MEAL Assistant (FCRM) – DRC
|Organization||Danish Refugee Council (DRC)|
|Contract type:||National contract|
DRC (Danish Refugee Council), founded in Denmark in 1956, is Denmark’s largest and the world’s leading non-profit, independent, rights-based refugee organization.
Our vision is to assist refugees, internally displaced people and their host communities to a dignified life. We protect lives and human rights and empower beneficiaries throughout conflict displacement by providing shelter, food, and hope in terms of work, education and integration towards a sustainable future.
About the Job:
The MEAL Assistant (FCRM) will work with the Gedaref based MEAL Officer (FCRM), the MEAL Manager and the site management support (SMS) team to administer the DRC Feedback Complaints and Response Mechanism (FCRM). This position aims to assist with the overall complaints handling and management of feedback via a centralized mechanism and modalities as per the DRC Sudan FCRM policy and procedure framework. The MEAL Assistant (FCRM) will work with the Gedaref based MEAL Officer (FCRM), the MEAL Manager and the site management support (SMS) team to administer the Feedback Complaints and Response Mechanism (FCRM). This position aims to assist with the overall complaints handling and management of feedback via a centralized mechanism and modalities as per the DRC Sudan FCRM policy and procedure framework.
Description of Responsibilities
Under the direct supervision of the MEAL Officer (FCRM), the MEAL Assistant (FCRM) provides efficient and effective follow up to all feedback and complaints registered through DRC East response formalized FCRM channels within Gedaref and the Um Rakuba and Tunaydbah refugee camps. Key responsibilities include:
Management of internal feedback and complaints
- Receive, record, process and respond to beneficiary programmatic feedback and complaints pertaining to DRC.
- Provide accurate advice to camp community about DRC programs, activities and services as communities’ request information through formalized complaints and feedback modalities.
- Coordinate internally with identified FCRM focal points and Agency Referral Focal Points from across all projects to resolve, document actions taken and mark feedback as closed.
- Ensure timely feedback to beneficiaries (where required) regarding complaints and ensure they are appropriately managed, acknowledged and followed up as per internal workflow processes.
- Maintain an effective centralized tracking/FCRM database system for all the complaints and feedback ensuring confidentiality and protecting beneficiaries’ identity at all times.
- Ensure adherence to DRC Sudan’s overarching FCRM policies, tools and guidelines – assist with updating these as required.
- Ensure DRC feedback and complaints are referred to the correct internal sector focal point and are followed up and resolved accordingly
- For all non-DRC programmatic feedback and complaints, follow-up externally via service mapping lists and refer to relevant NGOs, UN offices and sector leads. Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
- Under guidance from MEAL Officer (FCRM), support in updating service mapping lists as required.
- Under guidance from MEAL Officer FCRM, respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
Safeguarding of sensitive complaints
- Ensure immediate referral of protection related concerns and sensitive cases prioritizing complainant safety
- Maintain utmost confidentiality of all complaints received and processed.
- Compile, analyze and produce weekly reports on complaints handling.
- Participate in programme meetings on a regular basis and brief project teams on FCRM progress and work plan.
- Participate in interagency Communications with Communities working group and other relevant interagency
Experience and technical competencies:
- Minimum two (2) years of experience in a relevant position in humanitarian accountability, gender, social inclusion / protection issues and Monitoring, Evaluation, Accountability and Learning (MEAL)
- Experience working in administration and/or operating phones, receiving complaints and registering them for follow up
- Able to work on a high level with Word, Power Point, and Excel
- Good analysis and report writing skills
- Excellent communication skills
- Previous experience in an international NGOs and/or institution is a strong advantage
- Excellent interpersonal skills and ability to work and deal successfully in multi-cultural environment
- Committed, honest and eager to learn.
Education: (include certificates, licenses etc.)
- Diploma or relevant vocational training
Bachelor’s Degree is advantageous but not essential
- English (Fluent)
- Arabic (Fluent)
- Tigrinya (Desired)
DRC as an employer
By working in DRC, you will be joining a global workforce of around 8000 employees in 40 countries. We pride ourselves on our:
- Professionalism, impact & expertise
- Humanitarian approach & the work we do
- Purpose, meaningfulness & own contribution
- Culture, values & strong leadership
- Fair compensation & continuous development
DRC’s capacity to ensure the protection of and assistance to refugees, IDP’s and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct in relation DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment. DRC conducts thorough and comprehensive background checks as part of the recruitment process.