Accountability Officer

Job Description

Accountability Officer (3 months limited duration contract)Job PurposeThe Accountability Officer ? MSNA will be the primary support person for implementing Acted?s Complaint and Response Mechanisms (CRM) process, as the first point of contact for receiving, reviewing, addressing, and responding to feedback and complaints from the affected population. S/he will coordinate closely with the program and senior management staff overseeing the MSNA exercise to ensure that relevant complaints and feedback are properly addressed.Accountability Officer is the first point of contact for affected population who need to raise complaints. As such, the Accountability Officer will need to be neutral.ObjectivesCollect feedback (compliments and complaints) continuously and efficiently from the field and report on it in a timely manner, enhance the trust and confidence of complainants, and identify areas of work which need to be improved to ensure that the MSNA team learns from the feedback provided through this process. Duties and ResponsibilitiesBeneficiary Complaints and Response Mechanism (CRM)1.ÿPromotion of the CRMúContribute to the design and deployment of the MSNA-designated CRM channels and contact number dissemination among the affected population.úContribute to the design and rollout of the inductions and training materials for the MSNA staff on the MSNA-designated CRM channels.úMonitor the Complaints and Response Mechanism (CRM) for the 2023 Multi-Sectoral Needs Assessment (MSNA) in line with Acted standard beneficiary CRM procedures and agreed on SOP.úEnsure CRM materials are distributed widely (including for people with low levels of literacy).úMaintain records of CRM awareness-raising and promotion activities (including approximate numbers of participants/cards distributed in the field).2. Complaints handling úEnsure the effective functioning of the CRM and thatÿcomplaints/feedback are adequately captured and reported.úReceive complaints and ensure register them all in the Complaint follow-up (COMPFU) database.úRespond to complaints objectively, accurately, and in line with Acted guidelines, using the information provided by REACH Operations Manager, Field Managers, [ED1]ÿ[MS2]ÿAssessment Officers, field based data collection enumerators, project documents, FLAT documents and procedures, etc.úTreat urgent and/or sensitive complaints with the immediate attention they require and ensure a fast resolution.úWrite down the observations and answers in an ordinate and clear way, recording responses accurately.úForward all sensitive complaints and suggestions received to Senior Accountability Officer and line manager.3.ReportingúReport frequently to the Senior Accountability Officer and line manager about the progress or major problems and challenges which could happen with the mechanism.úRegularly, report the recorded complaints to the for their oversight and support in providing accurate and efficient responses and feedback.úRecord and report on any accountability-related lessons learned and/or recommendations to the REACH Regional Operations Manager and other MSNA technical focal points, and contribute to their diffusion within coordination / MEAL/ project staff. Key Performance Indicators:ú% of sensitive feedback reported on time to the line managerúNumber of feedback or complaints registered and referred according to SOPú% of feedback or complaints closed within 15 daysúThe number of practical lessons learned suggestedú1 consistent, password-protected, up-to-date and comprehensive COMPFU platform maintained*Acteds proposed Monthly salary: 1059 JODs

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