Design and implement accountability checklists to ensure compliance of field-level accountability procedures.˙˙
Provide narrative updates on accountability activities in contribute to donors and other internal reports;
Develop a monthly complaints and feedback report, gathering feedback from MEL activities and accountability focal points;
Ensure that feedback and complaints tools and mechanisms are in place and accessible to all JRF stakeholders (including beneficiaries and partners);
Ensure confidentiality and partiality in processing complaints.
Handling and monitoring feedback and complaints:
Oversee/monitor JRF related accountability activities. This involves conducting regular field spot checks to monitor accountability-related issues and responses in the field locations.
In coordination with MEL and program teams, travel to field locations to ensure the data collection process is coherent and follows proper methodology;
Work closely with the MEL unit to identify the complaints received through the monitoring activities and field observation and make the required classification for further processing;
Answer/listen (via phone hotline, in-person, or through other methods), respond (by capturing/ receiving/ classifying) ˙to beneficiary complaints and feedback submitted, make a record and report back to ID for further processing;
Ensure that complaints are reported in timely manner to the Institutional Development (ID) Department for processing;
Work closely with the program team to address complaints related to the implementation and quality of service delivery;
Ensure that all staff, partners and communities are aware of the proper channels and circumstances to report complaints and feedback; by conducting regular feedback and information sessions;
Monitor and report on the implementation team?s compliance with JRF safeguarding policies.
˙Information Sharing and Community Participation
Under the supervision of the Program Quality and Research Senior Manager and in collaboration with the program staff, ensure that the beneficiaries and other stakeholders have access to timely, relevant and clear information about JRF projects and its activities;
Under the supervision of the Program Quality and Research Senior Manager and in collaboration with the program staff, design and develop FCM and accountability information materials including leaflets, cards, signs, videos and others;
Ensure that consent is properly obtained from all beneficiaries;
Ensuring staff competency˙
Conduct regular Feedback and Complaints mechanism training and Core Humanitarian Standards (CHS) training for JRF staff;
Proactively identify accountability-related training needs of JRF staff and partners and contribute to the development on new training materials as needed;
Support in raising awareness and building capacity of staff and partner CBOs on JRF?s Safeguarding policy;
External and Internal Coordination
Represent the JRF as the primary accountability focal point for the Foundation (along with the ID);˙
Participate in UNHCR Hotline Focal Point Working Group or other accountability working groups if needed.
