• Application Deadline: Sun, 9 Apr 2023 00:00:00 GMT
• Position: Accountability Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 2 years


• Location Yobe


• Job Field NGO/Non-Profit  , Project Management 
  

Key Areas of Accountability

CRM Development, Support, Logistics and Coordination:

• Set up a Beneficiary Complaint and Response Mechanism for humanitarian projects


• Develop appropriate tools for capturing the complaints and feedback


• Train the relevant staff/beneficiaries on data management process of CRM system


• Ensure a proper filing system for all the complaints and feedback received through the helplines


• Aggregate CRM data from the field to a summary CRM database


• Provide detailed summaries of complaints issues for operational meetings and forums.


• Identify complaint and other feedback trends which indicate where the Programs can improve.


• Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.


• Receive, investigate and respond to beneficiary complaints under the direction and supervision of Program/field Managers 


• Follow up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues 


• Negotiate suitable resolutions to complaints with the beneficiaries under the direction of the Program/Field Manager 


• Develop monthly CRM report

Routine Monitoring and Evaluation:

• Support on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks 


• Work with field teams to collect information on potential case studies and success stories


• Other duties as directed.

Education and Experience

• Bachelor’s Degree in a relevant discipline (Health Sciences, Social Sciences, Development Studies or other)


• 1-2 years progressive experience working in a related position.


• Formal training in Accountability, Monitoring and Evaluation, Data Management, Data Quality Assurance (DQA) is an asset

Skills and Behaviours (our Values in Practice)

Accountability:

• Accuracy and timeliness in all areas of responsibility


• High level of accuracy in work, and ability to analyse complex sets of relationships and situations


• Holds self and others accountable

Ambition:

• Creating best-in-class EA function


• Future-orientated, thinks pro-actively

Collaboration:

• Working effectively with stakeholders to achieve common goals


• Excellent communication and interpersonal skills


• Builds and maintains effective relationships, with their team, colleagues, members and external partners


• Approachable, good listener, easy to talk to

Creativity:

• Designing more effective admin and data management systems


• Willing to take disciplined risks

Integrity:

• Honest, encourages openness and transparency, demonstrates highest levels of integrity

Skills & Experience:

• Administrative & General Skills

Knowledge and Skills:

• Skills and experience conducting data verification, analysis, reporting and monitoring 


• Excellent interviewing skills


• Experience managing a CRM process


• Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events


• Excellent skills in oral and written communications


• Good interpersonal skills, ability to work in a multi-cultural team environment


• Strong quantitative and qualitative analysis skills are an advantage


• Strong organizational, planning and prioritization skills 


• Competent and experienced in general office administration, coordination and logistics 


• Excellent IT skills


• Fluency in Hausa, Kanuri and English language


• Good writing, editing and presentation skills


• Previous experience in facilitating trainings, workshops and events