Job Detail

Job Porpuse

The Humanitarian Accountability Officers reports to the Accountability Coordinator in registering and following up the complaints/feedback that will be shared by WVA beneficiaries through World Vision Afghanistan’s accountability channels. In addition, she will be responsible for supporting the Accountability coordinator in fulfilling the field-level accountability needs of the projects and will follow up with project focal points, accountability mechanisms are rolled out and contextualized in the Humanitarian and Development project in World Vision Afghanistan. The position holder will work closely with the different Project Managers to ensure that the Accountability Mechanisms are functional, staff capacity is built in order to operationalize the accountability systems, and to ensure that complaints and feedback from the communities WVA’s serves is responded to. The Humanitarian Accountability officer will work closely with the MEAL, Ops, Programme teams for designing adequate reporting and information sharing mechanisms.

Major Responsibilities 

Support in designing and implementing the Accountability System

1. Work closely with the Accountability Coordinator in designing and rolling out the Accountability system for all World Vision Afghanistan (WVA) projects (Information sharing, consultation, participation, feedback and complaint mechanism)

1. Conduct regular meetings to project sites to make sure that accountability related information is provided to communities and World Vision International Programme Accountability Framework is thoroughly followed
2. Establish all accountability channels in coordination with Zonal MEAL Coordinators (e.g. hiring of help desk officers)
3. Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV hotlines and other CRMs and feedbacks are handled adequately
4. Coordinate with different departments to ensure complaints are handled well as per CRM Matrix definitions
5. Set up adequate system for internal and external referrals maintain and update CRM Matrix on a regular basis
6. Coordinate with MEAL Manager and Programme team in order to ensure Accountability is included in new proposals (indicators, budgeting issues, activities, etc.)
7. Review and update Accountability SoP for World Vision Afghanistan to improved system functionality. Coordinate with regional, DMT and other units to make sure relevant feedback is considered.

1. Coordinate with other units to make sure that toll free hot line is maintained and functional including information sharing with the beneficiaries as well as monitoring of performance of the provider company
2. Handling of the Accountability Complaints Response Mechanism (Hot-line)
3. In close coordination with Accountability coordinator ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.
4. Ensure that any feedback or complaint provided through Hotline is entered promptly into the Complaints and Response Mechanism database and reported to the relevant WV staff as per CRM Matrix.
5. Ensure that all complaints are channelled internally and follow up with M&E officer responding to pending issues, provide support as needed, and communicate progress back to beneficiaries.
6. Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point.

1. Analyse programmatic data for evidence of deficiencies or lack of compliance with governmental regulations.
2. Ensure that all complaints that are not addressed within two weeks, or sensitive feedback / complaints are followed up and escalated to management as outlined in the standards.

Data management and Reporting:

1. Compile and submit timely reports on a monthly basis and ensure coordination with MEAL team (especially National and Zonal MEAL Coordinators) members for accurate dissemination. Quarterly accountability reports are shared with SMT and SLT for improved decision-making
2. In coordination with Accountability coordinator contribute to any Global or Regional reporting requirements for accountability (e.g. annual safeguarding CRM reporting)
3. Attend project and other NGOs meeting / training and jointly develop activity plans
4. Work with Accountability coordinator in Coordinate with AWAAZ and represent WVA to register projects and respective locations with them to establish information exchange related to complaints registered by WVA beneficiaries.

1. Ensure that all information related to complaints is properly recorded and that the logbook/ database is clean
2. With coordination of your line, manager and safeguarding focal point ensure that sensitive feedback and complaints are channelled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption and fraud)
3. Ensure that all CRM systems are functional and are able to retain confidentiality of the people who provide feedback or complaints by regular physical verifications and by other means appropriate and approved.
4. Ensure that the supplies / resources are available for the different CRM’s to function without interruption. (Printed forms, secured suggestion boxes, mobile units, etc.)
5. Compiles analyse and disaggregate monthly complaints and feedback by project, gender and age etc.
6. Ensure that daily, weekly and monthly CRM reports are prepared and shared with the supervisor and other relevant staff.
7. Periodically check the filing of feedback / complaints in order to ensure compliance with the Accountability and CRM standards and requirements.

1. Perform follow-up report recommendations and needed corrective action procedures to promote accuracy and operational efficiency.
2. Establish and maintain operator files and records.
3. Translation of Accountability related documents in local languages.

Other:

1. To train projects staff and projects stake holders on CRM, and its usage.
2. Attend and participate in capacity building training locally and internationally.
3. Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager.
4. Display high commitment to confidentiality.
5. Address beneficiaries’ feedback and complaints in a professional manner and provide accurate information on CRM
6. Adhere to WV Child and Adult Safeguarding policy and standards.
7. Adhere to WV accountability standards and SoP.
8. Keep close coordination with Accountability coordinator and MEAL Manager about accountability issues.

1. Perform other task that would be assigned by line supervisor.