MEAL (Clients Responsiveness & Accountability) Officer- Afghan Female Only

Under the overall guidance and supervision of the Sr. MEAL/CRA Officer and to support the implementation of a functional CRA, the CRA officer is responsible for receiving phone calls, and case referrals and closing the feedback loop in line with SOP/ MEAL strategy, information sharing, and data capturing. 

• Manage the complaints hotline, WhatsApp, and conduct follow-up focus groups or spot-checks if needed especially with female clients.
• Register received complaints/feedback into the tracker and report minor and major cases to the specific department based on the approved SOP.
• Coordinate with the related IRC departments to ensure adequate and timely responses to feedback received.
• Keep clients updated on their complaints/feedback progress.
• Register and follow-up on the complaints received by AWAAZ Afghanistan.
• Provide feedback and information for the monthly/quarterly reports to project stakeholders to improve the quality of programming; advise the Kabul main office of strengths and weaknesses, issues and concerns and successes reported or discovered.
• Communicate with the field MEAL team and inform them about the gaps.
• Work closely with the Sr. MEAL Officer/ Managers and MEAL Coordinator
  
• Perform any job relevant duties assigned by the direct supervisor.