ABOUT RI: 

Relief International is an international non-profit organization committed to partnering with communities impacted by conflict, climate change, and disasters. Our core mission is to save lives, strengthen resilience, and promote sustained health and well-being in affected regions. Our team, comprising over 7,000 staff and local volunteers, operates in 15 countries across Africa, Asia, and the Middle East. We focus on providing comprehensive Health and Nutrition, WASH (Water, Sanitation, and Hygiene), Education, and Livelihoods programs, all aimed at fostering community resilience. Our strategy centers on collaborating with local partners to develop programs that are safe, inclusive, and precisely tailored to local needs. These programs are designed to be evidence-based, sensitive to conflicts, and adaptable to changing climates, thereby effectively addressing the needs of the most vulnerable populations.

ROLE PURPOSE:  The Accountability Officer will provide technical support to all field based Feedback and Complaints Response Mechanism (FCRM) assistants, ensure that FCRMs for all projects and locations are in place and functioning according to required standards. The Accountability Officer will ensure FCRM data is compiled and analysed on a regular basis; and respond to and record feedback and complaints received through the FCRM hotline.

SCOPE OF ROLE:   

Reports to: Senior MEAL Advisor; 

Staff reporting to this position: None (technical supervision is required of FCRM Assistants);   

Budget Responsibilities: N/A; 

The Accountability Officer will work closely with the technical and project teams.

KEY AREAS OF ACCOUNTABILITY:      

Design and Planning:

• Review accountability resources, materials and tools  and checklists and implement improvements required on a regular basis; ensure the standard operating procedure is up to date.
• Support the budgeting of accountability activities in proposals
• Conduct trainings to program, partner and MEAL staff on accountability concepts.
• Ensure mechanism are in place and implemented to record beneficiary satisfaction on RI’s addressing of complaints
• Ensure appropriate incidents are referred as required and relevant policies are followed. 

Data Management and Learning

• Compile FCRM data from all states and produce monthly reports and/or dashboards; work with the global team to review data.
• Directly respond to beneficiaries calling in through the hotline; record their complaints or feedback in the FCRM database and ensure data on hotlines are also included in reflections and review; work closely with Protection and Information Technology teams to ensure the hotline operates effectively. 
• Facilitate data review meetings and document actions and learnings.
• Ensure confidentiality and impartiality is maintained across all data collection, storage and management processes. 
• Ensure partner FCRMs are integrated into RI’s mechanisms as appropriate. 

FCRM Visibility

• Work with the Communications team to ensure standard visibility materials are available for various types of channels and accurate and updated information is provided.
• Ensure Purchase Requests raised are followed up accordingly by the State based MEAL Coordinators, and supplies are delivered at the minimum time.

Other Tasks

• Other related tasks as required by the supervisor.

QUALIFICATIONS AND EXPERIENCE 

• Bachelor’s degree in public health, Statistics, Information Technology or other related field
• At-least 3 years of experience in MEAL for humanitarian or development settings; experience in data management. At-least 2 years of experience in implementing Accountability mechanisms in organizations.
• Experience in conducting assessments and evaluations.
• Experience of working with local partners and building capacity
• Willingness and capacity to be flexible and accommodating during difficult working conditions
• Occasionally travel to the field when required (20% of the time) to monitor FCRM establishment and function.
• Ability to lead and build capacity of teams.
• Demonstrable ability at report writing and excellent communication skills
• Computer literacy and proficiency in MS Word and Excel spreadsheets; experience in other analytics platforms and software is preferred, specifically PowerBI.
• Honest, encourages openness and transparency; demonstrates highest levels of integrity
• Fluency in written and spoken English and Arabic