Accountability Officer

Basic Information

Position: Accountability Officer

Job site: Amman (cover Madaba), Irbid, Karak – (cover Maán, and Tafileh).

Reports to: INTERSOS Program Manager, and Head of Mission.

Status: Part-time.

Duration: 7 months (start from 1 October 2022 to 30 April 2023).

Coordinates with: INTERSOS protection coordinator, and field managers.

About INTERSOS:

As a humanitarian organization, INTERSOS is required to engage with affected communities and to ensure all feedback and complaints received are addressed, followed up and used to improve the quality of services provided. To improve the accountability system, INTERSOS is seeking to establish centralized and transparent complaints, response and feedback mechanisms.

Objective of the position:

1. The accountability officer is responsible for supporting the development/review of the internal complaints and feedback mechanisms, supporting the development of internal capacities to adequately address complaints, and contributing to the development of investigation plans. The accountability officer ensures that clear guidelines for raising and handling complaints are established and that complaints are recorded and addressed by relevant units of INTERSOS within a realistic timeframe.
2. The accountability officer will ensure quality in the responses through the capacity building and support of staff involved in responding to complaints. Moreover, the officer will utilize the information gathered through the feedback and complaints mechanisms to produce periodic reports and analyses that can improve programming quality and increase the overall organization's accountability.

List of Tasks and responsibilities:

General Tasks:

1. Ensure the awareness of INTERSOS policies and procedures within the staff deployed at the Jordan Mission level through training, workshops, and induction
2. Respect and follow the CFM procedures as defined in INTERSOS Standard operative procedure (SOP)
3. Responsible for handling the hotline and respect the procedures defined in INTERSOS SOP
4. Collect the complaint from the complaint’s boxes on a monthly basis
5. Responsible for recording all complaints and feedback received in the dedicated database
6. Responsible for informing INTERSOS senior management immediately in case of sensitive complaints received as per INTERSOS SOP
7. Review the feedbacks and complaints databases on a weekly basis and raise any concerning points to the head of mission/protection coordinator
8. Responsible for handling INTERSOS Facebook page.
9. Any other tasks as requested by the line manager.

Accountability survey and field visit

1. Ensure satisfaction survey on a regular basis as per the MEAL plan and requests from the direct manager
2. Support on any accountability survey as requested by the manager
3. Ensure regular field visit to monitor accountability materials in the field (complaints boxes, posters etc.)

MEAL tasks

1. Contribute to documentation and sharing of M&E reports that facilitate evidence-based decision-making, internally as well as with partners and donors.
2. Provide support to program teams that the developed monitoring tools of various projects are translated into KOBO ready for use by the field staff.
3. Support the M&E team in M&E exercises when needed.

Training and awareness on CFM

1. Participate to the training of program staff on CRM with the support of the program manager / protection coordinator
2. Inform project managers about the Community Feedback Mechanisms through regular field visits and distribute hotline cards when needed
3. Ensure regular awareness of CFM to INTERSOS program staff and the beneficiaries

Learning

1. Participate in improving project implementation by sharing feedbacks received to the manager
2. Participate in improving accountability tools and mechanism by sharing the recommendations to the manager
3. Participate into learning workshops

Reporting

1. Provide written report to the program managers/ protection coordinator following field visit
2. Ensure regular analysis (monthly or quarterly) of complaints and ad-hoc analysis as per requested by the MEAL Coordinator

Requirements:

• University Degree in a related field;
• Minimum 1 year of relevant work experience in MEAL and Accountability
• Previous working experience with NGOs;
• Knowledge of Accountability to Affected Population required
• Knowledge of monitoring and evaluation in the humanitarian context;
• Knowledge in KOBO

Competencies: (Knowledge, Skills & Abilities)

• Excellent computer literacy (Word, Excel, Power Point) particularly in Excel
• Strong background in data collection, data analysis and presentation
• Knowledge of quantitative and qualitative research methods
• Strong motivation and adherence to the humanitarian principles and the mission of INTERSOS
• Availability to travel on national territory
• Flexibility in working hours, week end / holidays when required by the situation/ context
• Strong attitude for teamwork and collaboration within a complex organization
• Good leadership skills
• Confidentiality, respect and non-discriminatory attitude
• Ability to work well under pressure

Languages:

• Fluent in Arabic (written and spoken)

Good in English (written and spoken)

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