M&E Officer

الوصف ومتطلبات الوظيفة

Position: M&E Officer

Location: Jordan – Amman

Department: M&E

Reports to: M&E Manager

ABOUT RI:   Relief International is a leading nonprofit organization working in 20 countries to relieve poverty, ensure well-being and advance dignity. We specialize in fragile settings, responding to natural disasters, humanitarian crises and chronic poverty.

Relief International combines humanitarian and development approaches to provide immediate services while laying the groundwork for long-term impact. Our signature approach — which we call the RI Way—emphasizes local participation, an integration of services, strategic partnerships, and a focus on civic skills. In this way, we empower communities to find, design and implement the solutions that work best for them.

Summary:

Under the direct supervision of the M&E Manager, the Accountability Officer is responsible for the routine administration and maintenance of RI’s beneficiary complaints and feedback mechanism for all of its projects and programs.  He/she works closely with the M&E Officers, M&E Manager and Program staff to provide accountability to all of RI’s beneficiaries.

Essential Position Responsibilities and Duties:

1. Lead in establishing and administering a mechanism that allows beneficiaries in RI Jordan’s projects to securely and confidentially leave feedback and complaints:

Lead in procuring and installing materials needed for establishing and administering the mechanism including signage, suggestion boxes, feedback sheets, feedback logs, etc.

Coordinate the collection and upload of all feedback from RI suggestion boxes in their education, health, and/or distribution centers

Liaise with program staff to regularly follow-up on feedback in order to provide responses to beneficiaries in a timely matter

Follow up on the closing and the resolution of cases.

  2. Act as a point of contact for beneficiaries:

Manage RI’s accountability mobile phone receiving feedback from beneficiaries via messaging apps and voice calls and logging into the feedback matrix

Interact with beneficiaries to ensure they are being appropriately served through the different projects.

Work with field team to conduct short surveys with beneficiaries and encourage them to leave feedback when they desire to do so

Where necessary, communicate resolutions from complaints back to the complainant.

3. Reporting:

Provide monthly reports that shows the analysis of complaints and feedbacks received.

Integrate accountability reports into regular donor reports.

Ensure timely and accurate reporting of results of the common, custom and performance indicators within the project progress reports.

Assess existing  reporting tools and procedures (database, collection tools), research, suggest, and implement improvements

4. Others M&E tasks:

Support the program and M&E teams by entering, storing and presenting data to enable quality analysis and use.

Work with the M&E team to make information available and presentable on accountability and in particular the meaningful participation of affected population, community members and partners.

Assist M&E department on conducting training for volunteers, staff & program teams on M&E related activities: (M&E formats and tools, data collection, ..).

Support M&E department on finalizing & conducting field assessments, surveys (including satisfaction surveys), FGD’s and data management for that.

Under direction of the M&E Manager, perform ad-hoc data collection efforts in and around Jordan different projects.

5. Others:

Comply with all relevant Relief International policies and procedures with respect to child protection policy, health and safety, equal opportunities, code of conduct and other relevant policies.

Maintain a spirit of innovation, optimism, open communication and enthusiasm that will help propel the project forward.

Perform other duties as needed.

Qualifications and Requirements:

A B.S. or B.A. degree in a social science or related field-Degree in social sciences or related field is preferred.

Background in health care and/or education projects an asset

Experience in customer service an asset

Experience in monitoring and evaluation activities (surveys, data entry and reporting) highly desired.

Good contextual knowledge of local issues, community priorities, social and cultural constraints and realities.

Ability to organize and work independently and within teams.

Excelelnt user in MS Word and Excel.

Fluency in Arabic, English is an asset.

Demonstrated ability to manage multiple priorities, deadlines, tasks efficiently with strong attention to detail;

Experience working in post-conflict environment or with refugee populations in emergency response context a plus;

Desire to learn, willingness to ask questions, cultural sensitivity, and flexibility are desired characteristics.

Excellent analytical and organizational skills. Ability to think critically and creatively.

Excellent interpersonal skills, including patience, diplomacy, willingness to listen and respect for colleagues. Must be capable of working both individually and as part of a team.

Ability to work effectively in a fast-paced, stressful environment. Must be flexible, willing to perform other duties and work irregular hours.

RI Values:

We uphold the Humanitarian Principles: humanity, neutrality, impartiality, and operational independence. We affirmatively engage the most vulnerable communities. We value:

Inclusiveness

Transparency and Accountability

Agility and Innovation

Collaboration

Sustainability