Accountability Officer at Save The Children

Employee Status: Fixed Term

Child Safeguarding

• Level 3 - The responsibilities of the post may require the post holder to have regular contact with children or young people and, in the overseas context all posts are considered to be level 3 posts in view of potential situations which may allow staff unsupervised access to vulnerable children and young people.

Role Purpose

• To be responsible for working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received
• This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.

Scope of Role:

• Reports to: Accountability Coordinator
• Staff directly reporting to this post: TBD

Key Areas of Accountability
Objective 1: CRM Development, Support, Logistics and Coordination:

• Set up a Beneficiary Complaint and Response Mechanism for humanitarian projects
• Develop appropriate tools for capturing the complaints and feedback
• Train the relevant staff/beneficiaries on data management process of CRM system
• Ensure a proper filing system for all the complaints and feedback received through the helplines
• Aggregate CRM data from the field to a summary CRM database
• Provide detailed summaries of complaints issues for operational meetings and forums.
• Identify complaint and other feedback trends which indicate where the Programs can improve.
• Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.
• Receive, investigate and respond to beneficiary complaints under the direction and supervision of Program/field Managers
• Follow up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues
• Negotiate suitable resolutions to complaints with the beneficiaries under the direction of the Program/Field Manager
• Develop monthly CRM report.

Objective 2: Routine Monitoring and Evaluation:

• Support on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks
• Work with field teams to collect information on potential case studies and success stories
• Other duties as directed.

Education and Experience

• Bachelor's Degree in a relevant discipline (Health Sciences, Social Sciences, Development Studies or other)
• Minimum of 3 years post NYSC progressive experience working in a related position.
• Formal training in Accountability, Monitoring and Evaluation, Data Management, Data Quality Assurance (DQA) is an asset

Knowledge and Skills:

• Skills and experience conducting data verification, analysis, reporting and monitoring
• Excellent interviewing skills
• Experience managing a CRM process
• Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events
• Excellent skills in oral and written communications
• Good interpersonal skills, ability to work in a multi-cultural team environment
• Strong quantitative and qualitative analysis skills are an advantage
• Strong organizational, planning and prioritization skills
• Competent and experienced in general office administration, coordination and logistics
• Excellent IT skills
• Fluency in Hausa, Kanuri and English language
• Good writing, editing and presentation skills
• Previous experience in facilitating training, workshops and events.

Skills and Behaviours (our Values in Practice)
Accountability:

• Accuracy and timeliness in all areas of responsibility
• high level of accuracy in work, and ability to analyse complex sets of relationships and situations
• Holds self and others accountable.

Ambition:

• Creating best-in-class EA function
• Future-orientated, thinks pro-actively.

Collaboration:

• Working effectively with stakeholders to achieve common goals
• Excellent communication and interpersonal skills
• Builds and maintains effective relationships, with their team, colleagues, members and external partners
• Approachable, good listener, easy to talk to.

Creativity:

• Designing more effective admin and data management systems
• Willing to take disciplined risks.

Integrity:

• Honest, encourages openness and transparency, demonstrates highest levels of integrity.

Note

• We need to keep children safe so our selection process reflects our commitment to the protection of children from abuse.
• Applicants are advised that Save the Children International does not require any payment or expense during the entire recruitment process. Any request in this direction should be immediately reported as it is contrary to the values and practices of our organization.
• Due to the volume of applications received, Save the Children may not provide feedback to all applicants.
• Only shortlisted candidates will be contacted.
• Qualified candidates are encouraged to apply as soon as possible, as we will review applications as received. Save the Children reserves the right to change the closing date, if considered necessary.