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Program Quality Manager / CARE international in Jordan

CARE International seeks a world of hope, tolerance and social justice, where poverty has been overcome and all people live with dignity and security. In Jordan, CARE will be recognized for its commitment to the humanitarian protection and empowerment of communities especially women and girls, where rights are secured, and human potential fulfilled for all.

CARE in Jordan leads humanitarian protection, economic empowerment, and civic engagement interventions for women and girls from poor and vulnerable communities in the fight to overcome poverty, gender based violence, and social injustice. We nurture accountability, leadership and political will internally and among our partners to achieve this mission.

CARE values equality, integrity, transformation, excellence, diversity, and respect for the dignity and worth of every human being, where we affirm the dignity, potential, and contribution of all; communities we work with, partners, donors, and staff.

CARE International established a presence in Jordan in 1948, created in the wake of the Palestinian refugee crisis. Over 70 years later, CARE has served the needs of the Palestinian, Iraqi, Somali, Sudanese, and now Syrian refugee communities.

CARE’s scope of work has evolved from emergency response to long-term development programming, now encompassing an Urban Refugee Protection Program, the Azraq Camp Program, and the Sustainable Development Program. In late 2016, CARE created its Strategy- Business Plan 2017-2020, defining CARE’s program goals to fight poverty and inequality by 2020.

CARE International in Jordan has a vacancy for the post of Program Quality Manager Scope of Work:

The purpose of the PQ Manager position is to assist the CO and the Programs Quality Department in improving the overall quality of services provided to beneficiaries. S/he is responsible for the supervision and delivery of reporting on project activities and deliverables. S/he provides information to the Programs Quality Director to facilitate linkage with all MEAL functions to ensure coordinated and coherent deliverables across all departments at the Country Office.

This post will provide oversight and coordination of all the activities of program activities in accordance with agreed standards (eg. IASC and PSEA) and programme principles. It collects and reviews feedback on the quality of work from all stakeholders: local community members, refugees, UN Agencies, donors, collegiate NGOs, Government and non-Governmental agencies, CBOs and the public to develop the required reporting.

The position supports the regular monitoring and evaluation of work and collates documentation required to generate information for all who may need it with consideration to the following objectives:

• Production of reports and information in Arabic and English for use by all stakeholders (donors’ reports, Internal learning and reflection reports, newsletters, leaflets, reports, success stories, etc.) and enhancing the quality of donor reports.

• Development and implementation of effective MEAL system to design and track project deliverables, achievements, indicators and activities against the projects objectives – this includes both quantitative data (PDM, monitoring questionnaires, receiving NFIs, training etc.) and qualitative data (impact of assessment, report, training, NFIs etc.)

• Assessment of the effectiveness and impact of CARE Jordan’s programs through a variety of standards and tools in the area of monitoring, evaluation and learning (MEAL), including CARE’s Program Information and Impact Reporting System.

• Program design through the provision of support in proposal writing, developing the logframe matrix and via coordinated communication with CARE Jordan’s programs, partners, CI member and donor.

Duties and Responsibilities:

Implementing and assisting in development of systems for monitoring and evaluation of the programs’ performance and the impact on beneficiaries

•Lead and support annual (Program Information and Impact Reporting System) PIIRS reporting process through coordinated efforts and communication with the PQ team, budget holders and project managers, (Regional Management Unit) RMU and CARE US

•Gather, analyze and disseminate data on the characteristics of CARE’s projects in a FY and the participants reached, while capturing evidence of reach and impact across varying PIIRS dimensions and cross-cutting issues.

•Conduct training and information sessions on PIIRS to CARE staff involved in the process, including PQ staff and budget holders, and provide support in data gathering and analysis, and conduct and document internal reflections of PQ staff on data collection and analysis during the FY.

•Collaborate with RMU / MENA MEAL WG and CARE USA to further enhance PIIRS reporting through testing, adjusting and usage of new tools.

•Participate in CARE Global MEAL platforms to exchange knowledge and raise awareness of CARE Jordan’s MEAL processes.

•Identify ways with which to ensure ‘qualitative’ data are reported in innovative ways and used to inform a wide audience of stakeholders (i.e. case studies, success stories, human interest stories and examples).

•Report on program qualitative indicators, measure the impact of services provided for beneficiaries, advise Programs Quality Director and coordinator on taking corrective actions and incorporate feedback lessons learned.

•Oversee periodic monitoring and evaluation activities for different program components including case management, emergency cash assistance, assessment, activities, etc.

•Manage project evaluations at the end of the projects, from the inception and design of ToR and throughout the implementation, and report on findings.

•Support program’s quality assurance and internal reflection effort including tools development and reporting.

•Conduct program assessments and evaluations, field visits and qualitative research, as well as prepare analytical reports on issues affecting the beneficiary population.

•Effective liaising with beneficiaries and programs’ participants for active and constructive feedback and comment

Help in Supervising, monitoring and reporting on program’s accountability framework (Information Management and follow up on Feedback & complaint mechanism)

•Provide support to Information Management staff to operate in line with CARE’s core standards that relate to information management and data quality.

•Support arrangements for beneficiary liaison and input (to allow them to comment and give feedback on the services we provide to enable improvements), as to capture the needs, gaps as well as the lessons learned.

•Design an evolving plan to conduct Field Visits to partners and CARE Community Centers in effort to gain deeper understanding of our own work with relevant stakeholders, and to enhance CARE’s quality, performance, as well as our horizontal / internal and vertical accountability.

•Coordinate PQ staff’s regular Field Visits to partners and write an Internal Learning and Reflection report.

•Overlook the process of monitoring and reporting on complaints mechanisms and continuously look for ways in which to improve program services.

•Oversee and support periodic accountability reporting including complaint and feedback mechanism, refugee committees’ activities and meetings, staff development activities, beneficiaries’ awareness activities, and special investigation assignments.

•Data collecting and reporting on mechanisms of official complaints and action on issues of discrimination and abuse

Documentation and information supported by statistics (quantitative via the database) of work done and functioning ME systems (qualitative – impact of our work)

Support in the Program design through development of program / project proposals and SMART logical framework matrices

•Develop program / project proposals and SMART indicators, in alignment with donor requirements, CI and global indicators and standards and PIIRS markers, following the identification of needs, gaps in assistance and services, priorities and resources of CARE and stakeholders.

• Engage in continuous communication and coordination with program team, CI member, donor and partners during the inception / proposal-writing, implementation and reporting phases of the project.

•Development and implementation of the MEAL framework (monitoring and evaluation tools, feedback mechanism, etc.).

•Oversee program assessments and evaluations, as well as qualitative field studies and provide expert guidance in MEAL activities, and report on the findings.

•Develop and further enhance the program’s MEAL Quality and Accountability framework through evaluation forms, expert monitoring of assessment standards, reflecting on and integrating PIIRS markers and follow-up of cases to assess the reach and impact of our work.

•Review and help draft programs’ reports, including monthly program reports, donors’ reports, quarterly humanitarian update reports, interim and annual reports, events’ reports, success stories, program activities reports and ToRs.

•Collate all necessary data and annexes to be submitted to CARE management and donors.

•Ensure accuracy of all data to be reported for all program’s stakeholders including donors, government, partners, and program management.

•Troubleshoot and provide suggestions and active back up to ensure the accuracy of data.

•Organize and follow up on the monitoring system to collect baseline and periodic data for tracking project performance and decision making;

Perform other duties as assigned by the supervisor.

•Work with CARE’s senior leadership, program staff, and relevant colleagues across CARE to build compelling cases for philanthropic investment and engagement opportunities for donors and prospects;

•Provide support to Program directors and RMU through written articulation of program strategies, theories of change, and potential changes in programmatic direction.

•Support external auditing missions through the gathering of data, consolidation of documents and processes, coordination with program support departments, and communication / presentation of said processes with auditors.

•Using reports and collected data to support advocacy efforts on key issues affecting refugees

•Identify relevant scenarios, develop and share human interest stories to bring crucial advocacy-related issues to the forefront

Qualifications and Requirements:

• Bachelor’s degree (statistics, social sciences, humanitarian studies, social/political sciences, etc.)
• At least eight years of experience in development and/or humanitarian organizations, including significant experience of working with partners to deliver humanitarian programs or build capacity for emergency preparedness and response.
• Sound understanding of the concepts behind and practical application of humanitarian codes and standards such as SPHERE, the People In Aid Code, HAP etc.
• A proven record of effective project management, including project planning and managing a budget
• Proven skills in partnership building, influencing and negotiation with a range of humanitarian actors, including governments, UN agencies, academic institutions, networks, national/local NGOs and community groups
• Internal communications, teamwork and collaboration skills.
• Proven experience in establishing monitoring and evaluation systems, methodologies, and reporting on findings.
• Proven experience in data collation process, information synthesis and documentations.
• Strong report writing skills and experience
• Strong skills in written communication, including effective and proposal report writing
• Excellent organizational, coordination and capacity development skills
• Strong facilitation skills, including the design and management of effective trainings, workshops and meetings with diverse participants.
• Strong skills in inter-personal communications, able to work effectively with multiple stakeholders in a complex, multi-actor environment.
• Sensitivity to cultural differences and the ability to work effectively across a wide variety of cultural contexts.
• Strong team player, able to develop and maintain effective working relationships within a distributed and dynamic team.
• Flexible, creative and solution-oriented approach in an innovative environment
• Competence with MS Office applications, including Word, Excel and Outlook

Required Competencies:

• TRANSFORMATION
• INTEGRITY
• DIVERSITY
• EQUALITY
• EXCELLENCE
• CARE Core Competencies:
• Respect – Behaving in a manner that reflects a true belief in and appreciation for the dignity and potential of all human beings. Gaining other people’s confidence and setting an environment of trust and openness.
• Integrity – Maintaining social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles inherent to CARE.
• Commitment to Service – this competency is woven throughout all aspects of the employee’s performance.
• Excellence – Setting high standards of performance for self and/or others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed; ensuring interactions and transactions are ethical and convey integrity.
• Diversity – Promoting, valuing, respecting and fully benefiting from each individual’s unique qualities, background, race, culture, age, gender, disability, values, lifestyle, perspectives or interests; creating and maintaining a work environment that promotes diversity.
• Other desired Competencies:
• Building Commitment – Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behavior to accommodate tasks, situations, and individuals involved.
• Collaboration – Working effectively and cooperatively with others towards shared goals, establishing and maintaining principle centered working relationships.
• Customer Focus – Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relations.
• Building Partnerships – Identifying opportunities and establishing effective strategic relationships between one’s area and other areas, teams, departments, units, or external organizations to help achieve CARE’s objectives.
• Information Monitoring – Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.
• People Skills: Ability to work independently and as a team player who demonstrates leadership and is able to support and train local and international staff and also able to work with disaster affected, vulnerable, and local communities in a sensitive and participatory manner.
• Communication Skills: Well developed written and oral communication skills. Able to communicate clearly and sensitively with internal and external stakeholders as a representative of CARE. This includes effective negotiation and representation skills.
• Resilience/Adaptability and flexibility: Ability to operate effectively under extreme circumstances including stress, high security risks and harsh living conditions. Works and lives with a flexible, adaptable and resilient manner.
• Awareness and sensitivity of self and others: Demonstrates awareness and sensitivity to gender and diversity. Have experience and the ability to live and work in diverse cultural contexts in a culturally appropriate manner. Has a capacity to make accurate self-assessment particularly in high stress and high security contexts.
• Work style: Is well planned and organized even within a fluid working environment and has a capacity for initiative and decision making with competent analytical and problem solving skills.
• Knowledge and skills: knowledge of CARE policies and procedures, Sphere and the Red Cross/ NGO Code of Conduct. Requires general finance, administration, information management and telecommunication skills and proficiency in information technology/ computer skills.
• Language. Arabic language skills highly desired.