AAP Officer at Rapid Action Aid Initiative (RAAI)

General purpose of the position

The Accountability to Affected Population Officer is responsible to lead the accountability system within the Mission, according to RAAI “Organizational Management and Control Model” and related Policies.

Main responsibilities and tasks

Responsibilities:

1. Systematically analyze and follow-up the complaint mechanisms in all Location bases by supporting and reinforcing the existing accountability tools.
2. Receiving the complaints through the different tools and processes put in place and keeping the database of complaints updated and available for Headquarters’ or Mission’s investigations.
3. Refer to relevant actors and senior managers in case of misconduct or breaches of the rule, following the established pathways.

Specific duties:

1. Ensure the reinforcement and/or development of effective and sustainable accountability mechanisms, including the complaint and feedback mechanism for program beneficiaries/stakeholders in collaboration with the Heads of Field Office, PM and Coordinators.
2. Ensure that clear SOPs are in place for the collection and processing of feedbacks and complaints through modalities that are easily accessible to beneficiaries, volunteers and staff;
3. Ensure that data resulting from the feedback and complaint mechanism is properly archived and analyzed on a regular basis;
4. Ensure that the community engagement is done in an appropriate and respectful manner, managing expectations and providing a transparent client-oriented service;
5. Conduct investigations (at National level) related to complaints, in compliance with RAAI internal policies, and producing all relevant investigation documents, if required;
6. Immediate refer to the PSEA focal point for any SEAH (sexual exploitation and abuses, harassment) suspected or confirmed incident.
7. Immediate referral of survivors of SEAH to the relevant actors in the Mission for follow up.

Required profile and experience

Education

1. Bachelor degree in social studies, humanitarian actions, humanitarian international law or any other juridical discipline. Master degree is a plus.

Professional Experience

1. Minimum 3 years of relevant working experience with at least 1 years in senior accountability role.
2. Minimum 2 years of experience working in the humanitarian field.
3. Information Management Systems expertise (e.g., Database management or data analysis software skills).
4. Experience of accountability process and complaint mechanisms.
5. Proven experience in building the capacity of a team and good managerial skills.
6. Experience and ability to train others, facilitate workshops and transfer knowledge.
7. Experience and ability to conduct internal investigations on site

Professional Requirements

1. Proficiency in reporting
2. Proficiency in MS Office (i.e., Word, Excel, outlook etc.)
3. Planning and Organizing (ability to work under pressure to meet tight deadlines, with peaks of heavy workloads.
4. Strategic vision.
5. Driving and achieving results.
6. Teamwork (Ability to delegate and work in team).

Languages

1. Fluency in English
2. Knowledge of Hausa desirable

Personal Requirements

1. High integrity.
2. Excellent Communication Skills.
3. Relationship building.
4. Very good diplomatic & negotiation skills.
5. High Flexibility and adaptability.
6. Ability to take initiative.
7. Problem solving and decision making; ability to create solutions to operational problems.
8. Leadership: developing and motivating staff.
9. Humanitarian motivation and commitment to RAAI values.
10. Respect of RAAI policies and procedures.
11. Strong commitment to beneficiaries’ best interests