Maternity Cover for Accountability and Complaints Advisor (10 months)

DanChurchAid (DCA) is looking for a maternity cover for our Accountability and Complaints Advisor. This is a unique opportunity to work at international level with DanChurchAid (DCA) and its partners to ensure a culture of transparency and accountability.

If the 9 Core Humanitarian Standards and the four principles of Impartiality, Neutrality, Independence, and Humanity excites you, and you have an interest in taking responsibility for DCA’s accountability and complaints system, you are exactly the colleague we are looking for to be the maternity cover for DCA’s Accountability and Complaints Advisor. DCA has a longstanding track record of working with complaints handling, and we emphasize organisational learning as part of the process.

In this position you will be part of the Strategy and Quality Management Unit (SQM) at DCA’s Head Office in Copenhagen with direct reporting to the head of unit and working closely with your eight colleagues in the SQM Unit, DCA country offices, senior management, and other units across the organisation.

The Strategy and Quality Management Unit (SQM) designs and ensures the implementation of the appropriate quality management framework, which enables the organisation to deliver on its global strategy, commitments, standards, and external requirements.

The Accountability and Complaints Advisor will coordinate, plan, and assist processes related to systematic follow up to improve and strengthen DCA’s and its partners accountability, learning, programming etc. The Advisor will have the main responsibility for ensuring that DCA can deliver on various accountability commitments and standards required by DCA, donors and other stakeholders, such as:

• Lead and promote activities related to DCA’s accountability framework commitments – Core Humanitarian Standards certification, complaints system, Code of Conduct, anti-corruption policy, child safeguarding policy, and prevention of sexual harassment and abuse policy.
• Handle sensitive and operational cases in the DCA Head Office complaints system, this includes investigation, interviews, review of documents, organise meetings with Complaints Committee, write minutes, write investigation reports, report to donors, and archive documents.
• Lead the Core Humanitarian Standard (CHS) audit, maintenance, and certification processes at DCA Head Office and Country Office level.
• Lead the process to develop action-plans to follow up on CHS audits.
• Lead and coordinate SQM’s interaction with Human Resource on learnings around issues identified under the CHS audit and certification processes.
• Advise Country Offices on accountability (including relevant policies) and complaints handling.
• Coordinate and maintain the accountability and complaints focal points Community of Practice.
• Develop, support, and facilitate training on CHS, complaints, code of conduct, anti-corruption policy, child safeguarding policy, and prevention of sexual harassment and abuse policy.
• Represent DCA and play an active role in relevant external networks.
• Strengthen DCA’s policy advocacy in accountability to influence and advance the topic with relevant stakeholders.

Our Accountability and Complaints Advisor will assist many of our units and country offices and be the go-to person for many colleagues when it comes to DCA’s commitment to accountability and complaints system. The Advisor will work closely with colleagues in the team and in the Country Offices on planning and supporting follow-up actions as required for DCA to continuously deliver on our accountability commitments.

The skills we are looking for:

• High level of integrity and ability to handle complex and sensitive complaints
• A real interest and documented experience (5-8 years) in the tasks described above
• Post graduate degree in a relevant field
• Ability to motivate and work as part of a team
• Excellent communication skills in English and French are necessary – knowledge of the Danish and Arabic language an advantage
• Strong networking skills
• Strong analytical skills and the ability to prioritize between many demands
• Ability to work independently with various and multiple tasks
• A well-organised, systematic, and structured mindset and work methodology
• Ready to travel in the countries where DCA works

DCA offers:

Contract starting 1st October 2024 and ends 31st August 2025 (10 months)

Excellent colleagues in a rewarding and empowering workplace

Salary based on DCA’s collective agreement – incl. pension scheme

Work time is 37 hours per week including lunch break

An interesting and challenging opportunity to strengthen and further develop one of Denmark’s largest Humanitarian and Development NGOs

Contact and Application
Please upload your motivated application and CV no later than 11th August 2024 at 11.59 pm. Only shortlisted candidates will be contacted. Applications received by email will not be considered. We plan for having interviews on the 14th and 19th August.

The place of work will be at DanChurchAid’s headquarters, Meldahlsgade 3, Copenhagen, Denmark.

All interested candidates irrespective of age, gender, race, religion, sexual orientation, abilities, or ethnic affiliation are encouraged to apply.

Everyone applying for a job with DCA must be ready to comply with our Staff Policy on Prevention of Sexual Exploitation, Abuse and Harassment and our Child Safeguarding Policy.

DCA conducts an anti-terror check as part of the recruitment process. It is a prerequisite that you can pass this check and maintain this status throughout your employment with us.

For further information about this position contact Angie Farah, Accountability and Complaints Advisor on email: [email protected] (until 28th July) or Karen Birgitte Rasmussen, Head of the Strategy and Quality Management Unit on email: [email protected] (from 29th July to 9th August)