Monitoring and Evaluation Assistant- Accountability Iraq Erbil

• General
• Answer/listen, process and respond to complaints and guide beneficiaries that seek help through NRC hotlines.
• Working closely with the AO accountability staff.
• Responsible for timely resolution of complaints as per NRC’s standard CFRM standard operating procedures (SOPs).

B. Complaint management

• Receive the complaints and make a daily data entry for all the data collected through the hotlines or other channels.
• Ensure that all received complaints are registered and recorded in the complaint registration database according to the provided SOPs.
• Ensure that all complaints are managed, compiled and, if needed, forwarded to relevant accountability staff member as per CFRM SOPs.
• Ensure the confidentiality of complaints data is respected, and this information is not shared with any irrelevant staff members or external persons/ organizations.
• Providing timely response to the complainant on their complaints or feedback received through hotlines.
• Ensure a proper filling system for all the complaints and feedback taken through the help of hotlines and other channels with filling project codes and complaints categories with the help of AO accountability staff.
• Share monthly compiled complaints database with CO – Accountability Officer for analysis.

Qualifications

• At least 1 year of experience in an NGO preferably in beneficiary reception and/or counselling, community feedback, or customer service department.
• Good interpersonal skills and ability to collaborate with multiple stakeholders, mainly communities effectively.
• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential).
• Computer skills, including MS Office (Word, Excel and powerpoint) are essential.
• Able to speak and understand English, Arabic & Kurdish.

Contract Duration: 10 Months

Duty Station: Erbil- Iraq

Health Insurance is provided

Salary: According to NRC’s Iraq salary scale and terms and conditions.

Female candidates are strongly encouraged to apply

NRC is an equal opportunity employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality, and physical ability.

About Us

For more information please read the Job description

The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps 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.

Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks.

NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.