MEAL Coordinator (National Position)

NGO Jobs / UN Jobs Vacancy

Country: Turkey
Organization: Big Heart Foundation
Closing date: 13 Apr 2021


Established in response to the Syrian conflict, Big Heart Foundation is a Syrian-led, non-profit NGO founded in 2013, which aims to alleviate human suffering through the impartial delivery of humanitarian and development programs. Big Heart provides assistance & services to conflict affected populations, including essential food and Non-Food Items (NFI), Water, Sanitation & Hygiene (WASH), Livelihoods, and Education services. We specialize in the delivery of targeted aid to highly vulnerable populations in areas that are difficult to reach and correspondingly most under-served.


The MEAL Coordinator will be responsible of the design and implementation of the Monitoring Evaluation and Learning (MEL) framework for all programmes, as well as of the review and strengthening of Big Heart’s accountability framework.

He/she will ensure effective monitoring and evaluation of all project activities ensuring that results are used to continually inform and improve program delivery and design. He/she will have overall responsibility for the accurate collection & analysis of M&E data, for disseminating key results and communicating these to programs and senior management to agree recommendations to improve program implementation and design. This will include ensuring learning is effectively captured and continually used to support programme quality and innovation.

In addition, he/she will further develop the necessary tools and processes to ensure effective community engagement and accountability is mainstreamed into all project activities. He/she will lead on strengthening existing feedback and accountability mechanisms to ensure the opinions of beneficiaries, non-beneficiaries and key stakeholders are used to continually improve programme quality and relevance. Working directly with the accountability unit and Senior Management, this position will lead on management of sensitive and serious complaints.

A key part of the role will be capacity building of M&E, accountability and programme staff, including remote support to staff inside Syria, but also to develop processes to ensure results are used to continually inform and improve program delivery.


Monitoring, Evaluation and Learning activities

  • Working closely with the Programs Coordinator and wider team, develop standard and project specific M&E plans for all project activities. This will include: Distribution Monitoring, Post Distribution Monitoring (PDM) and satisfaction surveys in addition to needs assessments and baseline / end line surveys.
  • Oversee the development of quality tools for all M&E activities, including templates for data collection and data entry and ensure clear systems and processes (including sampling plans) are in place and understood by field teams.
  • Ensure routine project monitoring takes place on time (including distribution monitoring, PDM and satisfaction surveys with stakeholders) and that results are analysed and shared with relevant staff (Turkey and Syria).
  • Ensure timely development and delivery of all surveys, baseline/end line surveys, assessments and evaluations including. This will include close coordination with M&E counterparts within Big Heart’s partner organizations and overseeing the design of tools and sampling methodologies, training for field teams, planning fieldwork, and the production of quality analysis and reports for internal and external dissemination.
  • Promote and strengthen organizational understanding of the importance of M&E within the country team, ensuring buy-in and understanding of M&E’s role in informing and improving all stages of program design and implementation.
  • Design and oversee roll-out of M&E trainings for Big Heart management and field-based staff, in particular the M&E tools and processes used by Big Heart.
  • Oversee the effective communication and use of monitoring data to improve current programming and inform innovation, including development of agreed recommendations to ensure continual improvements to the quality and appropriateness of all program activities. This will include facilitating and leading ‘Lessons Learnt’ sessions.


  • Working with Senior Management and accountability staff in the field, develop mechanisms to support beneficiary accountability including strengthened and standardized mechanisms for community feedback, complaints and communications.
  • Oversee the effective communication and use of feedback/complaints data to improve current programming, including development of agreed recommendations to ensure continual improvements to the quality and appropriateness of all program activities.
  • Review and develop Big Hearts existing CRM guidelines to develop strengthened SOPs for management of complaints, including processes for sensitive complaints. This will include clearly defining the difference between a request for information, a complaint and a sensitive complaint for example, plus the internal process for logging and managing each.
  • Review current field processes for receiving, logging and reporting complaints. Identify improvements required and gaps (including capacity, training and tool gaps) and work with the Feedback and Complaints and Accountability teams to roll out strengthened internal processes to manage complaints.
  • Ensure feedback, complaint and accountability data is regularly reviewed and analysed. Identify trends / structural areas requiring improvements and support Senior Management and programs to agree and roll-out improvements.
  • Working with Accountability staff and Senior Management, lead on the investigation of serious and / or sensitive complaints.
  • Lead on the design of proactive, independent checks at field-level to ensure SOPs and Big Heart policies are correctly applied.
  • Train incoming staff on CRM management and internal processes.

Programme Development

  • Input to proposal development and project planning, identifying accountability measures to be included and adequately budgeted / resourced.
  • Ensure that learning is captured and shared effectively to improve project implementation / design and to inform programme development.

HR Management

  • Overall management of the M&E and Accountability teams
  • Direct management of the M&E Manager and Accountability Officers in Turkey and Syria
  • Ensure adequate staffing for all activities, including liaison with HR on recruitments.


  • Represent Big Heart at relevant coordination meeting.
  • Any other duties as requested by Line Manager


1. IT knowledge: Proficient command of Microsoft Office (Word, Excel, PowerPoint).

2. Personal skills:

  • Excellent management skills with the ability to quickly re-prioritise activities to meet the demands of the programme in a rapidly changing context;
  • Excellent interpersonal and facilitation skills, with the ability to lead teams to reach consensus on complex and/or divisive issues;
  • Ability to proactively engage with diverse stakeholders, and problem solve;
  • Highly organized with a logical approach to information management;
  • Able and willing to work the required hours (with periods of long working days, when necessary) to meet the needs of the programme.
  • Ability to deal patiently and tactfully with people of different national and cultural backgrounds.

3. Technical / Program skills:

  • Strong grasp of all stages of programme cycle management and quality standards in humanitarian programming, accountability mechanisms;
  • A solid understanding of Big Hearts sectors (WASH, FSL, SNFI, Education) and of mainstreaming principles, including gender and child protection;
  • Ability to provide technical advice, or mobilise technical expertise, on a broad range of operational areas to managers and staff;
  • Knowledge of, and commitment to, Humanitarian principles;
  • Good writing skills;
  • Commitment to capacity building staff.


  • Proven experience in M&E methods and approaches (including quantitative, qualitative and participatory) and developing and leading M&E processes.
  • Proven experience in data analysis and the production of quality reports and recommendations.
  • Proven experience in managing accountability to affected population and community engagement frameworks and capacity building / staff training on same.
  • Ability to lead and supervise staff.
  • Familiarity with the humanitarian context of Syria.
  • Demonstrated communication and organizational skills.
  • Solid information analysis and report writing skills.
  • Clear understanding of remote management constraints and challenges.


Excellent communication skills in English and Arabic


Bachelor’s degree in economics, agriculture, international affairs, business administration, social sciences, development studies, humanitarian action or a field relevant to international development assistance.

How to apply:

Please email your CV to no later than 13, April 2020.

Candidates must indicate the Position Title in the email subject line as “MEAL Coordinator”.

Female candidates are encouraged to apply.

Only short listed candidates will be contacted.

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