SOLIDARITES INTERNATIONAL (SI) is an international humanitarian NGO which, for more than 40 years, has been providing assistance to populations affected by armed conflicts and natural disasters by meeting their vital needs for food, water and shelter. Particularly involved in the fight against diseases linked to unsafe water, the first cause of death in the world, SI's interventions provide expertise in the field of access to drinking water, sanitation, and hygiene promotion, but also in the essential area of food security and livelihoods. Present in around twenty-five countries, SI's teams – more than 2400 people in total made up of expatriates, national staff, permanent staff at headquarters, and a few volunteers - work with professionalism and commitment while respecting culture.

Solidarités International (SI) is determined to prevent and fight all type of abuse – all act of exploitation, abuse and/or sexual harassment (SEAH) against members of beneficiary communities or collaborators, fraud, corruption, violation of persons and/or property, funding of activities harmful to human rights – that could be perpetrated in the frame of its interventions. SI implements a zero-tolerance policy regarding acts of SEAH.

Solidarités International is an equitable employer committed to finding all forms of discrimination. SI will never ask for any remuneration to take part in a recruitment process.

MISSION / OBJECTIVES

Under the supervision of the MEAL Activity Manager, the MEL & FCRM Officer is in charge of the overall day to day management of the SI Feedback and Complaint Response Mechanism and the monitoring of the activities’ implementation. The FCRM and MEL officer will oversee the processing and translation of all feedback and complaints received through the Mechanisms and support the MEAL Activity Manager in training and following up with the roll out of the mechanism at Base level and providing the monthly reports on the receipt of feedback / complaints and manage the base’s FCRM database along with participating in  MEL activities, collecting data and provides evidences of the program’s progress and achievements.

The FCRM and MEL Officer will ensure coherent and timely response to feedback and complaints from project stakeholders, will also report and help to improve SI accountability toward affected population.

POSITION

List of main tasks:

Support the rolling out of FCRM system at base level contributing in Afghanistan mission

• Support the MEAL Activity Manager in training SI staff and new staff to raise awareness regarding the feedback and complaint mechanisms and accountability to affect persons (AAP) in general.
• Ensuring compliance and follow up of FCRM at base level.
• Follow proper implementation of FCRM standard operating procedures and refer all cases to the appropriate focal point.
• Support the field teams developing FCRM information sharing plan.
• Support the field teams in identifying and establishing functional feedback and complaints mechanism in addition to the hotline.

Process feedback and complaints received

• Monitor the receipt of feedback and complaints utilizing the four feedback mechanisms available within the base mission (sms, email, complaints form and hotline).
• Ensure that all information related to complaints is properly recorded and that the logbook is clean.
•  Translate all feedback and complaints received and share them with PMs, field coordinators and MEAL Activity Manager for timely responses and complainant satisfaction.
• Ensure follow-up of all cases referred to the management team until the closure of the case.
• Ensure adequate management of the feedback / complaints database.
• Ensure proper archiving for future reference as per SI FCRM archiving SOPs.

Analyze the information and write report

• Systematically review data consistency in compliance with FCRM Standard operating procedures and data protection standard operating procedures.
• Provide MEAL Activity Manager with Monthly FCRM reports regarding the feedback and complaints received, status and recommendations.
• Support the MEAL Activity Manager with the preparation of quarterly reports.
• Produce disaggregated FCRM reports per location to ease donor reports on AAP sections.
• Gap detection and analysis
• Report possible problem or conflict during programme activities.

Monitoring and evaluation (M&E)

• Under the responsibility of the MEAL Activity Manager, participate in the logistics and administrative organisation, planning and preparation of M&E missions:

• Contribute to the creation of monitoring tools and to the preparation of database frames based on questionnaires.

• Collect monitoring data using SI tools:

• Contribute to data collection at field level (overseeing surveys etc.) using Kobo, and make sure that all available aspects are covered.
• Ensure that all data is entered on time and check their consistency and quality.
•  Contribute to maintain the database following a standard format allowing aggregation of data to produce routine or periodic monitoring reports.

• Apply the security procedures in the context of monitoring & evaluation missions.
• Data analysis:

• When needed, provide data cleaning and pre-analysis support to understand the findings of the data collected

Learning

• Formulate preliminary recommendations on how to improve the activities
• Participate in lessons learnt exercises with program teams to improve the activity implementation

Ethic and professional practice

• Display high commitment to confidentiality.
• Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and CRM

Reporting / communication  

• Draft MEAL reports and provide project updates and recommendations as necessary.
• Participate in seminars and training workshops which may be useful to the accomplishment of monitoring & evaluation activities and the attainment of the project’s objectives and in restitution workshops.
• Bring to light any difficulty linked to her activities, to the programs of Solidarités or security concerns
• Collaborate with the administration and the local authorities

HR Management

• Take part in recruitment of the monitoring team (enumerators / DW) when needed
• Train and build the capacity of the team (enumerators /DW)
• Supervise the monitoring team (enumerators / DW)  

Education: Minimum of Bachelor Degree in Education, Demography, Statistics, Information Technology, Computer Science, or any related courses.

Experience: At least 2 years of experience working in MEAL or in managing of feedback and complaints response mechanism for Humanitarian/developmental organizations.

Language Skills: Fluent in English and Pashto / Dari (speaking and writing).Proficiency in Balochi is desirable.

Qualified Female candidates are highly encouraged to apply and will be given preference. Good computer skills, data analysis, and reporting skills Good knowledge of humanitarian standards, international and national humanitarian laws and policies. Strong organization, planning, data collection and reporting skills. Proficient in need assessment and market assessments.

Submission Guidelines:

Dear Applicant,

Solidarites International never asks job applicants for a fee, payment, or other monetary transaction. If you are asked for money in connection with this recruitment, please report to Solidarites International at stop@solidarites.org.

Please note that:

• SI is committed to a fair and transparent recruitment procedure.
• Only the HR department will contact you during the recruitment process.
• Only short-listed candidates whose application meets the criteria will be contacted & local applicants from the same province are encouraged to apply and will be given priority.
• SI has the right to contact and verify each candidate's educational credentials and employment history described in his/her CV with the concerned organization. Any information received from your concerned organization will be dealt with due diligence and according to the SI Confidentiality Policy.
• Do not attach other documents like work certificates, educational and other documents at this stage. These will be requested if you are called for an interview.

To apply for this vacancy, please submit your CV and Cover Letter in single PDF or MS Word Format in the given email address (recruitment@solidarites-afghanistan.org) and also submit your application form by using the following link.

https://forms.office.com/Pages/ResponsePage.aspx?id=QkVnhW7eH06HhMVgtQMRI4HWRymfvwVMraofx9AWMtZUMFQ1WkI4RTYzVFVRSkVJUEZUQlEzSEExQy4u

If the link above does not work by clicking on it, please copy and paste it in the browser address bar.

As part of your application, it is essential that you include your full name and vacancy number (full name/vacancy number) for example: (Ahmad or Mahmood/AFG-IMZ-PRO-54-2025) in the subject line, and the position title FCRM and MEL Officer  in the body of your email. Otherwise, your application will not be considered.

Please make sure that you have filled the application form accurately and completely & at the end of the application, you have pressed the Submit button.

Submission Email:

recruitment@solidarites-afghanistan.org