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Accountability Officer
Danish Refugee Council
 Gross Salary: Gross USD 603 per month)
 Reporting to: GME and research Coordinator, DFID Consortium
 Grade Level: Grade V Step I
 No. of Post: 1
 Duty Station: Khartoum
 Duration: One Year
 Closing Date: 24 July 2019



DRC is a private, independent, non-profit organization (NGO), devoted, on the ba­sis of humanitarian principles to securing the protec­tion of refugees and internally displaced persons (IDPs), and to promoting long term solutions to the problems of forced displacement. DRC works in the context of conflict-induced displacement of populations and in return and reintegration situations



Under the direct supervision of the MEAL Manager, the Accountability Officer provides efficient and effective project support to DRC projects assigned to them, including

 Duties and responsibilities:

  • Roll-out and oversee the maintenance and further development of DRC’s Feedback and Complaints and Response Mechanism (F-CRM) that allows communities to voice their opinions and feedback to ensure that programs are appropriate, well-targeted, and meeting the needs and satisfaction of People of Concern (PoC). The position will work with M&E Officers/ and designated Accountability Focal Points across the DFID project (scaling up eventually to all CO programming) to manage feedback, complaints and referrals.
  • liaise with other relevant internal and external stakeholders to ensure that DRC’s programmes maintain high standards of accountability to PoC in line with DRC and international humanitarian standards, including the Core Humanitarian Standard (CHS).
  • provide technical support to DRC programmes regarding participation - particularly with a focus on gender and vulnerable groups to ensure that, as much as possible, everyone regardless of their race, ethnicity, disability status or other stigmatized markers have improved opportunities to participate in decisions and programs which affect their lives.

Beneficiary-facing Accountability Activities

  • Foster participatory planning and implementation of accountability activities by training and involving community members, partners and other primary groups where appropriate in the design and implementation of the CRM.
  • In coordination with DRC M&E programme officers, travel to project sites to ensure the data collection and project activity processes follow DRC and CHS accountability standards.
  • Ensure the communication and dissemination of complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders drawing on multiple communication channels (leaflets, orientation, help desk).
  • During program distributions (cash/SNFI/WASH/FNS or other), prepare and work with DRC programme M&E/protection personnel to establish a help desk/information table for community members to answer beneficiary questions.
  • Ensure that all beneficiaries receive the assistance communicated to them by conducting accountability surveys and spot-checks. Following distributions, ensure and oversee CRM and accountability reports of the distributions.
  • Work with MEAL Officers to ensure accountability standards are included in staff orientation sessions, with a particular focus on DRC’s programme and operational staff, and all staff members from partner organisations. Specifically, provide training on CHS and accountability standards as required;


Feedback and Complaints from People of Concern

  • Receive, process and respond to beneficiary feedback and complaints and guide beneficiaries seeking help through DRC hotlines, field visits, and other complaints and feedback mechanisms. Coordinate with M&E Officers from all DRC projects to provide timely feedback regarding complaints and ensure they are appropriately managed, acknowledged and followed up.
  • Follow up internally regarding complaints and feedback referrals with relevant NGOs, UN offices and sector leads. Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
  • Compile and analyse monthly complaints (for individual and all projects) and feedback by project, including sex and age disaggregated data. Produce monthly Feedback/Complaint reports to the MEAL Department.
  • Present complaints and feedback report (including trend analysis) monthly to all DRC staff at key DRC team meetings. Attend projects bi-weekly meetings (in coordination with HOP’s) and brief project teams on accountability issues.
  • Maintain an effective filing system for all the complaints and feedback (with filling codes) ensuring confidentiality and protecting beneficiaries’ identity at all times.
  • Supervise enumerators in the field while conducting assessments, site M&E and post-distribution monitoring as well as mid-term and end-line evaluations as required.
  • As required, participate in local Accountability and Learning groups to ensure collaboration and coordinate humanitarian accountability approaches.


Participation, Gender and Social Inclusion

  • Act as a focal point internally and externally to support the integration of participation, gender and vulnerable groups[1] as a crosscutting issue into DRC program design and all aspects of humanitarian action. Provide internal training as required.
  • Support the MEAL Expert to provide guidance and support to all DRC Project Managers to better incorporate accountability and gender equality into their work – including the provision of practical tools, information and resources.

Assist the MEAL Expert to consolidate and document lessons learned and best practices and share with relevant stakeholders pertaining to accountability, gender and social inclusion


Additional tasks

  • In addition to the above, the Accountability Officer may be asked to carry out other duties requested by the MEAL Manager. This position is based in Khartoum but will require frequent travel to the project areas.


 Minimum Qualification, Skills and Experience Required:

  • Bachelor degree in relevant field.
  • Minimum two (2) years of experience in a relevant position in humanitarian accountability, gender, social inclusion / protection issues and Monitoring, Evaluation, Accountability and Learning (MEAL)
  • Able to work on a high level with Word, Power Point, and Excel
  • Excellent report writing skills
  • Previous experience in an international NGOs and/or institution is a strong advantage
  • Excellent interpersonal skills and ability to work and deal successfully in multi-cultural environment
  • Committed, honest and eager to learn


All employees are expected to demonstrate DRC’ five core competencies:

  • Striving for excellence: You focus on reaching results while ensuring an efficient process.
  • Collaborating: You involve relevant parties and encourage feedback.
  • Taking the lead: You take ownership and initiative while aiming for innovation.
  • Communicating: You listen and speak effectively and honestly.
  • Demonstrating integrity: You act in line with DRC’s vision and values.

Proposed Contract Length

One-year contract starting 1st August 2019 with possibility for extension

This position is placed at Grade V Step I (Gross USD 603) of the DRC Sudan National Staff salary scale



All interested applicants are required to submit their CV with three references and reachable contact numbers, a letter explaining how their skills and experience meet the requirements of the job, plus copies of academics and experience certificates to the HAC Labour office within 12 days (deadline ……)& soft CVs can be submitted to the following e-mail: nuha.akasha@drc.ngo.


An assessment process will be conducted by DRC HR &Administration in collaboration with the HAC Labour office and only selected candidates will be notified.

Any queries regarding this post may be channelled through the below addresses and before the application deadline.






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