Accountability Officer

JOB SUMMARY

Under supervision of MEAL Manager, the Accountability Officer is responsible for implementation of activities related to accountability to affected population (AAP) and mainly in its aspects related to transparency, complaint and feedback mechanisms and participation across his area of intervention. Accountability Officer will also contribute to the definition of Accountability plan and activities for all project in her/his area, such as beneficiaries’ satisfaction survey, community consultation, CRM and ensure its implementation supported by M&E team for field activities.

DUTIES/RESPONSIBILITIES

• Ensure functioning complaints and response mechanism, through effective collection of complaints including field visits.
• Ensure constant contact with affected population.
• Contribute to the definition of accountability strategy for each project following accountability plan and guidance provided by MEAL Manager.
• Contribute to the monitoring of beneficiary’s satisfaction, by leading in the conduction of follow ups around satisfaction of beneficiaries with the responses of project managers in the field.
• Support and follow-up program team for the application of the recommendations done based on the findings of any accountability activities.
• Prepare reports on project progress and monitor the project activities on regular basis.
• Recommend further improvement of the logic frame work.
• Build up progress on accountability standards.
• Establish sustainable complaints response mechanism to ensure all beneficiaries can make confidential complaints.
• Promote and share ideas for improvement, sharing of lessons learned/ experience between focal points.
• Investigate complaints and present outcome to the upper management.
• Keep track of complaints/feedback and analyze them.
• Make sure staff are following regulations and standards of the organization and stakeholders’ expectations.
• Ensure adherence with Caritas’s policies, guidelines and standards.
• Provide training on the complaint and feedback mechanism.
• Provide regular reports on complaints, feedbacks, trends and requests for services to the upper management.
• Ensure that sensitive complaints related to Sexual Exploitation, Abuse and Sexual Harassment (SEA &SH), child protection, fraud/corruption and misconduct/malpractice are immediately forwarded to the safeguarding unit.
• Monitor and evaluate projects in coordination with MEAL officers.

JOB KNOWLEDGE

Academic

• College degree (Bachelor) or equivalent of 4 years of experience in the field of NGO Accountability.
• Training in Project Cycle management.

Other Qualifications

• Experience with a humanitarian NGO.
• Experience in Monitoring and Evaluation or project management.
• Experience in management of staff.
• Experience in Information management.
• Excellent communication and analytical skills.
• Excellent organizational skills.
• Excellent social skills.
• Ability to work in unstable circumstances.

Related Work Experience

3 to 5 years of experience in related field.

Language Skills

English and Arabic.

Computer Literacy

MS-Word / MS-Excel – Intermediate level.