M&E Officer – Complaints Response Mechanism and Information Management (Somali Nationals Only) - Somalia

Rights Respected, People Protected

Founded in 1946, today the Norwegian Refugee Council (NRC) works in both new and protracted crises across 31 countries. Our 6,000 employees provide life-saving and long-term assistance to millions of people every year. NRC specialises in six areas: food security, education, shelter, legal assistance, camp management, and water, sanitation and hygiene. NRC is a determined advocate for displaced people. We promote and defend their rights and dignity in local communities, with national governments and in the international arena.

NRC’s expert deployment capacity, NORCAP, boasts around 1,000 experts from all over the world who can be deployed within 72 hours. NORCAP experts help 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.

NRC has been active in Somalia since 2004 with four area offices in Kismayu, Mogadishu, Garowe and Hargeisa, providing protection and humanitarian assistance to refugees, internally displaced persons and returnees in Somaliland, Puntland, South Central and Jubbaland regions. NRC offers a comprehensive response for returnees and IDPs of high need, addressing their food security, livelihood, shelter, education, ICLA, and water, hygiene and sanitation needs and also responding to emergencies through NRC’s five core competences; Shelter, Education, Food Security and Livelihoods, WASH and Information, Counselling and Legal Assistance (ICLA).

NRC’s East Africa and Yemen operation comprises of large-scale multi-country humanitarian and early recovery interventions spread across seven countries (Kenya, Somalia, Ethiopia, Djibouti, Yemen, Eritrea, South Sudan, Uganda and Tanzania).  NRC’s overall strategy in the region is to enhance protection and promote the rights of displaced people in humanitarian need by improving living conditions and seeking durable solutions. The regional office is based in Nairobi and works with country programmes to ensure standardization of programmatic and operational approaches, promote multi country programming and ensuring quality and coordination.  

Role Specific Information

The role of the M&E Officer is to implement NRC Complaint and Feedback Response systems to promote accountability. The M&E Officer will be fully in charge of CRM activities in all Area Offices including a National Call Centre. S/he will contribute to quality programming through supporting access to and use of Beneficiaries and stakeholder feedback on NRC programmes in terms of relevance, and effectiveness. Within this context, the M&E Officer will provide technical support to CRM Staff in different Area Offices as well as Call Centre Staff. S/he will also build their capacity. The M&E Officer will be responsible of the Online Dashboards for both the CRM and Call Centre data. 

Generic responsibilities:

• Adherence to NRC policies, guidance and procedures
• Support and contribute to the development/improvement and implementation of Complaint Response Mechanism SOPs.
• Overall response of NRC Complaint Response Mechanism (CRM) including the staff
• Maintenance of CRM Dashboards
• Generating monthly reports on CRM and Call Centre to inform corrective actions as needed Support the implementation, dissemination and use of evaluations, assessments and monitoring data in programme development, adjustment or review.
• Contribute to organisational learning through supporting specific analysis, lessons learned and reports.
• Capacity building and training CRM staff on relevant technical tools
• Any other task deemed necessary by the organization and which s/he is capable of.

Specific responsibilities:

• Participate in the design of data collection tools for CRM and Call Centre to ensure the right information is collected to serve the purpose.
• Supervise and coach CRM staff (Permanent and Temporary)
• Develop measures to ensure quality of CRM data (including Call Centre) in all stages.
• Ensure CRM and Call Center data collection, processing and analyzing systems are operational at all times.
• Develop work plans and performance benchmarks for Call Center and CRM staff and on that basis monitor their performance.
• Design and revise online data collection tools for recording complaints and Call Center information in consultation with relevant internal and external stakeholders.
• Closely work with ECHO Consortium CMU, ONA technical team and Other digital data collection operators on design, review and improvement of tools in the online platforms
• Maintain backup system for Complaints data by downloading it from the system on Bi-weekly basis including dashboards.
• Prepare monthly Dashboards on Complaints Response and Feedback.
• Help triangulate Outcome report findings i.e. PDMs, baseline/end-line etc.
• Help triangulate program evaluation findings

Our Ideal Candidate:

We are looking for a university graduate preferably in social sciences, international relations and/or development or other relevant discipline, with a minimum of 5 years experience in an international NGO preferably in an emergency or post-conflict setting, including M&E capacity and digital systems application.  

• Experience working in complex and volatile contexts, in particular in Somalia.
• Thorough experience with and knowledge of principles and current approaches to monitoring and evaluation in relief and development programs, using both quantitative and qualitative methods.
• Understands data and information needs for program management and decision making, experience  facilitating the capacity building efforts of diverse colleagues, including local partner agencies.
• Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
• High level English language proficiency (speaking, reading, writing).
• Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access).
• Experience using statistical applications like SPSS, STATA, Epi Info etc. and Digital Data Collection systems; ONA, KoboToolBox etc.

Additional Information:

Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline

Email and paper applications will not be considered.

Qualified female candidates are particularly encouraged to apply.

Contract period: till end of December 2018, with possibility of extension 

Salary/benefits: According to NRC’s salary scale and terms and conditions

Duty station:Mogadishu

Travel:30% to field offices

NRC may be required to verify the identity of its partners and to check that its partners have not been involved in illegal activities. NRC reserves the right to use electronic screening tools for this purpose.

NB: All employees of the Norwegian Refugee Council should be able to adhere to our Code of Conduct and the four organizational values: Dedicated, innovative, inclusive and accountable.