FCRM/MEAL Assistant

Welthungerhilfe it is one of Germany's biggest non-governmental relief organizations. Non-profit making, politically independent and non-denominational, the organization is run by a Supervisory Board of honorary members under the patronage of the President of the Federal Republic of Germany. Its work is funded by private donations and public grants. Welthungerhilfe is working since the 1980’s continuously in Afghanistan and opened the first offices in 1992. Since this time Welthungerhilfe has implemented some 165 projects in Afghanistan. Main fields of Welthungerhilfe intervention in Afghanistan are emergency relief, food and nutrition security, rural and regional development and water and sanitation.

Key Responsibilities

• Ensure adherence to WHH policies, procedures, FCRM tools, handbooks, SOPs, data protection requirements, and relevant accountability guidelines.
• Operate and manage the established FCRM system on a daily basis, including the FCRM hotline, in accordance with approved SOPs, referral pathways, and confidentiality requirements.
• Receive, register, categorize, acknowledge, and process complaints, requests for information, suggestions, appreciation, and other forms of feedback in a timely, respectful, confidential, and case-sensitive manner.
• Provide accurate, timely, and accessible information to communities and FCRM users regarding WHH project activities, eligibility criteria, assistance, services, and relevant humanitarian services available in the targeted areas.
• Conduct proactive FCRM sensitization and outreach, with particular attention to women, girls, persons with disabilities, returnees, IDPs, and other groups who may face barriers to accessing formal feedback channels.
• Develop and support context-appropriate and gender-sensitive outreach and sensitization materials to promote awareness of FCRM channels, including hotline information, complaint procedures, confidentiality, safeguarding, and users’ rights.
• Proactively engage with female community members and appropriate female community representatives through safe and culturally appropriate channels to ensure that women have meaningful opportunities to provide feedback and raise concerns, particularly where direct access to mixed-gender or public mechanisms may be constrained.
• Coordinate with community mobilizers, field teams, and relevant programme staff to integrate FCRM information and sensitization into project activities, distributions, trainings, community meetings, and other community-facing events.
• Follow up on open cases with relevant programme and support teams and ensure that appropriate and timely responses are provided and cases are closed in accordance with established response timelines.
• Escalate sensitive, serious, urgent, or safeguarding-related complaints through the appropriate referral channels and ensure that confidentiality and the principle of do-no-harm are maintained throughout the process.
• Maintain and regularly update the FCRM database, including data entry, data cleaning, correction of errors, documentation of actions taken, and daily updating of case status.
• Conduct regular reviews of FCRM data to identify recurring issues, emerging concerns, trends, and potential programme-quality or accountability gaps, and communicate relevant findings to the MEAL (Accountability) Officer and MEAL Coordinator.
• With the support of the MEAL (Accountability) Officer, contribute to quarterly FCRM reports, case summaries, trend analysis, and other accountability products for relevant audiences, while ensuring compliance with data protection and confidentiality requirements.
• Maintain up-to-date knowledge of WHH project activities, implementation progress, and relevant humanitarian services and operations in targeted areas to ensure accurate information is provided to communities.
• Support the use of CommCare and other digital data-management platforms for FCRM case management, data collection, and reporting. Practical experience with CommCare is desirable.
• Support the development and visualization of FCRM data and trends through Power BI and other data visualization tools. Experience with Power BI is desirable.
• Regularly provide updates to the MEAL (Accountability) Officer and MEAL Coordinator on case status, response timelines, unresolved cases, emerging trends, and issues requiring management attention, also attend accountablity meeting and assist the meeting in terms of contents.
• Support the promotion and maintenance of a safe, respectful, inclusive, and accountable working environment free from sexual exploitation and abuse (SEA), harassment, and other forms of misconduct, in accordance with WHH policies and procedures.
• Participate in relevant FCRM, accountability, PSEA, safeguarding, data protection, and community engagement trainings and continuously strengthen professional knowledge and skills.
• Perform other FCRM/accountability-related duties as assigned by the supervisor. 

Qualifications: 

A. Education requirements: 

University degree in Social Sciences/studies, development studies, social work, or any other relevant field.

B. Experience: 

At least 2 years’ experience in an international NGO preferably in an emergency or post-conflict setting, preferably in Accountability/FCRM, MEAL or Protection functions.

Applicants with the above qualifications listed above additional Desirable requirements are preferred. 

C. Other qualifications:

•        Excellent understanding of local context needs and challenges of the local communities.

•        Has good time management skills and can take on multiple work streams simultaneously.

•        Fluency in English, both written and verbal and both formal local languages (Dari and Pashtu) is a must.

•        Excellent knowledge of Microsoft Office, databases and data analysis tools.

•        Nice, approachable, and open-minded personality willing to work in multicultural/multinational setting

•        Highly approachable, trustworthy, and confidential

•        Good sense of humor! 

Additional Desirable Requirements:

•        Demonstrated experience in female-focused community sensitization and proactive outreach, particularly in contexts where women and girls face barriers to accessing feedback mechanisms.

•        Experience developing proactive outreach, awareness, and sensitization materials using context-appropriate and gender-sensitive approaches.

•        Practical experience with CommCare, /case-management platforms and Power BI dashboards and visulalization is desirable.

•        Good understanding of confidentiality, data protection, safeguarding, PSEA, and safe referral principles.

•        Knowledge on accountability frameworks and standards.

•        Effective   public   relations   and public speaking skills 

•        Team working skills

•        Problem solving and basic counseling skills

•        Negotiations skills and effective verbal and listening communications skills

•        Stress management skills

•        Data management and analysis skills

• The applicants should complete and submit the WHH Online Recruitment Form with their resume attached through the following link: (https://ee-eu.kobotoolbox.org/x/3LIhJM1n)

• The HR database will not accept resumes submitted without completing the Online Recruitment Form.

• Only applications submitted through the above online link will be considered. Applications sent through any other channel, even within the organization, will not be reviewed.

• Please mention the vacancy number and job title correctly in the Online Recruitment Form; otherwise, your application may be rejected from the system.

WHH will screen all applications on the fulfillment of the requirements and if an applicant has no response from WHH within 30 days after closure of the vacancy, it indicates that the applicant is not shortlisted.  WHH encourage applicants who are not shortlisted to keep checking for vacancies in the future to check if more suitable vacancies to apply for.