Accountability Officer

ROLE PURPOSE:
Within MEAL department, the Accountability Officer will be responsible , in collaboration with the programme department, to develop adequate structure, methods and tools for managing the complaints and feedbacks in the field as well as maintaining the integrity of information received. Her/his role will also involve management of complaint and feedback mechanism (CFM) database by ensuring proper documentation and segregation of complaint and feedback mechanism data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues and feedback to the program team during monthly and quarterly meetings/reports.
SCOPE OF ROLE:
Reports to: MEALCoordinator
KEY AREAS OF ACCOUNTABILITY:
Objective 1: CFM Development,
• Set up a Beneficiary Complaint and Response Mechanism for humanitarian projects through effective collection of complaints including field visits.
• Contribute to the definition of an accountability strategy for each project following accountability plan and guidance reviewed and approved by the MEAL coordinator
• Develop appropriate tools for capturing the complaints and feedback
• Train the relevant staff/beneficiaries on data management process of CFM system
• Ensure a proper filing system for all the complaints and feedback received through the helplines, the field (in coordination with Field MEAL officers)
• Contribute to the monitoring of the beneficiary’s satisfaction, by leading in the conduction of follow ups around satisfaction of beneficiaries with the responses of project managers in the field
• Aggregate CFM data from the field to a summary CFM database • Provide detailed summaries of complaints issues for operational meetings and forums. • Recommend further improvement of the logic frame work. • Receive, investigate and respond to beneficiary complaints under the direction and supervision of MEAL coordinator and Field coordinators (Beeka and Tripoli)
• Follow up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues • Negotiate suitable resolutions to complaints with the beneficiaries under the direction of the MEAL coordinator.
• Ensure constant contact with affected population
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
Objective 2: Coordination and Reports
Support on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks
• Work with field teams to collect information on potential case studies and success stories
• .Provide regular update to field and beneficiaries, through appropriate path, regarding statement of the projects and different ongoing files
• Participate to MEAL team meetings
• Participate to relevant field team meetings or ad hoc regarding needs
- Other duties as directed.
SKILLS AND BEHAVIOURS (our Values in Practice)
Accountability:
• accuracy and timeliness in all areas of responsibility
• high level of accuracy in work, and ability to analyze complex sets of relationships and situations
• holds self and others accountable
Collaboration:
• working effectively with stakeholders(community leaders, other partners) to achieve common goals
• excellent communication and interpersonal skills
• builds and maintains effective relationships, with their team, colleagues, members and external partners
• approachable, good listener, easy to talk to
Integrity:
• Honest, encourages openness and transparency, demonstrates highest levels of integrity.
• Adherence with MdM’s policies
SKILLS & EXPERIENCE
Administrative & General Skills
Education and Experience:
Bachelor’s degree /HND in a relevant discipline (health sciences, social sciences, development studies or other)
• Minimum 3 years of experience in the field in a related position..
• Formal training in Accountability, Monitoring and Evaluation, Data Management, Data Quality Assurance (DQA) is an asset
Knowledge and Skills:
• Skills and experience conducting data verification, analysis, reporting and monitoring
• Excellent interviewing skills
• Experience managing a CFM process
• Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events
• Excellent skills in oral and written communications
• Good interpersonal skills, ability to work in a multi-cultural team environment
• Strong quantitative and qualitative analysis skills are an advantage
• Strong organizational, planning and prioritization skills
• Competent and experienced in general office administration, coordination and logistics
• Excellent IT skills
• Fluency in Arabic and English
• French is an asset
• Good writing, editing and presentation skills
- Previous experience in facilitating training, workshops and events
Female and person with disabilites candidates are encouraged to apply