Feedback, Accountability Mechanism, and Risk Manager

About CARE

CARE works around the globe to save lives, defeat poverty and achieve social justice. We seek a world of hope, inclusion and social justice, where poverty has been overcome, and all people live with dignity and security, with a specific focus on the empowerment of women and girls. CARE’s Vision 2030 strategy includes six broad impact areas, with specific impact targets and metrics aligned with the Sustainable Development Goals. CARE anticipates its impact will increasingly be achieved at the systems level as part of its quest for sustainable impact at scale, achieved through local leadership in partnership with governments, the private sector and civil society actors.

Job Summary

The Feedback, Accountability Mechanism, and Risk Manager will lead efforts to enhance and strengthen CARE Somalia/Somaliland’s Accountability systems and services, ensuring compliance with organizational, regional, and country program policies and strategies.

This senior-level position involves the development and expansion of Accountability systems practices, focusing on information sharing, stakeholder participation, capacity building, and the operational Feedback and Response mechanism framework. Additionally, the Manager will lead the identification, monitoring, implementation, and evaluation of programming risks, both at the program and project levels.

The Manager will play a critical role in delivering client feedback and response mechanism services, managing data for decision-making, and contributing to CARE Somalia/Somaliland’s strategic objectives. This role requires forging strong working relationships across programming and operations units, exemplifying a comprehensive approach to accountability and risk management that aligns with CARE Somalia/Somaliland’s commitment to operational excellence and impactful programming.

Job Responsibilities:

Lead maintenance of operational framework: (25%)

• This responsibility ensures that CARE Somalia/Somaliland’s Feedback, Accountability Mechanism, and Risk Manager have a clear framework to operate within, facilitating consistent and effective implementation of accountability and risk management practices. This contributes to a well-defined structure for implementing accountability and risk management tools, reducing ambiguity and fostering organisational efficiency. Tasks include:
• Develop and revise job descriptions, terms of reference, and other performance management documents related to the effective implementation and maintenance of CARE SOM FAM and Risk Management tools and frameworks.
• Implement the risk management plan in coordination with country management, human resources, and safety/security personnel.

Program Management, Technical Quality, and Strategy (40%)

• This position is central to effective program management, ensuring alignment with organizational strategies and incorporating stakeholder feedback for continuous improvement.
• The position ensures enhanced program effectiveness, stakeholder engagement, and transparency, contributing to the achievement of CARE Somalia/Somaliland’s strategic objectives. Tasks include:
• Lead and manage accountability systems across the country program.
• Foster participatory planning and implementation of accountability activities.
• Ensure that accountability and risk management systems comply with CARE Somalia/Somaliland’s strategies, guidelines, and standards.
• Conduct operational and management duties related to CARE Somalia/Somaliland’s accountability efforts.
• Provide support to CARE SOM in upgrading the FAM ticketing/information management system and other technology solutions.
• Lead on upgrading and improving the Feedback and Response Mechanism with a participatory approach.
• Manage best practice guidance for handling clients’ feedback, especially sensitive complaints.
• Enhance clients’ knowledge of CARE Somalia/Somaliland’s projects, staff behaviours, and feedback channels.
• Manage different reactive and proactive clients’ feedback channels.
• Strengthen clients’ participation in program improvement using feedback and response data.
• Generate comprehensive Client Feedback Mechanism (CFM) analytical reports.

Support Program Development (20%)

• Under this responsibility, the position holder focuses on proactive program development, ensuring that accountability principles are integrated into the planning and execution of projects. This facilitates comprehensive project design, stakeholder engagement, and effective communication, aligning with CARE Somalia/Somaliland’s commitment to impactful programming. Minimum tasks under this responsibility include:
• Frame and systemise the usage of Accountability data with program sector teams.
• Foster participatory planning for designing projects Feedback and Accountability frameworks.
• Lead the development and modification of CARE Somalia/Somaliland’s accountability communications materials.
• Provide accountability training to implementing partners and relevant local organisations.
• Strengthen the involvement of clients in interpreting feedback data and planning future actions.
• Facilitate mid-year reflection sessions for the Client Responsiveness Good and Great standard.
• Manage the implementation and reporting of reviews, evaluations, and assessments.
• Provide leadership on ensuring data quality, completion of data audits, and lead data analysis.

Staff Performance Management, Learning & Development (10%)

• As a role that involves managing staff, it supports fostering a positive workplace culture, enhances team performance, and ensures adherence to CARE Somalia/Somaliland’s Code of Conduct through effective staff management, learning, and development. These are foundational to maintaining a positive working environment and achieving team cohesion. Specific tasks include:
• Maintain open and professional relations with team members.
• Conduct regular, high-quality meetings with direct reports.
• Provide measurable development plans for staff.
• Address staff performance issues in collaboration with Human Resources.
• Consolidate and document lessons learned and best practices.
• Ensure staff is trained in CARE Somalia/Somaliland’s Code of Conduct.

Other Responsibilities As Assigned: (5%)

QUALIFICATIONS

Education

Required

• Bachelor’s in an area of social development field with at least 3 years’ experience implementing accountability programs for women and children in both emergency and development contexts.

Desired

• Advanced degree in a relevant field, with at least a proven experience in managing accountability systems.

Experience and Technical Skills

• Proven experience in implementing Accountability systems and managing feedback mechanisms.
• Strong understanding of CARE Somalia/Somaliland’s regional/global strategies and guidelines.
• Excellent communication and interpersonal skills.
• Experience with information management systems and technology solutions.
• Training experience and ability to lead capacity-building initiatives.
• Knowledge of data analysis and reporting techniques.

Desired

• Additional experience in a relevant field.
• Specific certifications or advanced training related to Accountability, Risk Management, or relevant areas