Complaint and Feedback Mechanism Assistant (Project Support) at Christian Aid

Role Purpose

• To assist the Monitoring Evaluation Accountability and Learning (MEAL) unit and programs in implementing Accountability activities in its humanitarian projects. The role holder will support the direct implementation of the Complaints and feedback mechanism component of Accountability and ensure there is high compliance to already stated protocols within the Christian Aid MEAL team.
• The role holder has to be versed in the Humanitarian Accountability Partnership (HAP) guideline, Core Humanitarian Standard (CHS) principle, and other relevant accountability guidelines.
• The role holder will periodically provide reports and information products for various stakeholders, all to seek more support or show the quality/achievement of Christian Aid Accountability work in the various projects. The role will be based in Mafa.

Key Outcomes

• Support in the design of project accountability frameworks
• Ensure through a systematic way that during distributions, a helpdesk/information table is established for the community members to answer beneficiary comments/questions.
• Ensure proper entry of the complaints into the Christian Aid Complaints database.
• Prepare Bi-weekly reports showing the various categories of complaints and the status of the complaints
• Ensure key information reaches beneficiaries using several methods (leaflets, orientation, help desk, etc.) Ensuring that all beneficiaries properly receive their benefits.
• Work with the rest of the Response Team to ensure Christian Aid accountability standards are included in staff orientation sessions, with a particular focus on Christian Aid Programme and Operational staff, and all staff members from partner organizations.
• Plan and conduct training sessions of relevant staff members (both Christian Aid and partner organizations) to support and ensure quality implementation of accountability mechanisms and information provision plans.

Requirements
Essential:

• Degree in relevant field with at least one-year working experience with an I/NGO
• Experience in monitoring, evaluation, and project/programme-cycle management approaches and tools – including participatory planning.
• Understanding and familiarity with data management tools
• Knowledge and use of mobile data collection technology
• Familiarity with Microsoft Packages and basic computer use.
• Hands-on experience in monitoring and supporting community-based development programmes.
• Excellent report writing, communication (written and verbal) skills, and strong IT skills.

Desirable:

• Understanding of partnership approach to international development
• Manage and organize information systems and establish and maintain filing systems
• Ability to produce quality reports, case studies, and humanitarian briefs from analysis conducted on data sets and gathered qualitative information.