Islamic Relief Worldwide (IRW) is an international, non-profitable, non-governmental humanitarian relief organization with its head quarter in Birmingham, UK. It enjoys consultative status with the Economic and Social Council of the United Nations and is a signatory to the Code of Conduct for International Red Cross and red Crescent Moments and NGOs in Disaster Relief. Islamic Relief has been working in Afghanistan for more than 23 years, providing emergency relief and implementing life-changing development projects for some of the most vulnerable people in the country. Islamic Relief set up our first Afghanistan office in 1999. Since then, IRA continued providing assistances in emergency relief, food security, livelihood, education, health, nutrition, shelter, orphan sponsorship, Ramadan and Qurbani programmes.
Job Summary
The Complaint and Feedback Mechanism (CFM) and MEL Officer is responsible for ensuring effective implementation of IRW accountability mechanisms, monitoring, evaluation, and learning frameworks for ongoing projects. The officer will oversee the Complaint and Feedback Mechanism, ensuring that rightsholder (RHs) can voice their concerns, share feedback, and that these are acted upon promptly and effectively. Additionally, the role will support data collection, analysis, reporting, and learning processes across the project cycle.
Duties & Responsibilities
1. Complaint and Feedback Mechanism (CFM)
Manage CFM Processes: Develop, implement, and maintain a transparent and accessible Complaint and Feedback Mechanism across all program locations.
System Oversight: Manage tools (e.g., complaint boxes, hotlines, suggestion forms) and platforms for complaint collection.
Data Management: Track, document, and categorize all complaints and feedback systematically.
Follow-Up: Ensure timely acknowledgment, investigation, and resolution of complaints, liaising with relevant departments.
Reporting: Regularly prepare and share CFM reports highlighting trends, challenges, and resolved cases with the MEAL Manager.
Community Awareness: Ensure target communities are aware of the CFM through clear communication materials and outreach campaigns.
Confidentiality: Maintain strict confidentiality for sensitive complaints, safeguarding the identity and dignity of complainants.
Capacity Building: Provide training to field teams on CFM protocols and best practices.
2. Monitoring, Evaluation, and Learning (MEL)
Monitoring Systems: Support the implementation of MEL plans, tools, and frameworks to monitor project performance.
Data Collection: Conduct regular data collection activities such as surveys, FGDs, KIIs, and observations.
Data Management: Manage project received complaint databases ensuring data quality, accuracy, and security.
Analysis and Reporting: Analyze data and prepare high-quality reports, including monthly, quarterly, and annual MEL reports.
Field Visits: Conduct regular (50% of time) field monitoring visits, ensuring MEL and CFM systems are implemented effectively.
3. Accountability and Community Engagement
Ensure accountability standards are upheld, including adherence to CHS (Core Humanitarian Standard).
Collaborate with program teams to integrate accountability and learning into the project cycle.
Engage stakeholders, including local communities, in MEL and feedback systems to strengthen trust and transparency.
Promote inclusion and participation of marginalized groups in the complaint and MEL processes.
Job Requirements
Education
Bachelor’s degree in social sciences, Development Studies, Statistics, or a related field. A master’s degree is an added advantage.
Experience
3 years of experience in Complaint and Feedback Mechanism and Monitoring, Evaluation, Accountability, and Learning (MEAL) roles.
Proven experience managing complaint and feedback mechanisms within humanitarian or development projects.
Experience with data collection, analysis, and reporting tools (e.g., Kob Toolbox, ODK, Excel, SPSS, Power BI).
Familiarity with accountability frameworks such as CHS.
Field experience in community engagement and conducting evaluations.
Skills
Strong analytical and data management skills.
Excellent communication and interpersonal skills.
Proficiency in MS Office Suite (Word, Excel, PowerPoint) and MEL software.
Ability to manage sensitive information with discretion and confidentiality.
Strong facilitation, training, and capacity-building skills.
Knowledge of participatory approaches and qualitative/quantitative data methods.
Excellent reporting and documentation skills.
Fluency in English (Mandatory) and local languages (mandatory).
Key Competencies
Integrity, professionalism, and accountability.
Strong problem-solving and critical-thinking skills.
Attention to detail and ability to work under tight deadlines.
Collaborative mindset and ability to work in a multicultural team.
Sensitivity to gender, inclusion, and protection principles.
Working Conditions
Regular (50%) field visits to project locations.
Flexible to work under pressure and travel in challenging environments.
Safeguarding Commitment
The position holder must adhere to organizational safeguarding policies and ensure a safe and secure environment for project participants, particularly vulnerable populations.
Submission Guideline
Interested and qualified national candidates should submit a cover letter explaining their motivation and updated CV to the following: