MEAL (Clients Responsiveness & Accountability) Officer- Afghan Female Only

Work Arrangement:

Job Description

Under the overall guidance and supervision of the Sr. MEAL/CRA Officer and to support the implementation of a functional CRA, the CRA officer is responsible for receiving phone calls, and case referrals and closing the feedback loop in line with SOP/ MEAL strategy, information sharing, and data capturing.

- Manage the complaints hotline, WhatsApp, and conduct follow-up focus groups or spot-checks if needed especially with female clients. - Register received complaints/feedback into the tracker and report minor and major cases to the specific department based on the approved SOP. - Coordinate with the related IRC departments to ensure adequate and timely responses to feedback received. - Keep clients updated on their complaints/feedback progress. - Register and follow-up on the complaints received by AWAAZ Afghanistan. - Provide feedback and information for the monthly/quarterly reports to project stakeholders to improve the quality of programming; advise the Kabul main office of strengths and weaknesses, issues and concerns and successes reported or discovered. - Communicate with the field MEAL team and inform them about the gaps. - Work closely with the Sr. MEAL Officer/ Managers and MEAL Coordinator - Perform any job relevant duties assigned by the direct supervisor.

Qualifications

Bachelor’s Degree in humanitarian assistance, social work, human rights, international law, social science, or related field. Minimum of 2 to 3 years relevant experience in humanitarian contexts, with a preference for experience in engaging across organizations, in community services, or in change management and organizational change. Extensive expertise in delivering accountability mechanisms, as well as capacity to support effective communication with clients and staff. Ability to package and communicate complex topics through written reports and presentations. Excellent facilitation skills, and a strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diversity factors. Ability to handle multiple tasks, proven self-initiative and problem-solving abilities. Good written and spoken English, Pashto, and Dari skills. Good communication, presentation, and interpersonal skills. Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint.

Ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment

Qualifications