Accountability Officer Yemen- For Nationals Only

Contract

This is a Professional contract, Grade 5 (NRC) contract. More about Professional contract, Grade 5 (NRC) contracts.

Generic responsibilities

These responsibilities shall be the same for all positions with the same title. The responsibilities shall be short and essential. Details belong in the Work and Development plan.

1. Ensure adherence with NRC policies, tools, handbooks and guidelines
2. Implement delegated CC project portfolio according to plan of action
3. Prepare and develop status reports as required by management
4. Ensure proper filing of documents
5. Ensure that projects target beneficiaries most in need, and explore and asses new and better ways to assist
6. Promote and share ideas for technical improvement

Specific responsibilities

• Ensure the development of specific Standard Operating Procedures (SOPs) to run the complaint and feedback mechanism. This include but not limited to, development of tools, guidelines, identification of roles and responsibilities, resource allocation and outlining referral channels for sensitive complaints to the relevant staff
• Communicate and disseminate CFM SOPs, tools, handling and responding to complaints and feedback with the country and conduct training to build the capacity of CFM focal points as well as MEAL, program and relevant staff involved in CFM implementation
• Work closely with Shelter/NFI, Education, LFS, WASH, CCCM and Protection teams to support with collecting, collating, presenting and otherwise managing information for accountability related reports
• Ensure effective and accessible complaints and feedback mechanisms in place in the communities we work with by assessing the preferred mechanisms and establishing communication channels to receive and respond to complaints and feedback.
• Enhance community engagement through community participation and information sharing as well as establishing an effective systems that can feed back into projects design, implementation, monitoring and evaluation
• Develop and maintain a secure and confidential complaint and feedback database and records. Ensure all complaints and feedback are captured properly with the relevant information.
• Validate and triangulate complaints and feedback received for accurate and effective resolution.
• Ensure effective and satisfactory resolution of complaints and handling of complaint within specified timeframe according the NRC CFM standard and policy. Careful handling of complaints that considers the safety of the complainant for sensitive complaints (sexual exploitation and abuse, child abuse, corruption and breach of NRC code of conduct)
• Maintain CFM dashboard and provide regular progress reports on complaints to the MEAL Manager, Head of Programs, Area manager and relevant staff according to NRC reporting standards
• Develop strategy for CFM promotion internally and externally by developing different IEC materials. Develop information sharing mechanism to improve transparency and participation.
• Conducting regular field visits to NRC project locations to monitor the implementation and visibility of CFM
• Training and supervise community mobilizers to conduct mass awareness sessions on NRC available complaint and feedback mechanisms
• Perform any other duties as instructed by the line manager