Monitoring and Evaluation Coordinator at Norwegian Refugee Council

All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity, and accountability. These attitudes and believes shall guide our actions and relationships.

Role and responsibilities

As a humanitarian organization, NRC must remain accountable to the affected population it serves. In particular, NRC seeks regularly engage with the affected communities and ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming.

The M&E – Accountability coordinator is responsible to oversee the operationalization of CFRM within NRC Ethiopia and building on it to create a culture of accountability for the affected population. He/she will act as a focal point for all CFRM related issues within the office and coordinate with programs, and support functions. The M&E – Accountability coordinator will ensure that clear, transparent rules for raising and processing complaints are established and that complaints are recorded and addressed by relevant parts of NRC Ethiopia within a reasonable timeframe. The M&E – Accountability coordinator will ensure quality in responses through capacity building and support of staff involved in responding to complaints and utilize the information received through complaints and feedback channels to produce periodic reports and analyses that can strengthen programming and increase overall organizational accountability to beneficiaries and the wider affected population.

 Generic responsibilities

These responsibilities shall be the same for all positions with the same title. The responsibilities shall be short and essential. Details belong in the Work- and Professional Development Plan. 

  1. Adherence to NRC policies, guidance and procedures
  2. Support and contribute to the development and implementation of M&E systems, including M&E SOPs, guidance and tools.
  3. Participate in programme design and proposal discussions, including theory of change development, log frame design and budgeting for M&E.
  4. Support programme staff in planning for and executing M&E, including, data collection methodology and tools and data management, analysis and use.
  5. Support the implementation, dissemination and use of evaluations, assessments and monitoring data in programme development, adjustment or review.
  6. Contribute to organisational learning through supporting specific analysis, lessons learned and reports.
  7. Capacity building and training of programme and M&E support staff on M&E technical and conceptual areas.
  8. Design and support dissemination of relevant information to beneficiaries, host communities, and relevant partners.
  9. Supervise and mentor M&E support staff in executing M&E plans.
  10. Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC

Specific responsibilities

  1. Implement and contextualize NRC East Africa and Yemen M&E framework and SOPs.
  2. Ensure consistency of approach at all levels in the M&E in collaboration with program staff using M&E tools developed.
  3. Oversee and take lead the systematic and continuous data collection and analysis on the progress of activities over time and monitor results in terms of timeliness, quality and accuracy in line with the logical framework approaches(LFAs), best practice and project management.
  4. Involve in project development and ensure a very good proposal is designed.
  5. Support partners and/or consultants in conducting baseline surveys, mid-term review and final evaluation.
  6. Designing tools, checklists and schedules for collecting data at the input, output and outcome levels in association with the relevant programme staff and based on the changing needs and requirements of NRC Ethiopia.
  7. Undertaking data collection directly or in conjunction with programme staff as required.
  8. Provide capacity building training on Project Cycle Management, data collection and analysis.
  9. Share learning from M&E process and document case/success stories overall programing share with the wider team.
  10. Coordinate the operationalization of the NRC Ethiopia CFRM system and develop/build upon existing Standard Operating Procedures (SOPs) for CFRM within the country office.
  11. Serve as primary contact for all CFRM related issues.
  12. Communicate and disseminate NRC CFRM standards and guidelines within NRC and conduct training, capacity building, and mentoring of all staff involved.
  13. Coordinate processing and provision of response, specifically in relation to confidential complaints mechanisms.
  14. Ensure proper response is generated in a reasonable time.
  15. Manage data analysis and information presentation related to CFRM.
  16. Produce/oversee production of regular internal (and external) reports on complaint trends, response procedures, and relevant issues.
  17. Work with HR and protection colleagues to ensure that NRC has in place procedures to ensure a response to sensitive complaints received (Code of Conduct and SEA).
  18. Hold training and refresher sessions for CFRM and program staff to ensure they have the capacity and skills to deal with complaints at the field level.
  19. Support program staff in identifying and addressing all complaints and feedback related needs and formalizing feedback loops within programs.
  20. Further develop existing guidance and frameworks for Country Office procedures, policies, and processes that assist in institutionalizing and supporting CFM in the country.
  21. Provide support to program managers in reviewing information across projects, to ensure that feedback and complaints are taken into account in program management decisions.

Job Requirements

Generic professional competencies for this position:

  • BA/MA/MSc in Economics, Statistics, Business administration, and other related fields
  • At least 5 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFRM, or related field.
  • Have profound skill on Analytical and research.
  • Experience in handling sensitive feedback
  • Excellent computer knowledge with command on MS Excel among other packages of MS Office.
  • Experience on working with Data analysis software/programs
  • Ability to present data and convey information clearly and concisely and identify trends
  • Experience in facilitating the capacity-building efforts of diverse colleagues, including local partner agencies.
  • Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.
  • Fluency in English (speaking, reading, writing), other languages is an asset
  • Computer skills, including MS Office (Word, Excel, PowerPoint)

Context related skills, knowledge, and experience (shall be adapted to the specific position):

  • Strong analytical and communications skills
  • Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy, and confidential)
  • Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm, and resilient)
  • Experience and ability to train others and transfer knowledge
  • Familiarity with  NRC’s core competencies is an asset

Behavioral competencies

  • Working with people
  • Communicate with impact and respect
  • Analyzing
  • Planning and delivering results
  • Ability to work under pressure, independently, and with limited supervision.
  • Patient, flexible and creative
  • Initiating action and change


More Information

  • Job City Addis Ababa