Description
The MEAL Assistant performs clearly defined tasks at the country level, including setting up feedback channels, promoting and collecting client feedback, and ensuring timely responses.
Key Responsibilities:
- Collect client feedback through various channels, including hotline, suggestion boxes, email, in-person, and focus group discussions.
- Receive, record, and classify feedback based on the IRC SOP, and update the Jira CRA system daily.
- Support the CRA Officer with closing the loop for all feedback cases.
- Prepare and conduct field visits to promote Client Feedback Mechanism at IRC.
- Facilitate the establishment of feasible feedback channels and routine follow-up for its functionality.
Feedback Monitoring, Reporting, and Response:
- Aggregate and dis-aggregate client feedback according to gender, age, status, sector, risk-level, and other client-appropriate dis-aggregation.
- Present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team.
- Support the CRA Officer in analyzing key themes, challenges, and opportunities for program improvement.
Project/Program Progress Monitoring & Reporting:
- Support the Senior MEAL Officers and MEAL Manager in the implementation of ongoing monitoring and evaluation activities.
- Assist in the aggregation and disaggregation of program implementation data.
Job Requirements:
- Bachelor's degree in Social Work, Human Rights, International Law, Social Science, Development studies, or a related discipline.
- Minimum of 1 year of experience in Client Responsiveness and Accountability (CRA) within the humanitarian and development sector.
- Experience in working on donor-funded, multi-sectoral projects or in roles focused on client feedback and accountability services.
- Previous experience in hotline operations, client feedback collection, or academic coursework in monitoring and evaluation, research methods, and quantitative or qualitative analysis.
- Experience in working with communities and individuals from diverse backgrounds.
Benefits:
- Competitive salary
- Purposeful job and development opportunities
- English classes and unlimited online training courses
- Life Insurance
- Medical insurance for staff and family members
- Free psychological support to employees and their family members
- 30 calendar days of annual vacation with flexibility beyond the legally set minimum requirements
- Up to 10 days of paid medical leave