General responsibility:
Under the responsibility of the Accountability Manager, the Accountability Officer is responsible for the implementation of activities related to accountability to affected populations (AAP) including the Community Feedback Response Mechanism (CFRM) in their areas of operation. He/she advises on TGH Sudan mission’s accountability strategy and implementation; conducts CFRM sensitization and inductions for staff, beneficiaries, and communities; and ensures coherent and timely response to feedback given.
The Accountability Officer must carry out their activities with the highest professionalism, integrity, commitment and confidentiality.
Responsibilities and tasks:
Field management of the Community Feedback & Response Mechanism (CFRM):
- Manage the CFRM activities at field level within the area of operation, in accordance with the procedures as defined in the TGH CFRM SOP, under the supervision of the Accountability Manager
- Ensure the installation of the CFRM boxes in place where needed, and ensuring accountability visibility is in place
- Collect the feedback from the boxes on a regular basis (at least monthly)
- Manage the helpdesk during program team distributions or other project activities in the field, and ensuring accountability visibility
- Manage the CFRM hotline (if there is one)
- Record all feedback and complaints received through any method in the accountability database
- Process all feedback and complaints, forwarding them to the relevant colleagues at TGH Sudan according to the SOP and instructions given by the Accountability Manager and MEAL Manager
- Ensure follow-up on the non-sensitive complaints received and in coordination with the concerned persons, ensuring that they are resolved on time as per the SOP
- Highlight any challenges/delays in closing cases to the Accountability Manager
- Immediately inform the Accountability Manager or Country Director in case of in case of any sensitive complaints received, maintaining strict confidentiality of the information received
- Report back any problems and constraints encountered during the course of the activities to his/her manager
Accountability surveys and field visits
- Conduct or participate in beneficiary satisfaction surveys on a regular basis as per the MEAL plan and requests from his/her manager, Field Coordinator or program team.
- Conduct regular field visits to monitor project activities, ensuring that all feedback (even if informal) provided by community is recorded and reported to his/her manager
- Ensure regular field visits for management of accountability materials in the field (CFRM boxes, posters etc)
- Support on any accountability survey as requested by the Accountability Manager
Training and awareness on CFRM
- Deliver CRFM inductions to TGH staff and to communities/beneficiaries, and ensure regular sensitization activities to refresh and their awareness and knowledge, with the support of the Accountability Manager
- Inform project stakeholders including authorities and community leaders about the CFRM through regular field visits and distribution of CFRM visibility materials
- Propose improvements to the CFRM to the Accountability Manager.
Data management & reporting
- Ensure the status of feedback items recorded in the CFRM database are up to date
- Provide additional information to the Accountability Manager in order to support tracking, analysis and report-writing on feedback and complaints received
- Provide written report to Accountability Manager following field visits
Learning
- Participate in the continuous development and improvement of the CFRM SOP and accountability tools by providing feedback and recommendations to the Accountability Manager
- Participate in learning workshops with program and other teams, sharing feedback and suggestions on improving project relevance, impact, and accountability.
Other tasks
- Participate or support other accountability-related tasks as directed by the Accountabiltyi Manager based on TGH needs.
