Accountability Officer

POSITION

List of main tasks:

Implementation of accountability activities

• Ensure that at each stage of projects, AAP principles (public information sharing, participation, complaint management and respect of the ethics code) are respected by field teams
• Conduct, with M&E and program teams, data collection related to satisfaction
• Sensitize local authorities and community leaders, as well as households, for the reporting of protection cases;
• Train daily workers in the complaints management mechanism and in the principles of accountability before each field visit.

Management of complaint response mechanism (CRM):

• Operate the feedback and complaints hotline, enter data into information management system (SOLIS).
• Ensure that all information related to complaints is properly recorded and that the information management system database is clean
• Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point
• Ensure follow-up of all cases referred to the management team until the closure of the case
• Ensure proper archiving for future reference and submit timely complaints reports
• Participate in training field teams on CRM information plan
• Participate in the set-up of referral channels for protection cases, while respecting the principles of confidentiality and dignity

Ethic and professional practice:

• Display high commitment to confidentiality
• Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and CRM

Reporting:

• Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns
• Report any information or difficulty connected to his/her activity
• Support the MEAL Supervisor in the creation of Complaints and Referrals Dashboards.

The Accountability officer may be asked to drive SI cars and respecting the driving policies set by the logistic department.

ORG CHART POSITION (reporting and functional relationships)

Line manager: Base MEAL Supervisor

Line report(s):

Functional manager:

Functional report(s):