Monitoring and Evaluation Technical Assistant – Libya Tripoli or Benghazi “For Libyan Nationals Only”

All NRC employees are expected to work in accordance with the organisation’s core values dedication, innovation, inclusivity and accountability. These attitudes & beliefs guide our actions and relationships.

As a humanitarian organization, NRC must remain accountable to the affected population it serves. NRC seeks to regularly engage with affected communities and to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming. To increase accountability and impact, NRC is strengthening existing mechanisms through establishing a centralized, transparent, and widely communicated Complaint & feedback mechanism (CFM) under the technical supervision of the line manager this position will play a key role in setting up a more formalized system for soliciting, receiving, processing and responding to the feedback and complaints we receive through hotlines. This will assist us to provide a safe, non-threatening and easily accessible mechanism that enables the most powerless to make a suggestion or complaint thus enhancing downward accountability and improving community participation.

Generic responsibilities

1. Adhere to NRC policies, tools, handbooks and guidelines.
2. Assist with the implementation of the M&E activities according to plan of action.
3. Prepare and develop status reports as required by management.
4. Ensure proper filing of documents.
5. Promote and share ideas for improvement of the support function.

Specific responsibilities 

• Handle complaint hotlines.
• Prepare and submit M&E reports and analyses.
• Coordinate with relevant staff at Area Office (AO) level.
• Answer/listen, process, and respond to complaints and guide beneficiaries that seek help through NRC hotlines.
• Responsible for timely resolution of complaints as per NRC’s standard CFM standard operating procedures (SOPs).
• Other activities agreed upon and discussed with the line manager.
• Receive 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 members as per CFM 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 responses to the complainant on their complaints or feedback received through hotlines.
• Ensure a proper filing system for all the complaints and feedback taken through the help of hotlines and other channels with filing project codes and complaints categories with the help of AO accountability staff.
• Share the weekly compiled complaints database with the Grants and M&E Manager and with M&E AOs for program responses as requested.
• Maintain the storage data safe while transferring the data from offline to the online master sheet.

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Project planning: Grants and M&E Manager, M&E Coordinator.
• Area operations: M&E Officers-Project Managers, Information management Officers.

Competencies are important for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:

1. Professional competencies:

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies

• At least two 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.
• Computer skills, including MS Office (Word, Excel, and PowerPoint) are essential.
• Able to speak and understand both English and Arabic
• Bachelor’s degree

Context/ Specific skills, knowledge and experience: 

• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy, and confidential).
• Able to speak and understand English and Arabic

2. Behavioural competencies 

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, and the following are essential for this position:

• Handling insecure environments
• Planning and delivering results
• Working with people
• Analysing
• Communicating with impact and respect
• Coping with change

Performance Management

The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:

• The Job Description
• The Goals and Performance Plan
• The NRC Competency Framework