Officer- National

Relief International is an international non‑profit organization that partners with communities impacted by conflict, climate change and disaster to save lives, build greater resilience and promote long‑term health and wellbeing.

Relief International works in 16 countries around the world, including Afghanistan, Iran, Iraq, Jordan, Lebanon, Myanmar, Pakistan, Philippines, South Sudan, Sudan, Syria, Turkey, Yemen and now OPT, providing Health and Nutrition, WASH (Water, Sanitation, and Hygiene), Education and Livelihoods programming that creates the foundation for community resilience.

We do this by working with local actors to develop safe and inclusive local programming that is evidence based, conflict sensitive, climate smart, and reaches those in need.

About Our Country Program/ Regional Programs:
Relief International in the Middle East has programs in seven countries – Iraq, Jordan, Lebanon, Syria, Türkiye, Yemen, and now OPT with a focus on the 4 main RI sectors: WASH, Health and Nutrition, Education and Livelihoods. Relief International has been providing humanitarian aid in Yemen since 2010, offering various services such as health, nutrition, water, sanitation, livelihoods, and protection across the country.

They focus on helping vulnerable people, including internally displaced persons, returnees, and host communities. RI also provides reproductive health, protection, and gender‑based violence responses in specific areas.

The MEAL Officer will be responsible for supporting and implementing Monitoring, Evaluation, Accountability, and Learning (MEAL) activities, Health Information Management (HIM), and project accountability systems. The role will ensure effective management of the Feedback and Complaint Response Mechanism (FCRM), including hotline follow‑up, documentation, referral, and closure of feedback and complaints, while also collecting, analyzing, and managing health and project data to support timely reporting, learning, and decision‑making.

The MEAL Officer will report directly to the PRO MEAL Coordinator and work closely with program staff, field teams, health facility staff, community representatives, and relevant stakeholders.

Context Background

• Lead the day‑to‑day implementation of the Feedback and Complaint Response Mechanism (FCRM), ensuring that feedback and complaints are received, documented, categorized, referred, followed up, and closed in line with RI procedures and timelines.
• Manage and follow up hotline‑related feedback and complaints, including receiving calls, recording cases accurately, escalating sensitive or urgent issues through the appropriate channels, and maintaining confidentiality.
• Maintain and regularly update the FCRM tracker, hotline log, feedback box records, referral records, and closure documentation, ensuring accurate, complete, and timely data entry.
• Ensure the placement, visibility, and functionality of FCRM tools, including posters, banners, feedback boxes, flyers, and hotline information at health facilities, distribution sites, and community locations.
• Conduct community awareness sessions during field visits on project services, available feedback and complaint channels, the hotline, confidentiality, and expected response timelines.
• Compile and share regular accountability and FCRM summaries, including feedback trends, complaint types, response status, lessons learned, and recommendations for program improvement.
• Coordinate with program, support, and field teams to ensure timely response to community feedback and complaints and to integrate accountability findings into project planning and implementation.
• Archive and maintain MEAL, accountability, and HIM‑related documents…