MEAL Support Service contractors

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Background/IRC Summary:
In 2007, the IRC began providing humanitarian assistance to vulnerable and crisis-affected people in Jordan in response to an influx of Iraqi refugees and the strain on host communities. Following the eruption of the Syrian war in 2011, hundreds of thousands of refugees crossed into Jordan. The ongoing insecurity in Syria and the growing needs of refugees have strained Jordan’s resources and infrastructure and exacerbated pre-existing issues like water scarcity and high unemployment.
As resources become more limited, refugees and host communities have fewer economic opportunities and become more vulnerable. The IRC’s strategy for Jordan shows our commitment to improving the safety, health, education, and economic well-being of people affected by conflict, in camp-based (Za’atari camp) refugees and urban-based refugees as well as vulnerable Jordanian host community, in coordination with the humanitarian community and the Government of Jordan. Simultaneously, IRC in Jordan is pivoting to a more long-term resilience/development programming responding to the context in Jordan and the worsening vulnerabilities faced by refugees and vulnerable Jordanians.
SCOPE OF WORK:
The Monitoring, Evaluation, Accountability, & Learning (MEAL) Support Service contract will be part of the MEAL structure, based in the Amman office. The MEAL Support Service contractor will participate in a wide range of data collection activities, monitoring and evaluation assessments, observation, focus group discussions (FGD), Key Informant Interviews (KIIs), and support with Client Feedback Mechanism (CFM) activities, reporting daily findings to the Accountability & IM Officers.
Key Responsibilities
The MEAL Support Service contractor will be engaged in monitoring and accountability activities:
• Conduct high-quality data collection for monitoring purposes under the MEAL unit.
• Review and clean collected data.
• Support MEAL in Logging transcribed communications into the database management system, as well as data quality checks.
• Keep data well organized for all monitoring activities.
• Conduct monitoring field visits for program activities.
• Capture the challenges and learning opportunities to feed in the improvement of monitoring activities.
• Conducting of 1-2 field visits per week to the locations.
• Support the operation of the client's communication channels.
• Receiving, recording, classifying, and routing complaints that are collected through CFM channels for attention.
• Provide support in the complaint fact-finding process, when required.
• Support in compiling statistical and analytical reports for the collected complaints and feedback.
• Support in awareness creation and dissemination about the CFM.
• Perform quarterly review of clients' accountability and ensure new ideas are being implemented at the community level.
• Capture the challenges and learning opportunities to feed in the improvement of the CFM.
• Raising community awareness about access and eligibility to services, expected staff behavior and community feedback and safeguarding mechanisms, and how to use them.
• Reporting on community needs, preferences, and feedback to their supervisor.
• Promote and actively participate in initiatives and efforts to build team engagement, inclusion, and cohesion in the IRC Jordan office.
• Foster ongoing learning, honest dialogue, and reflection to strengthen safeguarding and to promote IRC values and adherence to IRC policies.
• Any other task-related MEAL activities.
Deliverables
Monthly Main Deliverables
Percentage of completion
Monthly Payment
(JOD)
Client Feedback Mechanism Operations.
- Support the daily operation of client communication channels (hotline, WhatsApp, online feedback boxes, FGDs, etc.).
- Receive, record, classify, and route complaints and feedback collected through CFM channels.
- Respond to client requests for information in a timely and professional manner.
- Support in awareness creation and dissemination about how the CFM works and how to access it.
- Report community needs, preferences, and feedback to the supervisor.
- Conducting of 1-2 field visits per week to the locations.
100%
125
Data Collection & Management.
- Conduct data collection for MEAL purposes.
- Logging transcribed communications into the database management system
- Ensuring the data is properly recorded and archived.
- Support in data quality checks.
- Conduct monitoring field visits for program activities.
100%
125
Requirements:
Education: Relevant higher national diploma or degree or other equivalent technical support.
Work Experience: 1-2 years in monitoring, data collection, analytical, and/or social services, with case management experience and interaction with clients strongly preferred
Demonstrated Skills and Competencies:
• Excellent interpersonal and communication skills.
• Working knowledge of monitoring and complaints systems and tools.
• Demonstrated ability to effectively analyze, interpret, and present data.
• Excellent writing and editing skills.
• Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as Commcare).
• Strong self-initiative and ability to be flexible under pressure.
• Preferably have previous working experience with refugees and local communities.
Working Environment: This position is based in Amman. The security situation in the IRC intervention areas is calm, and the security department of IRC shares regular security updates to keep the management and staff informed about the new developments.
This TOR can be modified at any time according to changes in the IRC activities or in the context.
IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.
The IRC is committed to fostering an accessible workplace. We encourage individuals of all backgrounds, experiences, and abilities to apply for positions that align with their qualifications and interests. If you are selected for an interview, please inform your recruiter if you require any accommodation during the recruitment process. Examples of accommodation may include extended time for interviews or assessments, flexible scheduling to accommodate medical appointments, or assistance with communication needs. The IRC has offices in many locations, each with varying capacities to provide specific accommodation. While we are committed to doing our best to meet your needs, please note that certain accommodation may depend on the resources and facilities available at each location. Please know we will carefully consider all requests and make every effort to ensure a supportive and accessible recruitment process.

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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