Accountability Officer at Action Against Hunger | ACF Nigeria LTD/GTE

Key Responsibilities:

Mission 1 : Establishment of the Feedback and Complaints Response Mechanism for all ACF projects

• Build staff awareness and commitment to a feedback and complaints mechanism, ensuring that all SOPs and ACF core policies are respected
• Ensure the setting up of the different Feedback and Complaints Response Mechanism in relevant project locations In remote management areas, ensure the establishment of Accountability Focal Persons (training, regular meetings, tracking of their reporting requirements)

Mission 2 : Management of the Feedback and Complaints Response Mechanism for all ACF projects

• Respond to enquiries from program beneficiaries.
• Ensure confidentiality of complaint data is respected.
• Ensure regular maintenance of complaints and feedback database/information system, and ensure information is shared on a regular basis.
• Support the M&E and Program teams in activity implementation, to ensure beneficiary access to FCM channels (feedback days, complaints booths, field visits...).
• Ensure the queries of callers using setup hotline are answered while respecting ethical and professional behavior in accordance with the ACF standard operating procedures and HAP guidelines.
• Ensure complaints are referred to relevant personnel within ACF and in particular sensitive complaints (level 4) are referred to senior management, as per SOP

Mission 3: Ensure referrals and reporting of all feedback and complaints received

• Supervise the lodging all feedback, complaints and response in the FCM database, coming from all channels
• Ensure complaints are closed within the appropriate timeframe
• Validate FCM database on monthly basis
• Refer program specific complaints to relevant program managers for resolution
• Submit FCM specific project report for donor reporting when relevant
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects. Ensure all documents and actions taken are documented, and feedback is given back to the complainant.

Mission 4: Capacity building on accountability to affected populations

• Ensure trainings of external stakeholders on accountability principles (vendors, community volunteers, health workers, etc.)
• Ensure trainings on accountability principles for new comers within Action Against Hunger
• Ensure regular refresher trainings for all existing staff

Mission 5: To support proper and adequate human resource management for the Accountability team

• Ensure recruitment of Accountability assistants
• Conduct the appraisals of Accountability assistants under their direct line management, as required by ACF guidelines
• Provide effective and constructive daily supervision of Accountability Focal Persons while strengthening their skills and capacity
• Daily mentoring and coaching of Accountability Focal persons by providing feedback on their performance

Position Requirements:

• Bachelor degree in Management, Social Research, Development Studies or a related field;
• Minimum of 2 years’ experience accountability and learning activities particularly in humanitarian or development settings;
• Demonstrated knowledge of feedback mechanisms concepts, international humanitarian quality standards (e.g. HAP, Do No Harm), and experience implementing complaints, reporting systems, especially for cash transfer programs.
• Fluency in English and local languages (especially Hausa, Fulani and Kanuri, both written and spoken skills); with excellent communication and report writing skills
• Proven ability to work ethically and sensitively with communities, with a commitment to ACF values and mission
• Strong computer skills especially database development, and a solid understanding of NGO operations and conflict/post-conflict contexts