MEAL/CRA Officer ( Afghan National Only )
Job Description
§ 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 other duties as required by the MEAL department.
Qualifications
• Bachelor’s Degree in humanitarian assistance, social work, human rights, international law, social science, or related field.
• Minimum of 2 years of 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