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Job Description

Concern Worldwide is a non-governmental, international, humanitarian organisation dedicated to the reduction of suffering and working towards the ultimate elimination of extreme poverty in the world’s poorest countries.

We started working in Malawi in 2002 and are well known for our innovative and quality programmes. We promote learning and staff development for our staff through training, coaching, mentoring and exposure to new

Concern Worldwide Malawi has the following exciting openings in Malawi for talented and committed individuals. Concern is an innovative and dynamic development and humanitarian organisation, currently working in various districts Malawi, implementing programmes in
Food Security & Resilience; Health & Nutrition; Gender Equality and Education.




You will be responsible for assisting in the systematic receipt, processing and response to Compliant Response Mechanism (CRM) from Concern programmes, which come through various mechanisms such as hotlines, help desk and suggestion boxes You will regularly produce reports for management and will be involved in strengthening the CRM system and contribute in the overall systematic documentation of Core Humanitarian Standards (CHS).


  • Foster participatory planning and implementation of accountability activities by training and involving community members, partners and other primary groups where appropriate in the design and implementation of the CRM
  • Ensure the communication and dissemination of complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders drawing on multiple communication channels. During programme activities of distribution nature, prepare and work with programme teams to establish a help desk/information table for community members to answer beneficiary questions.
  • Ensure that all beneficiaries receive the assistance communicated to them by conducting accountability surveys and spot-checks.
  • Work with MEAL teams to ensure accountability standards are included in staff orientation sessions, with a particular focus on Concern’s programme and operational staff, and all staff members from partner organisations. Specifically, provide training on CHS and accountability standards as required;
  • Answer/listen, process, respond to complaints and provide support to beneficiaries who are seeking help through Concern’s CRM.
  • Ensure that all staff, partners and communities are aware of the proper channels and
  • circumstances to report complaints and feedback.
  • Enter and track all complaints and feedback received and ensure proper documentation of data in Concern’s complaints and feedback database.
  • Maintain clear tracking procedures for each case following Concern’s accountability procedures.
  • Work with Concern partners to agree on how they will raise and handle complaints against each other in a safe and accessible way, and to put this agreement into practice.
  • Assist in ensuring that accountability standard operating procedures (SOPs) are up-to-date, and share with all relevant staff.


  • A degree in Development Studies, Social Sciences or related fields
  • Minimum 2 years ‘ experience with local or international NGOs.
  • Ability to translate M&E concepts into practical methods and tools for teams in the field.
  • Strong interpersonal and communications skills.
  • Strong commitment to the vision, mission and values of Concern
  • Experience in capacity development for partner organisations in MEAL.


Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy.

These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern
staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission.

Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment.

By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies.

Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking.

How to apply

Applications for the above career opportunity should include a cover letter, which should have a clearly labelled heading, attach updated curriculum vitae (the most recent experience should be at the top) with names of three referees (one must be most recent Line Manager).

Due to the volume of applications Concern receives, Concern will only respond to shortlisted candidates.

Send your application to the email:

Email: malawi.hr@concern.net 

by midnight on Sunday, 10th January, 2021.

Concern is an equal opportunities employer and welcomes applications from all qualified people.

Women are particularly encouraged to apply.

Skills Required

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Job Detail

  • Location
  • Company
  • Type
    Full Time
  • Positions
  • Apply Before
    11 Jan, 2021

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