Accountability Officer - Borno at ZOA International

Job Summary
Internal

• The Accountability officer ensures high-quality and effective operationalization of ZOAs CRM system according to policy and guidelines. 
• The Accountability officer is responsible for the end to end running of the processes from establishing on ground feedback mechanisms including hotlines, suggestion boxes, face to face communications and community consultations to the entire process including collation of the complaints and feedback, appropriate and accurate documentation and mobilizing key stakeholders to ensure response. 
• The accountability officer provides support to ensure that PSEA, Accountability systems and Complaint Response Mechanisms (CRM) systems run according policy to guarantee that accountability standards are met.

Key Tasks and Responsibilities

• Implements the efficient and effective running of the Complaints and Response Mechanism/ Community Feedback mechanisms (Help desk, Hotlines, suggestion boxes, face to face complaints, community feedback mechanisms etc.) according to ZOA policy and guidelines.
• Maintains and updates ZOA CRM data base under the specification of the MPQ.
• Ensure that focal points are involved in the documentation and reporting of complaints and feedback.  
• Leads in the documentation of complaints/feedback and responses or resolutions and ensures that the CRM data base is updated every 5th of the month.
• Coordinate and supervise the monitoring of monthly redemption and cash out activities: conduct market price monitoring, shop monitoring, ensure that beneficiaries receive their full entitlement and they are treated with dignity and not taken advantage of.
• Conduct monthly meetings with the vendors/agents to ensure that their activities are fully in compliance with ZOA regulations, represent beneficiaries’ interests in such meetings. s
• Daily reporting of beneficiaries served at the vendors shops during redemption to track progress and follow up on those pending.
• Conduct together with the team post distribution meetings with beneficiaries to collect feedback, follow up on
• Serve as a Complaint Response Mechanism
• Monitor and report on progress of activities in accordance with ZOA reporting and monitoring system.
• Participates and represents ZOA in conducting joint assessments and evaluations by the wider humanitarian / civil society community and represents ZOA in the appropriate networks or Technical Working Groups (Protection, PSEA) as necessary.

Evaluation:

• Ensures the conduct of assessments in areas of protection and gender analysis.
• Supports the MPQ in the conduct of internal assessments.

Learning:

• Maintains and updates ZOA CRM data base under the specification of the MPQ.
• Ensures that data base is usable for ZOA planning i.e. country strategic plan, project plan)
• Ensures synergy between CRM and project teams and other stakeholders through joint analysis of CRM reports and effective communications.
• Ensures that lessons learned workshops are conducted and outputs feedback to ZOA as knowledge.

External Contacts:

• As directed by MPQ
• ZOA beneficiaries and non-beneficiaries
• Local/community leaders
• Enumerators and community volunteers
• Evaluators

Internal Contacts:

• MPQ
• PGM
• Project Managers
• MEAL officer and MEAL assistant
• ZOA field managers and staff

Supervises:

• CRM volunteers, Enumerators

Competencies:

• The candidate is expected to support the identity, vision and mission of ZOA.
• Strong knowledge of and expertise in data analysis and presentation (Graphs, Maps, pivot tables)
• Strong knowledge in Kobo, Microsoft Excel for tools development, data analysis and management
• Experience in the use of RR collect, any GIS software or database preferred.
• Strong report writing skills.
• University Graduate or Technical course diploma holders.
• Experience in ZOA project in any capacity for minimum of 3 months.  
• Strong written and verbal communication skills in English.
• Good understanding of Core Humanitarian Standards, PSEA, Accountability to Affected populations.
• Ability to operate as part of a team in a multi-cultural, value-driven work environment, and to perform tasks with sensitivity to local culture.
• Ability to manage own workload and deadlines, and maintain ethical and professional conduct
• Knowledge of spoken and or written Hausa and/ or Kanuri is an added advantage.
• Willingness to travel within ZOA areas of operation.

Skills/Attitudes:

• Data presentation and analysis skills (both qualitative and quantitative)
• Report writing
• Organized and eye for detail
• Pro-active
• Able to manage stress and work under pressure
• Team player  
• Special requirements

Special circumstances:

• Willingness to travel to other field offices, visit and train local partners. Willingness to accepts additional job responsibilities especially in emergency relief situations as and when requested to carry out any necessary tasks.