Technical Officer, Accountability at FHI 360

Requisition: 2019200578
Location: Maiduguri, Borno
Supervisor: M&E Coordinator
Job Type: Full time

Basic Function

• The main responsibility of the Technical Officer-Accountability is to contribute to management of a centralized Complaints and Feedback Mechanisms (CFM) within FHI 360 Borno office.
• The officer oversees that clear and transparent rules for raising and processing complaints are established and that complaints are recorded and addressed by relevant parts of FHI 360 Country Office (CO) within a reasonable timeframe.
• The Accountability officer will broadly help with ensuring quality in responses through capacity building and support of beneficiaries involved in responding to complaints. Furthermore, the officer will utilize the information received through the feedback channel to produce periodic reports and analysis that can strengthen programming and increase overall organizational accountability.

Duties and Responsibilities

• Implement FHI 360 CFM system according to guidelines and SoPs developed.
• Manage CFM data and information for all Core Competencies in FHI 360.
• Serve as primary contact for all CFM related issues within the office and with CO
• Communicate and disseminate CFM standards and guidelines within FHI 360 and conduct training and capacity building of staff involved.
• Design and support dissemination of information related to CFM in beneficiary, host communities, and relevant partners specifically in relation to confidential complaints mechanisms i.e. complaints boxes, complaint help desk log all complaints received through complaint boxes and refer to relevant focal point for processing.
• Track feedback and complaints and make sure feedback reaches relevant staff/units.
• Assign deadlines for investigation and ensure proper response is generated in reasonable time.
• Manage data analysis and information presentation related to CFM.
• Produce regular internal (and external) reports on complaint trends, response procedures, and relevant issues.
• Support programme staff in identifying and addressing all CFM related needs.
• Contribute to documentation and sharing of M&E reports that facilitate evidence-based decision-making, internally as well as with partners and donors.
• Provide support to M&E teams in reviewing information across projects, to ensure that feedback and complaints are considered in programme management decisions. Involve in the assessment, review and learnings/sharing on the performance of CFM  Work closely with thematic sectors, stakeholders and beneficiaries to gather information on CFM program monitoring, progress and quality to support the ongoing CFM activities Perform other duties as assigned by supervisor.

Qualifications and Requirements

• MSc/MA in relevant degree with 3 to 5 years relevant experience in accountability, feedback and complaint mechanisms with a sound understanding of humanitarian integrated health program delivery in resource constrained settings.
• Or BSc/BA in Social Sciences, Economics, Business Administration or relevant degree with 5 to 7 years relevant experience in accountability, feedback and complaint mechanisms with a sound understanding of humanitarian integrated health program delivery in resource constrained settings.
• Prior experience working for an International NGO is preferred.

Knowledge, Skills & Attributes:

• Knowledge of humanitarian programs in North East Nigeria specifically.
• Knowledge and experience in project-level or state/national-level monitoring and evaluation system implementation.
• Knowledge and experience in accountability and feedback and complaint mechanism.
• Experience in working through systems of community participation and accountability.
• Ability to work well with others and to develop and maintain compatibility among project staff, subcontractors, consultants and recipients of assistance.
• Ability to hold self-accountable for making decisions and managing resources efficiently.
• Ability to manage tight deadlines and deliver high volumes of work with minimal supervision.
• High degree of proficiency in written and spoken English and Hausa/Kanuri communication.
• Strong critical thinking and problem – solving skills.
• Well-developed computer skills.
• Proven capacity to deliver training and coach staff.
• Ability to travel to field sites and work in remotes locations, often for prolong period.

Remuneration
The following is a summary of fringe benefits provided by FHI 360 to eligible employees:

Core benefits:

• Comprehensive medical plans (PPOs)
• Dental insurance
• Vision coverage
• Group life and AD&D insurance
• Health savings account
• Long-term disability
• Medical and dependent care flexible spending accounts (FSAs)
• Dependent life insurance
• Business travel insurance
• Supplemental personal accident insurance
• Supplemental disability
• Life insurance
• Paid vacation, sick and parental leave
• 403(b) retirement plan
• Pension plan

Other benefits (will vary depending on work location):

• Public transportation program
• On-site fitness center
• Local credit union membership
• Health and wellness program
• Employee assistance program
• Qualified tuition programs (529 plans)
• Bicycle subsidy
• Legal assistance plan
• Pet insurance