MEAL Accountability Assistant (Borno) at Premiere Urgence Internationale (PUI)

Job Summary

• The Accountability Assistant supports the implementation of PUI’s accountability strategy at base level, acting as the first point of contact for community feedback, complaints, and requests through a mobile helpdesk approach.
• The assistant is responsible for conducting awareness-raising sessions with beneficiaries on their rights, entitlements, expected service quality, and available FCRM channels.
• They ensure the visibility, clarity, and upkeep of all IEC materials related to both FCRM and program activities. Under the direct supervision of the MEAL Officer and the technical guidance of the Accountability Officer at coordination level, the Accountability Assistant ensures timely reporting of all feedback collected in the field using CommCare tools. When required, they support broader MEAL activities, including PDMs, PAS, and beneficiary satisfaction surveys, contributing to a strong feedback and learning culture in the mission.

Responsibilities and Task
Support to the Feedback and Complaints Response Mechanism (FCRM) at base level:

• Serve as the first point of contact in the field for receiving feedback, complaints, and requests from community members, ensuring respectful, confidential, and timely handling.
• Support the organization and facilitation of Community Committee Meetings (CCMs).
• Ensure that all inputs raised through CCMs are accurately recorded, and uploaded through CommCare or other designated tools.
• Ensure that all FCRM inputs are accurately recorded and transmitted via CommCare or other designated tools to the Accountability Officer at coordination level.
• Support the proper functioning of all FCRM channels on the field, ensuring their accessibility and relevance to all community members, including vulnerable groups.
• Conduct regular monitoring to ensure FCRM helpdesk stations are accessible, clearly labeled, well-maintained, and compliant with confidentiality protocols.
• Ensure that sensitive complaints are immediately flagged and transmitted according to SOPs and in coordination with the designated focal points.
• Identify main bottle necks for the reduction of response and feedback time for complaints.
• Suggest ways to improve the mechanism, its functioning, the appropriateness of the existing channels, etc.

Community awareness and information sharing:

• Conduct regular awareness sessions with beneficiaries and community members on the existence and purpose of the FCRM, including how and what to report, rights and entitlements, and the quality of services they should expect.
• Ensure visibility and availability of IEC materials related to FCRM and key program information across implementation sites. Replace or report damaged/missing materials.
• Support the MEAL Officer and program teams in identifying gaps in information sharing and contribute to the design and dissemination of improved communication tools and messages.

Field support to MEAL data collection:

• Provide support to the MEAL department in conducting Post-Action Surveys (PAS), Post-Distribution Monitoring (PDM), satisfaction surveys, and other MEAL-related data collection exercises as needed.

Reporting and documentation:

• Ensure timely and complete transmission of all FCRM entries to the coordination team, maintaining data confidentiality and accuracy.
• Contribute to monthly accountability reporting by providing summaries of field activities, challenges encountered, and observations for improvement.
• Keep monitoring tools and files archived at the PUI office, ensuring their availability to the MEAL department.
• Pass on any information or problems to their direct supervisor concerning their tasks, PUI programs, or safety aspects.

Capitalization/Institutional Knowledge Building:

• Participate actively in team workshops and lessons learned sessions.
• Assist in training of beneficiaries, community leaders, community facilitators/mobilizers and Field staff on M&E if needed.
• Assist in developing a responsive, functional, and appropriate FCRM which can improve current project implementation and guide future programming.

Communication & Follow up:

• Respond to beneficiaries’ queries with good knowledge of relevant information when approached.
• Ensure that the community engagement is done in an appropriate and respectful manner, managing expectations and providing a transparent beneficiary-oriented service.

Priorities of Department

• participate in The implementation of Accountability activities of the MEAL Plan in collaboration with the Beneficiaries and project teams
• Providing accurate Accountability qualitative and quantitative data collected in the field according to external and internal deadlines
• Support the MEAL department to achieve its goals through the occasional undertaking of additional activities that contribute to the overall ability of the organization to achieve its stated outputs.