Role and responsibilities 

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 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.
• Other activities agreed and discussed with the MEL Coordinator and line manager.

Critical interfaces 

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• MEL Team
• Program Staff
• Digital Hub Community (DCH) Team
• Risk and Compliance Team

Competencies   

Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

Professional competencies  

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies: 

• Work experience as MEL, 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, evaluation and learning 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 environment