CFRM & MEAL Officer
Line Manager: MEAL Manager
Duration: 12 months with possibility of extension
Starting date: As soon as possible
Salary: based on experience and skills – gross salary
Position
Transparency and accountability are People In Need’s (PIN) core principles and PIN therefore aims to introduce CFRM into all its projects and programs. Community Feedback and Response Mechanism (CFRM) is an important tool for People in Need to ensure transparency and accountability of its operations. Most importantly, it is designed to protect PIN beneficiaries from any kind of abuse (incl. physical and sexual) and corruptive behaviors of PIN and/ or PIN partners’ staff. The objective of CFRM is to enable PIN beneficiaries, staff and other stakeholders, both local or national, to provide PIN management with information about poor quality of the organization’s humanitarian and development assistance and serious misconducts of PIN and/or PIN partners’ staff.
A CFRM is a formalized procedure and mechanism that provides a safe, accessible and effective channel for our beneficiaries and project stakeholders to raise complaints, or provide feedback and for a response or redress to be given. It helps us to understand our programs from the beneficiaries’ perspective, giving us the information to adjust our programs to best meet beneficiary community needs. Enabling beneficiaries and project stakeholders to seek and receive response for grievances and alleged harm is a critical aspect of accountability. PIN Cambodia welcomes feedback and will react constructively to complaints from its project stakeholders.
- Community Feedback and Response Mechanism (CFRM):
- Oversee the development and implementation of CFRM framework for overall programs of PIN.
- Ensure the developed communication tools for CFRM are beneficiary friendly.
- Operate the hotline, archive, respond and refer complaints, and provide regular reports on trends within the system.
- Handle the serious complaint with confidentiality and discuss the matter according to its gravity, with the relevant person.
- Train and support staff (including partners’ staff) on CFRM policy and ensure the effective communication of CFRM mechanism at community level.
- Share the learnings generated from CFRM to managers for effective or adaptive programming.
- Follow up on the resolution of complaint with relevant managers, receive their response and communicate to beneficiary accordingly.
- In case of complaint box installation at community level, ensure its handled in timely manner by the CFRM focal person at field level.
- Through periodic assessments of CFRM tools and methods, investigate if current system can be improved and become more effective. Advocate for any amendments that may be required.
- HR and Capacity Development of PIN staff and enumerators:
- Ensure all PIN staffs are well aware of CFRM system and underlining policies through orientation. Provide suggestions and support to PIN staffs in effectively implementing CFRM system across different projects.
- Ensure all enumerators are adequately and timely trained on data collection tools and methods. Look for opportunities to enhance their skills and knowledge through regular assessment of their work. Enumerators are also needed to be oriented on CFRM system and its importance to project implementation.
- Regularly conduct fair and transparent assessment of enumerators and identify scope of capacity development opportunities.
- Ensure all learnings and important informational outputs from different MEAL activities are communicated to the project team in timely manner. Be accountable for all the shared information.
- Monitoring, Evaluation, Accountability and Learning (MEAL):
- In collaboration with the MEAL Manager, develop and strengthen monitoring, and evaluation procedures, for both contextual and programmatic purposes.
- In coordination with project teams, monitor project activities and progress, in-line with the project’s log frames and MEAL plans.
- Monitor and evaluate overall progress on achievement of results.
- Monitor the sustainability of the project's results.
- Develop pertinent data collection tools, well-aligned with project indicators, and oversee regular, pertinent, and efficient data collection at field level.
- Conduct literature reviews and collect data from secondary sources to streamline data triangulation and to ensure contextualization.
- Provide trainings on data collection to enumerators
- When needed, develop qualitative data collection tools, and collect qualitative data at field level, using a variety of tools such as KIIs and FGDs.
- Provide reports on a regular basis regarding project progress, work towards objectives, and indicator tracking.
- Participate in quarterly project reviews and evaluations.
- Plan and coordinate MEAL and project workshops for partners and other stakeholders, in close coordination with the project teams.
- Desired Qualifications:
- The ideal candidate will have the following knowledge, skills and competencies:
- Bachelors (Masters preferred) degree is social science or any related field
- At least 2 years of professional experience in the NGO/UN system
- Advanced excel and data analysis and software knowledge
- Strong data management skills
- Proven data collection, analysis and report writing skills
- Experience in both qualitative and quantitative data analysis
- Knowledge of electronic data collection tools preferred
- High degree of rationality; a scientific wake of thinking, and a very good grasp of logic
- Outstanding communication skills - written and spoken
- Strong interpersonal skills
- High ethical standards and ability to endorse principals of confidentiality
- Commitment to and understanding of PIN’s aims, values and principles
- Capacity to meet deadlines
- Fluency in Khmer and English - written and spoken
