Job Purpose:
The accountability officer will support the program management team in implementing the Feedback and Complaints Mechanism System (FCMS) according to the standard process defined by Handicap International – Humanity and Inclusion (HI) and the Standard Operating Procedures (SOP) developed by HI Afghanistan. The accountability officer will support the preparation of the FCMS, will collect, centralize and process feedback and complaints formulated by the population with which HI teams are in contact within the framework of the implementation of projects. These feedbacks and complaints are formulated through mechanisms defined and set up by the Monitoring, Evaluation, Accountability and Learning (MEAL) teams in accordance to SOP. The accountability officer will work under the line management of MEAL Manager in Kabul, closely cooperating with Operations and Technical unit team. Handicap International has been present in Afghanistan since the 1980’s, focusing on the support to the most vulnerable communities and, providing comprehensive services ranging from physical rehabilitation, to mine risk education and inclusive livelihoods, with a special focus on people with disabilities HI is currently working in Kandahar, Kunduz, Nimroz, Herat, Bamyan, Nangahar and Kabul.
The Duties and responsibilities may include but not limited to:
Mission 1: Operational implementation
Responsibility 1: Contributes to defining and evaluating accountability to affected populations mechanisms
- Contributes to the design of operational procedures led by the MEAL manager, especially for the management of feedback and complaints, information and the participation of populations in the projects;
- Helps train HI teams on the concept of accountability to affected populations in coordination with the safeguarding specialist
- Contributes to periodic evaluations of accountability mechanisms
Responsibility 2: Contributes to the implementation of these mechanisms with populations and partners
- Establishes good relations with the populations and partners of HI by making periodic visits to the areas concerned in compliance with established operational procedures;
- Organises and facilitates community consultations for the implementation of the mechanisms as defined by MEAL manager;
- Contributes to the design of awareness-raising tools and informs the populations and partners about HI’s accountability mechanisms in coordination with the safeguarding specialist;
- In close collaboration with the project teams and the MEAL officers, ensures that the HI’s activities in the field are fully understood by the populations;
- Records the feedback and complaints received (and all related information) in a the FCMS database and refers them to the focal points designated by the FCMS SOP;
- Ensures the transfer of sensitive complaints to the safeguarding specialist and/or program director, as defined in the SOP;
- Monitors the effective roll-out of information, participation and complaint response mechanisms, following established procedures and ensuring that people receive a meaningful response in a timely manner;
- Ensures the archiving and protection of data relating to the feedback and complaints management mechanism.
Responsibility 5: Maintains confidentiality when processing the information received
- Examines beneficiary feedback and complaints and provides precise information on HI’s activities and accountability mechanisms;
- Adheres to data protection, confidentiality and informed consent principles in her interactions
Responsibility 6: Reports on accountability to affected populations
- Writes regular reports on the running of accountability to affected populations and learning activities;
- Regularly suggests improvements to MEAL manager based on challenges encountered
- Reports all information and any difficulties related to her activity to MEAL manager.
Responsibility 7: Other tasks
- Upon the request of the MEAL manager, carries out specific tasks that can contribute to the achievement of the main objectives in this job description
- Any other relevant tasks, including supporting the MEAL unit in implementing its activities
Mission 1: Emergency preparedness and response
- Contributes to the programme’s emergency preparedness actions and, in an emergency, adapts his or her working methods to contribute to an effective humanitarian approach by HI.
