building trust Communicating with impact and respect Handling insecure environmentThe 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.