Needed MEAL Officer

MEAL Officer – Accountability – RYSE Consortium -Amman

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfilment of the wish to return home.

The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.

All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation

DRC is leading the Resilient Youth Socially and Economically Empowered (RYSE) consortium, aimed to develop and mobilize a dynamic, powerful, multi-stakeholder initiative/eco-system focusing on empowering at displaced and conflict-affected youth to become the much-needed positive change agents. The vision is to develop a flagship model, in which youth, governments, private sector companies as well as investors and civil organizations together educate, embolden and enable youth to fulfil their critical role in a future Syria and Jordan and to pursue their life ambitions. The key target group are Syrian youth who are displaced and living as refugees in Jordan but also vulnerable young Jordanians who have been massively affected by the conflicts in the region.**

DRC Jordan is looking for a qualified individual to fill the role of The MEAL Officer – Accountability is responsible for implementation of activities related to accountability to beneficiaries in aspects related to transparency/information sharing, safeguarding and complaint and feedback mechanisms. They will also be required to support with overall M&E activities with the RYSE Consortium Management Unit (CMU) and partners as needed. This role will be based in Amman but involve visits to the field.**

About the job

The individual will report directly to Chief of Party – Consortium Manager. Your main duties and responsibilities will be:

Designing and developing RYSE’s accountability documentation:

● Collate all partner organizations’ Feedback and Complaint Mechanism (FCM) documents and develop a minimum standards process for RYSE for handling RYSE beneficiaries’ and stakeholders’ feedback and complaints.

● Ensure that relevant Feedback and Complaint Mechanism (FCM) standard operating procedures (SOPs) are up-to date, translated into Arabic, and share with all relevant RYSE staff and partners.

● Continually identify opportunities to adapt and improve RYSE’s feedback complaint mechanism and ensure inclusivity for different vulnerable groups (elderly, illiterate, children, etc).

● Design and implement accountability checklists to ensure compliance of field-level accountability procedures.

● Provide narrative updates on accountability activities in contribute to donor and other internal reports.

● Develop a monthly complaints and feedback report, gathering feedback from all partner agencies’ accountability teams.

Handling and monitoring feedback and complaints:

● Oversee/monitor the 5 partner organizations RYSE-related accountability activities. This involves conducting regular field spot checks to monitor accountability-related issues and responses.

● Ensure that the 5 partners are following their own Feedback and Complaint Mechanism (FCM) processes to address feedback and complaints that they receive directly. They should also be adhering to the minimum standards set by the Feedback and Complaint Mechanism (FCM) SOPs.

● Answer/listen (via phone hotline, in-person, or through other methods), process, and respond to beneficiary complaints and feedback submitted or escalated directly to the Consortium Management Unit (CMU). Serious complaints or feedback submitted directly to the CMU should be reported on to the right channel (including CMU Chief of Party if needed). The MEAL Officer – Accountability will receive these complaints and feedback only if they cannot be resolved by the 5 partner agencies’ accountability teams (for example, due to the fact that the complaints are related to partners’ staff or due to conflict of interest).

● Ensure that all staff, partners and communities are aware of the proper channels and circumstances to report complaints and feedback.

● Ensure that the 5 partner agencies enter and track all complaints and feedback received through a process agreed upon jointly by partners. Where complaints are received by the RYSE Consortium Management Unit (CMU), enter and track the complaints and feedback directly on the RYSE information management system.

● Follow-up with partners to ensure that they resolve all complaints in line with their own Feedback and Complaint Mechanism (FCM) and the minimum standards set by the RYSE Feedback and Complaint Mechanism (FCM) SOPs.

● Monitor and report on the partners’ compliance with RYSE-approved safeguarding policies.

Information Sharing and Community Participation

● Under the supervision of the MEAL Specialist and in collaboration with the RYSE technical teams, ensure that the beneficiaries and other stakeholders have access to timely, relevant and clear information about RYSE and its activities.

● Design and develop FCM and accountability information materials including leaflets, cards, signs, videos and others.

● Ensure that consent is properly obtained from all beneficiaries.

Ensuring staff competency

● Conduct regular Feedback and Complaints mechanism (FCM) training for RYSE partners and staff. Potentially also lead safeguarding policy training if needed.

● Proactively identify accountability-related training needs of RYSE staff and partners and contribute to the development on new training materials as needed.

● Support in safeguarding policy investigations that cannot be addressed by partners due to conflict of interest.

General support to RYSE M&E activities:

● Carry out additional responsibilities and project tasks as assigned by the MEAL Specialist. This involves support developing monitoring and evaluation plans (MEPs), support in developing MEAL tools, training and coordination with field teams. This may include acting as the temporary MEAL focal point during planned leave.

External and Internal Coordination

● Represent the RYSE Consortium as the primary accountability focal point for the project.

● Participate in UNHCR Hotline Focal Point Working Group or other accountability working groups if needed.

About you

● BS Degree in business administration, IT, social work, social sciences, humanities or other relevant discipline is required.

● A minimum of three years of experience in working in a relief or development NGO in a similar role.

● Previous experience working in customer care or customer service.

● Excellent communication skills in Arabic and English.

● Ability to communicate key information in an easy to understand, informative and collaborative manner.

● Ability and previous experience using information management systems to enter and monitor accountability or MEAL-related data

● Good contextual knowledge of local community and social/cultural constraints, realities and organizational relationships.

● Strong organization, planning, and time management skills.

● Genuine care and respect for needs of others, practically vulnerable populations with strong belief in empowering marginalized and disenfranchised people.

● High integrity and willingness to conduct her\himself transparently and open to scrutiny.

● Previous Experience in MEAL, specifically accountability, is highly preferred.

● Fluent in written and spoken Arabic and good in written and spoken English**

In this position, you are expected to demonstrate DRC’ five core competencies:

Striving for excellence: You focus on reaching results while ensuring an efficient process.

Collaborating: You involve relevant parties and encourage feedback.

Taking the lead: You take ownership and initiative while aiming for innovation.

Communicating: You listen and speak effectively and honestly.

Demonstrating integrity: Upholding and promoting the highest standards of ethical and professional conduct in relation to DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

​

Designation of Duty Station: Amman

Start date: ASAP

​

Application process

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.

Closing date for applications: 30 August 2020

If you have questions or are facing problems with the online application process, please visit drc.ngo/jobsupport.

For further information about the Danish Refugee Council, please consult our website drc.ngo.