The AME Monitor will be primarily responsible for managing the WFP hotline for ACTED’s food, cash and voucher distributions activities under WFP funding, as well as managing ACTED internal Complaints Response Mechanism. This will include recording, sharing, following up and consolidating complaints / feedback about ACTED programmes, and ensuring community feedback is fed back into the project cycle management and referred to other agencies as appropriate. To this end, s/he will work in close collaboration with the distribution team, other Programme teams, Area Coordination and AMEU staff.
In addition, the AME Monitor under the leadership of the AME Officer/Monitor as part of a field team in the base and the AME Manager in the capital, gathers information for evidence-based programming through a variety of data collection methods including household-level surveys, key informant interviews, focus group and community discussions, and other ad hoc tools as required. This will help ACTED to be transparent and accountable towards both beneficiaries and donors, by conducting assessments, monitoring programming, and ensuring that projects meet the highest standard possible, as well as incorporating feedback from beneficiaries into the programme implementation to involve them as active stakeholders in decision-making processes and project design.
Qualifications & Preferred Skills
The AME Monitor will be working in a team under the direct, daily supervision of the AME Officer in the base who will give daily tasks and responsibilities as per AME Manager’s directives. The AME Monitor will mostly accompany the distribution team to manage complaints and record feedback from beneficiaries, but will also participate in any assessment or monitoring and evaluation activities as needs arise.
Complaints and accountability
- Accompany the distribution teams to all distributions
- Manage the WFP hotline, Complaints Desk and all complaints and accountability mechanisms
- Manage the ACTED Complaints Response Mechanism
– Receiving complaints
– Recording and categorizing feedback and complaints into the Complaints Registration Database according to the provided guidelines on sensitivity and urgency levels.
– Ensuring that all complaints are acknowledged and being referred to the relevant staff members within 5 working days, in consultation with AMEU Manager.
– Ensuring that all feedback is followed up closely with relevant department and coordination in order to resolve them within 15 working days).
– Ensuring and maintaining confidentiality of data at all times by respecting the relevant referral mechanisms outlined in ACTED Iraq Complaints Response Mechanism Guidelines
– Cleaning and updating the database to ensure it is accurate.
– Compiling all feedback received during the week and sending a weekly report to both AMEU Manager and Mass information Program Manager.
Field assessments and M&E activities
- Efficiently, safely and adequately conducting household-level surveys with vulnerable displaced families and host communities
- Facilitating focus group discussions on specific themes related to ACTED’s work
- Recording and translating transcripts of interviews and group discussions on a daily basis
- Uploading electronically collected data to a password-protected server after each field mission
- Participating in daily debriefs with the AME Officer
- Ensuring protection principles are upheld at all times while gathering data, and ensuring and respecting the confidentiality, privacy, and if necessary, anonymity of survey participants
- Ensuring accurate and timely collection of data, interviewing beneficiaries and other tasks as they arise for the purposes of documenting and reporting on progress.
- Supporting any other field assessment work, as needs arise.
Database Management and data analysis
- To support AME Officer in coding questionnaires on online server Kobo;
- To support AME Officer in Excel-based analysis;
- To ensure regular gathering of data collected by AME enumerators for quantitative surveys;
- To write translated transcripts of Focus Group Discussions and Key Informant Interviews from Arabic to English;
- To ensure accurate and timely entry of data into the database if paper forms used for AME surveys;
- To ensure uploading of data onto online server Kobo on a daily basis if ODK use.
Development of Information Collection Mechanisms
- To develop distribution sheets for program teams and ensure regular update of programmatic data (outputs delivered);
- To create databases or relevant documents gathering lessons learned from past and ongoing projects, and best practices to implement in ongoing and future projects.
- To work according to the priorities set by the AME Officer and Manager;
- To report to the AME Officer at frequent and regular intervals on the progress of data entry and any outstanding inaccuracies and / or discrepancies.
Any other task as required by AME Officer and Manager.
Professionalism and Personal Qualities
- Knowledge and experience
o Fluent in spoken and written Arabic essential. English highly desirable.
o Computer skills: Word, Excel.
o Previous experience with Open Data Kit (ODK) and data collection through mobile device.
o Previous experience working on humanitarian programs preferred.
- Personal qualities
o Excellent communication, interpersonal and diplomatic skills in dealing with beneficiaries and ACTED/partner organization staff.
o Strong attention to details and great listening skills; analytical skills an asset.
o High commitment to cultural sensitivity, honesty and integrity.
o Organized, methodical, and thorough work ethic.