The overall purpose of the role:
The Accountability Officer will be responsible for ensuring that areas of accountability are understood and implemented in each of the area offices. This includes informing beneficiaries of the available complaint mechanisms, managing complaints at a national level and feedback mechanism and ensuring it is understood and disseminated through all DRC projects in the area. S/he will be responsible to fulfill accountability requirements under the Core Humanitarian Standard
This role is MEAL (70% Accountability, 30% MEAL).
- Oversee and contribute to the operation of DRC hotline.
- Promote awareness of employees, beneficiaries and stakeholders about our complaint and feedback mechanisms through meetings, sessions, and presentations.
- Ensure all complaint channels (hotlines, SMS, complaint boxes, service desks) are available, operative, and responsive at DRC Offices, centers, and locations. This includes the facilitation of FGDs to learn about beneficiary experiences, and preferred methods for accountability.
- Propose to the Area Management and PMs changes to help improving the Awareness and Response time of Accountability Mechanisms.
Complaint and feedback Process:
- Support in preparing accountability tools in collaboration with Program teams and MEAL Managers like information-sharing with communities, Corruption risk assessment tool, CFRM materials, project information and community feedback materials etc.
- Together with the MEAL Team leaders, Specialist and Manager, update and improve the standards and processes for handling complaints and feedback.
- Establishing, and improving existing referral pathways where needed, and ensuring constant development and progress (i.e., Waiting list).
- Identify main bottle necks for the reduction of response and feedback time for complaints.
- Maintain the accountability dashboard (Power BI, excel) to track indicators (Registrations, Days for response, Satisfaction, Awareness).
- Identify and communicate trends in the indicators and flag them to the respective Project Manager, Area management and MEAL team.
- Trace accountability workplan per active project and track, revise, update the implementation on daily basis.
- Ensure all received feedback, complaints, and requests for information through the hotline and other FCRM channels are registered in the DRC online platform, producing monthly dashboard reports by theme and location.
- Refer the complaints, feedbacks, and requests for support to the relevant manager, and track the completion and closure of each complaint, ensuring protection and confidentiality of complainants.
- Lead, plan and implement DRC bulk SMS accountability awareness raining as needed.
- Ensure responses are relevant to the original complaint received.
- Update UNOPS about the services available by DRC.
Monitoring, Evaluation and Learning
- Support the work of the wider MEAL team where necessary in Ninawa governorate, as determined by the MEAL Team leader/Manager, tasks may include:
- Planning and conducting field-level data collection and analysis using different techniques including site monitoring, household surveys, market assessments, focus group discussions and key informant interviews.
- Conduct training and supervision of enumerator teams, including checking questionnaires for reliability and consistency.
- Support the analysis of qualitative and quantitative data, writing and compiling reports to inform program development and implementation.
- Manage MEAL enumerators for data collection and hotline operation
- Attend all regular Grant Review Meetings (GRMs) and close out meetings to present MEAL findings and reports.
- Coolaboarte with the MEAL Specialist for contributing to donor reporting as needed
- Conduct duties in accordance with DRC Iraq programme Standard Operating Procedures (SOPs);
- Conduct duties in accordance with DRC Code of Conduct.
- Ensure compliance with DRC AGD policy and AGD programmatic minimum standards.
- Ensure compliance with the zero-tolerance to Sexual Exploitation and Abuse policy
- Any other duties as may be assigned by the Line Manager
Experience and technical competencies:
- Minimum of 2-year experience in humanitarian and development context, with a specific focus on developing and implementing Accountability mechanisms i.e. Complaints & Response Mechanism, information sharing, community participation and Monitoring and Evaluation.
- Detailed understanding on the implementation of accountability standards i.e. Core Humanitarian Standard (CHS) and Accountability to Affected Population (AAP)
- Experience in conducting capacity building events on accountability standards i.e. CHS & APP.
- Competence using information technology including experience with word-processing, spreadsheets, and database software.
- Highly developed analytical and reporting skills.
- Excellent communication skills (reading, writing, speaking).
- High integrity and willingness to conduct her/himself transparently and open to scrutiny.
- Strong empathy skills and genuine care and respect for needs of others especially female refugees and people with special needs.
- Ability to respect and maintain confidentiality.
- Ability to write reports and communication pieces (English and Arabic).
- Excellent organizational skills, ability to determine priorities and attention to details.
- Demonstrated interpersonal skills, sound judgment, planning and team building and facilitating skills.
- Ability to work in a multicultural context as a flexible and respectful team player.
- Willingness and capacity to work in the field and travel frequently to project sites when needed.
- Proven experience in development of Accountability systems and tools for an INGOs.
- Experience in training and capacity-building of staff.
- Commitment to humanitarian principles and values.
- Understanding of gender, protection, and human rights.
- Female candidates are highly encouraged to apply
Relevant university degree or similar education in Social Work, Protection or other related field
- English (fluent)
- Arabic (fluent)
- Kurdish (desirable)
- Country MEAL team (internal)
- Field Office’s MEAL and accountability FPs (internal)
- Area/Country Management (internal)
- Project Managers (internal)
In this position, you are expected to demonstrate DRC’s five core competencies:
Striving for excellence: You focus on reaching results while ensuring an efficient process.
Collaborating: You involve relevant parties and encourage feedback.
Taking the lead: You take ownership and initiative while aiming for innovation.
Communicating: You listen and speak effectively and honestly.
Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse, and harassment
Diversity & Inclusion: DRC Iraq is committed to promoting an inclusive work environment according to our Age, Gender, and Diversity approach (AGD). We aim to have a more diversified leadership structure creating opportunities for qualified women to take on managerial roles. We also continuously work to make our workplace more accessible for persons with specific needs. We offer benefits related to psychosocial support, health insurance, maternity and paternity leave, child sick leave, and lactation breaks. As part of our commitment to promote equity, diversity, and inclusion, we strongly encourage applications from female candidates, persons living with disabilities, as well as representatives of minorities.
DRC as an employer
By working in DRC, you will be joining a global workforce of around 8000 employees in 40 countries. We pride ourselves on our:
- Professionalism, impact & expertise
- Humanitarian approach & the work we do
- Purpose, meaningfulness & own contribution
- Culture, values & strong leadership
- Fair compensation & continuous development
DRC’s capacity to ensure the protection of and assistance to refugees, IDP’s and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct in relation DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment. DRC conducts thorough and comprehensive background checks as part of the recruitment process.
If you have questions or are facing problems with the online application process, please visit drc.ngo/about-us/job-and-career/support-for-job-seekers.
Danish Refugee Council is an equal opportunity employer. We are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment without attention to race, age, ability, ethnicity, nationality, religion, gender identity, sexual orientation, marital status, or any other factor. At DRC we celebrate diversity and appreciate our employees for the people they are and their unique skills, backgrounds, and perspectives. We encourage all interested candidates to apply!
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