All NRC employees are expected to work under the organization’s core values: dedication, innovation, inclusivity, and accountability. These attitudes and beliefs shall guide our actions and relationships.
Generic responsibilities:
1. Ensure adherence with NRC policies, tools, handbooks and guidelines.
2. Implement delegated CC project portfolio according to plan of action.
3. Prepare and develop status reports as required by management.
4. Responsible for organizing and delivery of tasks in line with priorities and standards.
5. Ensure proper filing of documents.
6. Support and contribute to the development of a data management system through
documentation, implementation and coordination of standardizes information flow of MEL
activities and reporting.
7. Promote and share ideas for technical improvement.
8. Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles
within NRC and amongst beneficiaries served by NRC.
Specific responsibilities:
Serve as primary contact for all CFM related issues within the office.
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 NRC program and Implementing Partner staff to ensure they
have the capacity and skills to deal with complaints at the field level.
Conduct CFM sensitization, focus group discussion and listening meetings with affected
population.
Docusign Envelope ID: 8FD24A6A-CCDE-44DD-B3AF-EDC083505F03
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 program teams to ensure cases are
documented and resolved.
Support and scale-up the implementation of Child Friendly CFM in schools.
Conduct verification for the monthly reporting and support in consolidating the reporting
system.
Ensure the weekly reporting is consolidated by the program team and update the system
accordingly.
Organize quarterly CFM Sessions where the program staff and field teams can share their
experiences, challenges, and solutions in handling feedback/complaints and learn from each
otherLead the data collection activities at the level of field and engage with communities to
ensure that stakeholders understand MEL activities.
Conduct data cleaning and ensure data storing and proper documentation for beneficiaries
and projects data.
Support in the process of capturing the lessons learned and documenting them.
Update the local partners progress report in coordination with the MEL coordinator.
Other activities agreed and discussed with the MEL Coordinator and the CFM Coordinator.
Professional competencies:
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies:
Competency in MEL, Accountability towards affected people, Community engagement or
complaints and feedback case management in a humanitarian/recovery context
Minimum of a university degree.
Willingness to work in complex and volatile contexts
Able to travel to other areas in Sudan.
Documented results related to the position’s responsibilities
Docusign Envelope ID: 8FD24A6A-CCDE-44DD-B3AF-EDC083505F03
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.
Experience in handling feedback.
Fluency in English & Arabic.
Computer skills, including MS Office (Word, Excel, Outlook).
Knowledge of digital data collection platforms (KoBo, CommCare, Ona) is an addition.
Behavioral 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 environment