Accountability Manager

Sector: Monitoring & Evaluation

Job Description

Background/IRC Summary:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crisis and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers life-saving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

Since 2007, IRC has worked with refugees and other vulnerable populations in Jordan. Working in coordination with the humanitarian community and the Government of Jordan, the IRC's assistance programs for children in Jordan include both camp-based (Zaatari, and Azraq camps) and urban-based refugee assistance (Mafraq, Ramtha, Irbid).

The Jordan Country program has a current budget of $50 million and operates in Northern Jordan and Southern Syria , providing assistance in primary health care, protection and economic and recovery interventions and working with a wide range of partners and sub-awardees. In accordance with humanitarian quality and accountability standards and the IRC global Strategic Plan 2015-2020, the country program has established a comprehensive feedback and complaint system to make its work more responsive to the clients and communities it serves. The system is managed and implemented according to the country program’s Complaint Management Policy and regional standards.

Job Overview/Summary: The purpose of this position is to improve and strengthen the country program’s Accountability systems and services in compliance with organizational, regional, and country program policies and best practices. Position responsibilities includes widening and expansion of the Accountability systems practices related to information sharing, public participation, capacity building and managing the operational Feedback and Response mechanism framework by delivering client feedback and response mechanism services; handling collection, analysis and presentation of data for decision-making; and developing individual and organizational knowledge, to help in delivering the IRC’s strategic objective “Responsiveness” and reflect positively on the IRC’s Good and Great self-assessment under the Client responsiveness standard. The position requires an ability to forge strong working relationships across programming and operations units.

Major Responsibilities:

Lead development and maintenance of operational framework

• Incorporate protection safeguards, supervise implementation and take corrective measures.
• Develop and revise job descriptions, terms of reference and other performance management documents.
• Implement the risk management plan in close coordination with country management, human resource and safety/security personnel on risk management.

Program Management, Technical Quality, and Strategy

• Leading and management of accountability systems across the country program.
• Foster participatory planning and implementation of accountability activities by training and stakeholders, by leading public information campaigns, communication channels, case management, and internal/external referrals.
• Ensure accountability mechanisms are in compliance with IRC country/regional/global strategies, guidelines and standards.
• Conduct operational and management duties of IRC’s accountability efforts in Jordan, including work planning monitoring & evaluation and learning.
• Provide support to the Regional ICT4P staff, in continuously upgrading the ticketing/information management system (JIRA), or other future technology solutions, to make all data arising from accountability mechanisms available and of use to, including data quality assurance, analysis, interpretation, presentation and reporting;
• Upgrade and improve the current Feedback and Response Mechanism by depending on a participatory approach with different stakeholders including the beneficiaries with specific consideration for women, girls, children and people with disabilities.
• Manage the best practice guidance for handling clients’ feedback with particular attention for reporting and responding to allegations of abuse & exploitation, including sensitive complaints.
• Enhance the clients’ knowledge over the IRC’s project, expected staff behaviors and the feedback channels, explain to our clients how their feedback was taken into account within the time agreed, with particular attention to be paid to how IRC/partners communicate this with women and girls.
• Manage different reactive and proactive clients’ feedback channels with particular attention is paid to the ability of women, girls, children and people with disabilities to use the available channels.
• Strengthen and systemize the clients’ Participation in improving and developing different programmatic angles by using the Feedback and response data with high attention to women, girls, children and people with disabilities.
• Generate comprehensive Client Feedback Mechanism (CFM) analytical reports that interprets a sex and age disaggregated data which triangulates with monitoring data.
• Develop and implement an Accountability training plan for all IRC full-time, casual, and volunteer staff which includes a training and capacity building plan and regular field trips to provide technical support and guidance

Program Development:

• Framing and systemizing the usage of the Accountability data with program sector teams (currently; Protection, Economic Recovery and Development, Child protection, Health, Research and Development) and the Grants Unit to ensure that accountability systems support strong proposals for new funding high-quality reporting on current programs, and programmatic advocacy.
• Foster participatory planning to design for programs Accountability frame work that incorporates the accountability pillars into all stages of the programs’ life cycle (Conceptualizing, Designing, Implementation and Exiting)
• Develop and modify as necessary IRC’s accountability communications materials (feedback and complaints mechanism, program information) to both staff and community members.
• In line with IRC’s partnerships strategy, provide all implementing partners and other relevant local organizations with basic accountability training.
• Work on Feeding in any project with the clients’ inputs specifically women and girl’s by using a variety of appropriate methods of communication.
• Strengthen the involvement of clients to interpret feedback data and plan future actions to address unresolved issues.
• Manage and facilitate a mid-year-based reflection sessions for the Client responsiveness G&G standard with programs to measure the improvement and development of projects by sharing recommendations that are built based on client’s feedback and compare it with the occurred programmatic changes.
• Manage and facilitate the implementation and reporting of reviews, evaluations, and assessments
• Responsible for ensuring data quality and completion of data audits and checks; lead data analysis using existing CFM channels and platforms.
• Be responsible for accountability workplan, system set-up, design, and maintenance, from inception to close-out including design of the data bases, dashboards, and reports; including an understanding of how to interpret and use indicators

Staff Performance Management, Learning & Development

• Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions;
• Hold high-quality meetings with each direct report on a regular and predictable basis, at least monthly;
• Provide a measurable development plan including on-the-job learning with the aim of strengthening technical capacity, exchanging knowledge within the team and providing guidance on career paths;
• As required identify staff performance issues and work with Human Resources to document and address these in accordance with the National Staff Employment Policies;
• Using accountability tools consolidate and document lessons learned and best practices and share with relevant internal stakeholders.
• Ensure that all staff is trained in IRC’s Code of Conduct and what it means for them in their particular job function and risk environment, providing refresher training as necessary.

Key Working Relationships:

Position Reports to: MEAL Coordinator

Position directly supervises: Accountability assistant/registrar

Indirect Reporting: Complaints Review Committee, Technical Focal Points

Other internal contacts: Deputy Directors Programs, MEAL Manager, IM Manager Program Coordinators, Human Resources Manager, ICT4P Representatives and ECU.

External contacts: IRC partners, other NGOs

Qualifications

Job Requirements:

Education: Bachelor degree in social studies, art, business or other related field.

Work Experience: At least 5 years of experience within the international development / humanitarian NGO sector, some of which was at manager level, with minimum of 3 years’ specific experience in Accountability of multi-sectoral programming in emergency or post conflict settings

Demonstrated Skills and Competencies:

• Experience in complains and feedback mechanism systems.
• Experience supervising staff and working with multi-disciplinary teams
• Excellent interpersonal and communication skills
• Working knowledge of monitoring and evaluation systems and tools
• Demonstrated ability to effectively analyze, interpret and present data
• Excellent writing and editing skills
• Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as ODK/Ona)
• Strong self-initiative, and ability to be flexible under pressure and lead team in fast-paced environment

Language Skills: English and Arabic

Travel: ability to travel within Jordan as requested and needed.

Note: List of responsibilities, professional and personal skills are considered indicative and not exhaustive; actual duties may differ or change depending on office and agency priorities at the time.

Standards of Professional Conduct The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Attention Returning National Candidates IRC strives to attract, motivate and retain qualified national staff in our programs. We strongly encourage national or returning national candidates to apply for this position. If you are a national of the country in which this position is based and are currently located outside of your home country and possess over two years of international work experience, the Middle East Region has introduced an attractive remuneration package. The package includes competitive compensation, return flight to post, shipping allowance, temporary housing and a relocation allowance. Certain restrictions may apply.

Working Environment: The position is based in Amman with standard office work environment.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

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