Associate Manager, Accountability to Affected Populations (AAP)

JOB SUMMARY:  The Associate Manager Accountability to Affected Populations (AAP) is responsible for ensuring accountability mechanisms are in place at IMC, that they are being implemented across all programs to fulfill IMC’s minimum accountability standards, especially with regards to community engagement; including, information sharing, beneficiaries’ meaningful participation, and feedback and complaints handling. With the support of Senior Management and the MEAL country lead (coordinator/manager), s/he will be the primary person responsible for designing, implementing, and day to day management of the country Community Based Feedback and Response Mechanisms (CBFRM) process. Furthermore, the Associate Manager AAP will also contribute to the successful management of knowledge management and learning (KML) processes building capacity of program staff to ensure the integration of accountability best practices in project design implementation, and incorporating lessons learnt and best practices stemming from AAP activities, working closely with MEAL country lead, and program staff. Additionally, s/he will oversee reporting on feedback and complaints and manage the country office’s CBFRM database. 

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation:

MAIN TASKS AND RESPONSIBILITIES

IMC’s policies, guidelines, and procedures
•    Actively promote Prevention of Sexual Exploitation and Abuse (PSEA) standards within IMC and amongst its beneficiaries.
•    Contribute to the creation of a positive image and overall credibility of the organization, notably through the application of the Code of Conduct, humanitarian principles and the 9 Core Humanitarian Standard (CHS) commitments.
•    Support the MEAL country lead and Senior Management team on the implementation of policies and procedures for monitoring, evaluation, accountability and learning, and reporting AAP and CHS commitments.
•    Apply knowledge management and learning practices as detailed in the IMC MEAL manual and minimum standards. 

Project design and planning
•    Support the MEAL country lead to identify the budget and resources needed for AAP activities.
•    Support MEAL team in adapting needs assessments and planning to be more inclusive data collection from vulnerable and marginalized groups or appropriate key informant (women, children, older people, people living with disabilities, and other marginalized ethnic/social groups).
•    Support the completion of complementary AAP analysis/assessments, including, but not limited to: stakeholder analysis, communication needs assessment, community consultations

MEAL systems
•    Support the country MEAL team by establishing and strengthening accountability systems within the overall MEAL function. 
•    Support MEAL team in adapting and developing mixed-method (qualitative and quantitative) tools and approaches for promoting community engagement and meaningful opportunities to participate in decision-making, particularly in the inclusion of vulnerable groups.
•    Develop and pilot simple data collection tools based on AAP monitoring indicators alongside the MEAL team and support implementation of accountability initiatives & practices across the country mission.
•    Ensure that AAP data is collected routinely throughout project cycle (not just at project mid and endpoints, enabling corrective action).
•    Set up robust monitoring system for AAP initiatives. 
•    Promote and incorporate considerations to the different needs of vulnerable groups, including people of different sex, age, and disability status, into all MEAL/AAP systems and activities. 
•    Support in the implementation of gender analyses and gender assessments as required.  
•    Ensure tools and systems are in place for learning and decision making on the needs of vulnerable groups, including disaggregation of all data, development of mainstreamed and specific indicators, specific research questions, and targeted recommendations in reports.  

Accountability to affected populations 
•    Support the MEAL country lead in ensuring compliance and follow up of AAP and CBFRM systems at site level. 
•    Ensure AAP features in, and is resourced in, all new proposals. 
•    In coordination with MEAL country lead, conduct stakeholder analysis/mapping to identify underlying social dynamics, and ensuring data collected is representative of the crisis-affected community, including vulnerable and marginalized groups. 
•    Based on community feedback and assessment data, identify, and utilize the best communication approaches to provide communities with relevant and actionable lifesaving and information. 
•    Develop tools and methodologies to routinely share timely, accurate and relevant information with communities. 
•    In coordination with program teams, assess vulnerabilities and community power structures to ensure strong and open relationships with key community stakeholders from a cross-section of the community, especially vulnerable and marginalized populations. 
•    Ensure accountability processes are fully in line with IMC AAP commitments, including IASC CAAP, CHS, and the Sphere Humanitarian Charter.
•    Maintain overview of/coordinate the implementation of the accountability work plan by accountability focal points and other International Medical Corps and partner staff.
•    Support programs and operations to adopt innovative approaches to ensure protection mainstreaming and better understand and engage with communities with timely relevant information and meaningful opportunities to participate in making decisions about the assistance they receive. 
•    Conduct periodic community consultations to gauge progress towards achieving AAP improvement plan objectives.
•    Coordinate routine solicitation and collection of beneficiary feedback regarding IMC’s activities and stated commitments. 
•    Carry out regular checks as part of monitoring to ensure information shared with communities is understood, relevant and useful and update, as necessary.

Community Based Feedback and Response Mechanism
•    Develop and maintain local CBFRM, a systematic process to capture, monitor, resolve and respond to feedback and complaints from crisis-affected communities. 
•    Support the MEAL country lead with the implementation of methodologies to consult communities on their preferences based on the operational context.
•    Design CBFRM channels with input from community members to ensure they are safe, non-threatening, and accessible to all (including women and men, boys and girls, and vulnerable and marginalized groups).
•    Ensure feedback is received regularly from the field offices through various channels (feedback boxes, WhatsApp, email/phone hotline, help desks, etc.) and is entered promptly into the CBFRM database
•    Oversee the processing all feedback/complaints and coordinate closely with MEAL, program, and senior management staff to ensure that beneficiary complaints and feedback are properly addressed.
•    Support in implementing and monitoring the CBFRM, accountability initiatives, and practices across the Mission.
•    Provide MEAL country lead with weekly/monthly reports on the status of the feedback system, caseload, and recommendations.
•    Conduct periodic compliance checks to CBFRM log and documents to ensure compliance with the IMC Procedures. 

Data Management Systems 
•    Contribute to development and testing of IMC central CBFRM database software to improve processes related to data organization, analysis, and reporting.
•    Facilitate CBFRM database troubleshooting and user requests.
•    Conducting routine quality checks of CBFRM database entries to ensure timely and accurate recording of community feedback and complaints, re-educating subordinates as needed 
•    Ensure central CBFRM database is maintained, and data is analyzed for trends and disseminating findings.
•    Establish and adapt basic tools to capture AAP lessons learnt and best practices by working closely with MEAL country lead. 
•    Design relevant database for tracking and documenting AAP activities (e.g., trainings community sensitization and consultations).
•    Establish project level AAP reporting and data flow map.

Evaluation design
•    Support AAP components for internal and external evaluations and community consultations to analyze project performance related to AAP 
•    Contribute to the preparation of AAP components such as questions and tools in project evaluation and facilitating the field level work. 
•    Use quantitative, qualitative, and mixed methods of data collection in evaluating AAP aspects of projects.

Techniques for presenting information
•    Clearly communicate findings of accountability activities and reviews against targets set by the project using basic data visualization tools such as tables and graphs to represent data and information.
•    Compile, analyze and share AAP findings and indicators on a regular basis during program review and planning events or whenever needed to inform project planning and decision-making.
•    Share findings from CBFRM and other participative forms of community engagement and feedback collection to incorporate into after-action reviews and lessons learned exercises.
•    Facilitate development of high-quality case studies and lessons learned reports related to accountability activities.
•    Develop information sharing/communications plans and tools for disseminating messages to crisis-affected communities in simple, easily understood terms, and accessible and preferred languages and formats.
•    Use PowerPoint or similar presentation software to share results of data analysis and monitoring.
•    Present AAP data in simplified yet informative formats, depicting disaggregated community perceptions on quality of humanitarian actions and accountability commitments.

Management and leadership
•    Supervise the Officer AAP and/or Assistant AAP and provide on-the-job coaching, constructive feedback, and mentorship to build their capacity; set performance goals and professional development plans with staff and conduct performance appraisals.
•    Provide on-the-job coaching, constructive feedback, and mentorship to build staff capacity; set performance goals and professional development plans with staff, and conduct performance appraisals.
•    Coordinate with manager/program staff for data collection/MEAL activities.
•    Provide technical guidance and coordination for officers and assistants APP and pertaining to AAP/CHS implementation.

Capacity development and training
•    Build capacity of respective field staff – Deliver basic and intermediate level training to staff (handling of feedback and complaints, information sharing, participatory methods, use of tools and core concepts as they pertain to Accountability to Affected Populations and the CHS). Plan, manage and deliver required CBFRM training to IMC staff and volunteers. 
•    Review and revise AAP training strategy to ensure building capacity of relevant country staff and integration of AAP best practices.
•    Assess the knowledge change of participants of trainings.
•    Organize/ facilitate training to improve skills of staff pertaining to AAP and the implementation of the CHS.

Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.

Code of Conduct
As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of International Medical Corps’ and donor compliance and ethics standards and adheres to those standards.      

If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and International Medical Corps’ policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.

Safeguarding
It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. This includes safeguarding from the following conduct by our staff or partners: sexual exploitation and abuse; exploitation, neglect, or abuse of children, adults at risk, or LGBTI individuals; and any form of trafficking in persons. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment.  If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report.

Equal Opportunities
International Medical Corps is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability, or status as a veteran.  

JOB REQUIREMENTS *

MINIMUM QUALIFICATIONS:
•    Typically, a bachelor’s degree in social sciences, public health, statistics, or international development, with experience or background in MEAL, Accountability to affected population. Equivalent combination of relevant education and experience may be substituted as appropriate.
•    Typically, 4+ years of applied experience with a humanitarian organization and or working with refugees/IDPs in humanitarian settings.
•    Understand key concepts and commitments regarding accountability to affected populations (AAP) e.g., IASC CAAP, Core Humanitarian Standard (CHS) or similar humanitarian quality management initiative. 
•    Knowledge of quality management and accountability initiatives, codes of conduct, principles and standards commonly used in the aid sector, in particular: 
     o    The International Red Cross Movement and NGO Code of Conduct in Disaster Relief
     o    The Sphere Project’s Humanitarian Charter and Protection Principles
     o    The Minimum Standards for Age and Disability Inclusion in Humanitarian Action
     o    The Minimum Standards for Child Protection in Humanitarian Action 
     o    The Secretary-General’s Bulletin on Special Measures for Protection from Sexual Exploitation and Abuse the International Red Cross Movement and NGO Code of Conduct in Disaster Relief 
•    Strong training facilitation/presentation skills and/or experience with carrying out community level information education communication (IEC) campaigns.
•    Demonstrated understanding of MEAL processes (monitoring and evaluation) techniques, with experience designing tools and with qualitative and quantitative analysis.
•    Demonstrated knowledge of accountability mechanisms.
•    Should be highly computer literate, with demonstrated experience with database development or management, and advanced skills in Microsoft Applications including, Word, and Excel.
•    Capacity to think critically and analyze quantitative data.
•    Demonstrated analytical and writing skills with attention to detail.
•    Excellent inter-personal, communication and listening skills, with ability to work with people from various groups and backgrounds.
•    Self-driven and able to deliver results with minimum supervision. 
•    Demonstrated understanding of data protection and confidentiality as part of data collection and management practices, and ability to respect and maintain confidentiality.
•    High-level English proficiency (Speaking – Reading – Writing).
•    High-level proficiency in MISSION’S LANGUAGE (Speaking – Reading – Writing). 

ADDITIONAL TECHNICAL OR LANGUAGE REQUIREMENTS

Please note, for Lebanon-based roles, we are only able to accept applications from candidates who are eligible to work in Lebanon. Since the position is a national role, we are unable to progress applications that would require sponsorship.

Misconduct Disclosure Scheme

All offers of employment at International Medical Corps are subject to satisfactory references and background checks. International Medical Corps participates in the Inter-Agency Misconduct Disclosure Scheme from the Steering Committee for Humanitarian Response (SCHR). In accordance with this, we will request information from an applicant’s previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.