The growing complexity of the DRC operating environment in Myanmar makes Programme Quality based on feedback from community increasingly important. There is need to ensure that communities receiving assistance from DRC Myanmar have access to a formalized procedure and mechanism that provides a safe, accessible and effective channel to obtain information about the organization and its programmes, offer feedback and complaints, and to be provided with responseor redress.

Reporting to the Country MEAL Manager, the overall objective of the Accountability Coordinator will be establishing the Community Feedback Mechanism (CFM) across implementation areas, oversee and ensure effective management of the CFM that allows communities to voice their concerns enabling programs to be more appropriate, well-targeted, and meeting the needs and satisfaction of People of Concern (PoC), as well as spearheading wider initiatives related to accountability to affected people. The position will work with MEAL Officers and designated CFM Focal Points across all projects to manage feedback, complaints and referrals and promote awareness of and adherence to accountability commitments such as the Core Humanitarian Standard (CHS).

He/She is to liaise with other relevant internal and external stakeholders to refer feedback in a timely manner ensuring that DRC’s programmes maintain high standards of accountability to PoC in line with DRC and international humanitarian standards.

Geographic scope: Area (Myanmar)

This role has a country focus and ensures compliance to DRC procedures and guidelines within the country. The role contributes to the development of country strategies, which are translated into action plans and day-to-day tasks. The role provides support and/or technical guidance to country operations while overseeing country activities.

Responsibilities:

Accountability and Community Feedback Mechanism:

Development and management of Community Feedback Mechanism (CFM) at DRC Country Office and at state level including SOPs and its roll out.
Ensure the communication and dissemination of feedback/complaints handling procedures, policies and tools are appropriate to PoC, project staff and other stakeholders drawing on multiple communication channels as stipulated in the CFM policy framework.
Technical support to state level MEAL and CFM focal points in receiving complaints and feedback referred from field staff and ensuring proper documentation.
Provide technical support to state-level MEAL in referring cases to relevant focal points (according to CFM flow chart) to be addressed accordingly.
Technical assistance to state-level MEAL in handling immediate response cases, by referring to the case based on the developed SOPs and referral pathways.
Collaborate and coordinate with Risk and Compliance Coordinator to ensure the integration of Code of Conduct Reporting Mechanism (CoCRM) into CFM awareness and activities.
Refer to the Code of Conduct Reporting Mechanism (CoCRM) and inform the CoC focal person for follow up.
Following up with relevant focal points to ensure cases are addressed according to the set timelines.
Support and coordinate with DRC programme and MEAL team to ensure community participation, effective communicating with communities in program design, development and improvement.
Participate in proposal development to ensure accountability activities are included in all programmes as a crosscutting sector.

Capacity Building

Technical support to the MEAL Officers and CFM focal at national and state levels
Technical support in developing the rollout of CFM in communities, including awareness materials.
Where suitable, provide technical support to implementing partners on development and implementation of CFM including reviewing of all existing CFM used by partners and supporting partners in adapting, improving, or establishing a CFM.
Train DRC’s and implementing partners’ CFM focal persons on the established CFM system including the entry points, registration of complaints/feedback as well as community engagement.
Coordinating provision of general training on the importance and purpose of CFM to all staff and incentive workers of DRC as well as staff of implementing partner organizations
Supporting in recruitment and capacity building of CFM staff

Monitoring and reporting

Ensuring feedback/complaints are correctly and timely logged into the CFM Information Management System (CFM IMS) and beneficiaries are communicated to in a dignified manner regarding their complaints/feedback.
Ensuring verification of feedback/complaints registered and ensuring the timely resolution of the complaints and completion of CFM IMS.
Develop accountability surveys and spot-checks and support MEAL team in conducting them in the field to ensure CFM information shared with communities is understood, relevant and useful, and POC feedback/complaints are being addressed.
Supporting MEAL focal points in integration CFM assessments in MEAL activities that include levels of satisfaction of the community with the effectiveness of the CFM.
With support from the state level MEAL team, providing CFM Report on a monthly basis to MEAL Manager for dissemination to SMT and relevant stakeholders.
Support MEAL team to ensure reporting back to communities (through CFM focal person at state level) with outcome of their feedback or grievance and actions taken.
Provide inputs and assist MEAL Manager in donor reporting related to CFM and accountability.

Knowledge management and learning

Ensuring CFM lessons learned are captured and assist the MEAL Manager to consolidate and document lessons learned and best practices and share with relevant stakeholders pertaining to accountability, participation and social inclusion.
Developing necessary guidelines or manuals that ensure proper capacity building in CFM including its effectiveness and reach.

Internal/External Relations:

Ensuring proper engagement with beneficiaries to ensure they are listened to and engaged with in the programme.
Participate in programme meetings on a regular basis and brief project teams on CFM progress and work plan. ·
As required, participate in Accountability and Learning working groups to ensure collaboration and coordinate humanitarian accountability approaches.

Experience and technical competencies: (include years of experience)

At least 3 years of experience with developing CFM/accountability frameworks.
At least 1-2 years of experience working with remotely managed programming in Myanmar context (desirable)
Background in social sciences, international development or other relevant fields.
Experience of, and commitment to, working through systems of community participation and accountability
A strong understanding of the Myanmar context (desirable)
Ability to analyse information, evaluate options and to think and plan strategically Fluency in written and spoken English.
Good understanding of the DRC mandate and protection focus and an ability to ensure this continues to underpin our support.
Advanced English proficiency
Fluency in local language

Education/qualifications: (includes certificates, licenses etc.)

Bachelor’s degree in social sciences, humanitarian and/or development studies, or other fields related to this position.
Masters, Diplomas or Certification in statistics, M&E, or fields related to the position an added value.

All DRC roles require the post-holder to master DRC’s core competencies:

Striving for excellence: You focus on reaching results while ensuring an efficient process.
Collaborating: You involve relevant parties and encourage feedback.
Taking the lead: You take ownership and initiative while aiming for innovation.
Communicating: You listen and speak effectively and honestly.
Demonstrating integrity: You act in line with our vision and values.

Conditions

Contract: DRC will offer the successful applicant a DRC’s Regular contract included 3 month probation with the possibility of extension. This position opens for National. Salary and conditions will be in accordance with DRC’s Terms of Employment. The position is placed in Employment Band G-non management. This position is open for Myanmar National only.

Further information

For further information about the Danish Refugee Council, please consult our website www.drc.dk

Application and CV

Interest? Click to apply position. Please send your application, in English, no later than 09th November 2023.

CV only applications will not be considered. We only accept applications sent online.

(Applications will be reviewed on a rolling basis, and shortlisted candidates may be contacted for interview/an offer made before the advertised closing date)

Apply now

Added 6 months ago - Updated 6 months ago - Source: drc.ngo