Relevant Experience:

University Degree in Public Administration, Economics, Development Studies, Social Sciences, or a related field preferable

1-2 years of previous work experience in the development sector specifically in Complaint and Feedback Mechanism Management.

Experience and skills to analyse data and prepare reports for internal and external use. Previous experience dealing with cross-sectoral data presentation will be an additional value 

Job Description:

Collect feedback from the different feedback mechanism sources and upload data onto Excel and organization's information management database.

Answer/Listen, process and respond to feedback and complaints through various mechanisms (CFM number, emails, social media, CFM Box, Post Office and Website).

Ensure that complaints that do not rise to the level of severity requiring a Code of Conduct investigation are rapidly referred to the relevant managers for follow-up; ensure that follow-up and actions taken are properly documented on organization's information management database.

Maintain and ensure a clear and comprehensive filing system for all the complaints and feedback by codes and types and refer to relevant staff (MEAL & Program) for resolution.

 Maintain and ensure a clear and comprehensive filing system for all the complaints and feedback by codes and types and refer to relevant staff, following organization's Accountability SOP.

Clearly communicate the outcome of the action with the Participants and communities when applicable, including follow-up/response with Participants.

Develop Monthly reports on CFM, and contribute to the analysis of trends, needs, gaps, and requests.

Support the Sr. MEAL Officer with continuous analysis of feedback and nature of complaint data to drive learning and ensure adaptive programming

Ensure that all the complaints are followed up closely with the relevant department and coordination to resolve them within 2 working weeks (14 days).

Participate in monthly MEAL review meetings, and provide updates on key observations from the CFM, and follow up on broader action points related to CFM for project and program management.

Plan for monthly field visits to the field offices.

The responsibilities listed above cover most of the tasks that would be performed by the individual in this position; however, the MEAL Assistant can also be assigned other relevant official tasks by HOD / Management/Supervisor as and when required.