Accountability Officer at Medecins du Monde (MdM)

Location: Maiduguri, Borno

Essential Duties

• The Accountability Officer, under supervision of the Monitoring and Evaluation Officer, is responsible for establishing a sustainable Complaints Response Mechanism (CRM) in all clinics (Maiduguri and Damboa) in a way that ensures beneficiaries actively participate and/or make confidential complaints about its comprehensive PHC delivery processes.
• All technical trainings and supports must be based National guidelines if available, MDM guidelines and Core Humanitarian Standard guidelines.

Specific Duties

• Conduct context-oriented needs assessment in consultation girls, boys, women, and men beneficiaries to developing Complaints Response Mechanism (CRM) guidelines and systems for MDM Nigeria mission.
• Establish a sustainable Complaints Response Mechanism (CRM) in each targeted clinic that ensures all segments of target beneficiaries can make confidential complaints with their full confidence about MDM interventions.
• Develop appropriate tools for capturing complaints and feedback and train the relevant staff/beneficiaries on related data management process.
• Conduct ongoing capacity needs assessment of MDM staff, partners staff and target communities with special emphasis on humanitarian accountability standards.
• Ensure that beneficiaries are aware of the key elements of MDM’s accountability policy, procedures, and expectations and standards required of MDM staff and partner staff.
• Ensure proper filing systems for all complaints and feedback received with segregated data from the field and on time data entry to MDM complaint response mechanism database.
• Lead collaborated efforts pertaining to on time investigation complaints and response through the established CRM, including monthly CFM report.
• In consultation with the monitoring and evaluation officer and/or program coordinator, provide detailed summaries of complaint response mechanism trends, best practices, lessons learned, areas of improvement and pressing issues on monthly basis; as well on ad-hoc basis when needed as an input for operational meetings and forums.

Hierarchical & Functional links:

• S/He works under the supervision of the M & E Officer; as well has functional link with the Health Services Quality Coordinator, Health Coordinator, Emergency Response Coordinator and Program Coordinator as needed.

Skills and Experience Needed
Required profile:

• Diploma in the areas of Humanitarian Studies / Social Sciences / Health Sciences
• At least 3 years of professional experience related to the position
• Relevant short-term trainings (qualifications), such as CMR, HAP, CHS, SPHERE
• Ability to create monitoring systems and tools
• Work experience and strong knowledge of cultural/social influences in North East Nigeria.

Required personal skills:

• Excellent training and coaching skills
• Strong interpersonal and intercultural skills
• Able to prioritize
• Flexible
• Ability to work under stressful situation
• Has a good team spirit
• Able to work and live insecure context.