Accountability Officer – KRI (Erbil) – (KRI/012)

MISSION

Under the responsibility of the MEAL Coordinator, the Accountability Officer is responsible for the implementation of activities related to the accountability to affected population (AAP). As such, he/she will ensure coherent and timely response to feedbacks and complaints from project stakeholders, ensure that different communication means are adapted and accessible to all stakeholders and respect of INTERSOS SOP.

S/He provides regular reports on the progress of activities to her/his line manager

GENERAL FUNCTIONS

Ethic and professional practice:

·         Display high commitment to confidentiality and data protection

·         Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on INTERSOS programs and CRM

List of tasks and responsibilities:

Implementation of accountability activities

·         Contribute to the Complaints Responses Mechanism (CRM) Standard Operating Procedures (SOP) design when requested by the MEAL Coordinator

·         Follow proper implementation of CRM SOP and suggest improvement to MEAL Coordinator

·         Ensure that at each stage of projects, Accountability to Affected Population principles (public information sharing, participation, complaint management and respect of the ethics code) are respected by field teams

·         Ensure that different communication means are accessible to all stakeholders and relevant to context and local culture

·         Suggest other communications means and ways of improvement to MEAL Coordinator

·         With the support of the MEAL Coordinator, develop accountability visibility materials

·         Support the Accountability Assistants in the resolution of non-sensitive complaints

·         Responsible for informing INTERSOS senior management immediately in case of sensitive complaints received as per INTERSOS SOP

·         Review the feedbacks and complaints databases on a weekly basis and raise any concerning points to the MEAL Coordinator

·         Ensure that complaints are addressed and that an appropriate and timely response is given to the complainant as per INTERSOS SOP

·         Participate in the improvement of feedbacks and complaints databases and dashboards

·         Responsible for handling INTERSOS facebook page

·         Responsible to record and follow-up on IIC referred complaints

·         Responsible to check on a weekly basis the complaints received on the complaints email address

·         Report back any problems and constraints encountered during the course of the activities and suggest operational solutions to his/her manager

Accountability surveys and investigations

·         Participate in sensitive complaints investigations as per requested by the MEAL Coordinator, in coordination with the Head of Mission

·         Oversee accountability survey with MEAL Officer and Accountability Assistant

Training and awareness on CRM

·         Contribute to develop training materials for CRM training

·         Deliver CRM training to program staff

Field visit

·         Conduct regular field visit to support Accountability Assistants and oversee implementation of accountability in the field

Learning

·         Participate in improving project implementation by sharing feedbacks to his/her manager

·         Participate in the continuous development and improvement of CRM SOP and accountability tools

·         Participate in learning workshops

Reporting

• Ensure regular analysis (monthly or quarterly) of complaints and ad-hoc analysis as per requested by the MEAL Coordinator
• Provide written report to MEAL Coordinator following field visit

Human Resources Management

·         Supervise technically the Accountability Assistants with the support of the MEAL Coordinator

·         Ensure regular meeting with the Accountability Assistants