Monitoring, Evaluation and Accountability (MEL) Assistant

The main purpose of the Monitoring, Evaluation and Accountability (MEL) Assistant position is to support the feedback and complaints system for CARE’s programming in West Bank and Gaza. The incubator will be the focal point for receiving complaints that come through WhatsApp, complaints boxes, calls and messages, email, field staff and other channels. In addition, this position will be responsible for recording, entering system, complaints database, analyzing and reporting on feedback and complaints from beneficiaries and other stakeholders. This position will also be responsible for facilitating the follow-up and resolution of complaints. By ensuring that feedback from beneficiaries and other stakeholders is documented and shared to inform program implementation and design, the position plays a crucial role in realizing CARE’s commitment to accountability to affected populations. While the focus of this position is to support the complaints and feedback mechanism, the role will also provide other support to the monitoring and evaluation team where necessary.

The positions will uphold CARE’s Core Values namely, Transformation, Integrity, Diversity, Equality, Excellence promote CARE’s mission and vision, program principles to enhance program impact. Ensures modelling of CARE’s values among MEAL staff and be committed to women and girl’s empowerment.

Responsibilities:

Job Responsibility 1: Receive and record complaints and feedback coming in through phone calls, text messages, emails and other channels. (35%)

• Receive complaints and feedback from beneficiaries and other stakeholders in West Bank and Gaza through Complaints boxes, phone calls, text messages, emails and other channels.
• Acting as a representative of CARE, communicate respectfully, clearly and sensitively at all times to those sharing feedback and complaints (including callers who may be angry or afraid).
• Ensure all required information is collected from the person sharing feedback/making a complaint.
• Where feedback/complaints are received and recorded by others (such as consultants or partners), ensure they are recorded in the database fully and correctly, working with them to build their understanding of the processes and standards required.
• Respond to people sharing complaints and feedback, according to the guidelines set out in the CARE complaints and feedback protocol. This may include providing program information, expressing appreciation, explaining the follow-up process and timelines, explaining actions taken by partner staff in response to their complaint, or other responses as outlined in the manual.
• Record all feedback and complaints received in the database and categorize each complaint (according to CARE guidelines) for ease of follow-up and analysis.
• Ensure that sensitive complaints are escalated immediately, as per the guidelines in the CARE complaints and feedback manual.
• Maintain complete confidentiality, only sharing details of complaints received for the purposes of follow up and reporting (as outlined in the CARE complaints and feedback manual).
• Building Capacity and provide FAM trainings for all CARE staff and partners

Job Responsibility 2: Oversee processing and resolution of complaints and feedback (25%)

• Manage the centralized feedback and complaints database, ensuring all cases received through all channels (including through the phone line, consultants, and partner channels) are recorded accurately and fully, and the database is up to date at all times.
• Forward complaints to the relevant focal points for follow-up where required, according to the guidelines in CARE’s complaints and feedback manual.
• Oversee the processing and resolution of all complaints, following up with CARE and partner focal points on cases that are pending responses, to ensure that complaints do not get stuck and that minimum standards in terms of response times are met.
• Identify and follow-up any problems with processing and resolution of complaints with the MEAL Advisor.
• Work with partner agencies to understand the complaints and feedback loop and identify appropriate responses.

Job Responsibility 3: Analyze and report on feedback and complaints. (15%)

• Prepare monthly and quarterly accountability reports based on feedback and complaints received, to inform review and adjustment of projects and design of new projects.
• Participate in project reviews, after action reviews, and lessons learned workshops to ensure feedback and complaints from beneficiaries and other stakeholder’s feeds into these processes.
• Sharing monthly FAM with sector and department.

Job Responsibility 4: Support the smooth operation of the feedback and accountability mechanism, including through communications activities. (15%)

• Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, CARE staff, partner staff and other stakeholders.
• Support the design and implementation of awareness campaigns about the complaint’s mechanism at community level.
• Work with the program support team to ensure that the resources required for the functioning of the complaint’s mechanism (e.g. mobile credit) are available as needed.

Job Responsibility 5: Perform other duties (as assigned by supervisor) to support M&E team as assigned by supervisor. (10%)

• This may include supporting training of CARE staff; compiling, cross-checking and analyzing M&E data; supporting assessments; translation.

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Qualifications & Preferred Skills

Education/Training

Required

• Bachelor Degree in Information Management, business Management, Computer Sciences or related field.

Experience & Technical Skills

• A minimum of 1 to 2 years of experience with INGO or NGO or UN agencies;
• Fluency in Arabic & English languages.
• Demonstrated experience with field surveys;
• Experience of collecting data at community level
• Reporting skills and Solid Excel skills;
• Demonstrated experience in establishing and managing data bases;
• Demonstrated experience working with data collection tools such as Excel, SPSS, KoBo or Akvo FLOW;
• Demonstrated ability to work independently and within teams, demonstrating the highest standards of accountability;
• Ability to handle confidential matters, meet deadlines and work under pressure;
• Ability to work in a multi-cultural environment;
• Ability to work with a small team and limited resources

Interested applicants are encouraged to send their CV and Cover letter by e- mail to [email protected], to the attention of the HR Department no later than Wednesday 18/09/2024, indicating the job title the subject line and cover letter. Applications received after this date or that do not meet the qualifications above will not be considered. Only short-listed candidates will be contacted for an interview.

Applications from female candidates are strongly encouraged.

CARE International promotes the principle of Equal Opportunity for all.

*** Due to the urgency to fill this role, applications will be reviewed on a rolling basis. Kindly note that the position will be filled before the vacancy announcement is closed; therefore, early applications are encouraged. ***