The 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

The purpose of the M&E Assistant (CFM) role is to support and contribute to the NRC Complaints and Feedback Mechanism (CFM). The incumbent will handle complaints and feedback from all NRC project interventions through various NRC CFM channels (hotline, e-mail, complaint box and Awaaz) and perform data entry of all the cases received into online CFM database. Communicate rapidly the received cases with the Programme team for resolving, while sending a confirmation message to project participants and stakeholders   received resolved cases from the field and log into the database and close the loop by providing response to the complainant/informant.

Generic responsibilities

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

Specific responsibilities 

• Provide support to the review and development of complaints and feedback mechanism systems and tools, in collaboration with M&E Manager, Accountability Officer and programme teams.
• Translation of the CFM communication materials and other tools as per need.
• Communicate and disseminate complaints handling procedures, policies and tools as appropriate to project participants and other stakeholders.
• Ensure key information reaches project participants using several methods (leaflets, orientation, and help desk)
• Receive and respond to project participant feedback and complaints and guide project participants seeking help through hotline and in person channels of complaints and feedback mechanisms.
• Log and create cases in the online database, along with key project participant identification data, and data relating to the nature of the call.
• Confirm the cases and share the cases unique reference number, to the relevant area focal point for follow-up.
• Convey the response or result of the cases to external stakeholders, project participants once relevant team provides their response to referred case.
• Support field M&E teams to establish a help desk/information table during distributions to the community members to answer project participant comments/questions.
• Respond to pending issues, provide support as needed, and communicate progress back to project participants.
• Support the accountability officer in maintaining and improving CFM database, tracker and other tools.
• Support the accountability officer in the preparation of analysis and reports on CFM data.                  

Generic Professional Competencies:

• Bachelor’s degree in (BA in social studies, development studies) M&E with at least 1-2 years of active professional experience in monitoring and evaluation, CFM or call center, preferably under emergency or post-conflict setting.
• Previous experience from working in complex and volatile contexts
• Dari and Pashto Communication Skills is a must with Oral and written English skills. Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access)
• Understanding of data and information needs for program management and decision making.

Context related skills: knowledge and experience:

• At least 2 years’ experience from working as an assistant in a humanitarian/recovery context
• Knowledge and experience community communication, sensitization, handling project participant complaints and feedback through hotline.
• Good communication and interpersonal skills
• Strong organisational and team working skills
• Good cultural awareness and sensitivity
• Highly approachable, trustworthy and confidential
• Command over Pashto and Dari Speaking Skills,
• Advanced English Language level
• Knowledge of the NGO operations and the dynamics of the humanitarian sector is a plus
• Good level of proficiency in MS Excel, Kobo Collect and PowerBi is a plus.

Behavioral Competencies:

• Working with people
• Communicating with impact and respect
• Strategic thinking
• Planning and delivering results
• Analysing
• Handling insecure environments

We Offer:

• Monthly Salary based on NRC Afghanistan Salary Scale.
• NRC has medical coverage for staff plus 4 dependents. 
• Leave and Holidays accordingly Afghanistan Labour Law.
• Top up Credit card on monthly basis. 

1st Option: For applying and more information, please copy below link and paste in the web address.

Monitoring and Evaluation Assistant Afghanistan Kabul - NRC NORCAP Careers Career

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.

2nd Option: Based on the policy, only for this position hardcopies of the CVs can be submitted on the  below address:

3rd Street, Qala-e-Fathullah, PD#10 (Landmark: ABC Supermarket street, beside MSF Office)