Accountability Officer

Tasks and responsibilities

1. Management of the Feedback and Complaint Response Mechanism (FCRM)

• Ensure all complaints and feedback are captured properly and adequately with the relevant information (including managing the dedicated hotline).
• Ensure a proper timely and confidential response to all feedback and complaints received, in compliance with relevant guiding principles and the established procedures.
• Liaise with referral focal points (RIMS) to ensure accountability’s coordination and guarantee that beneficiaries are provided with timely and appropriate access to comprehensive assistance and care, especially when dealing with cases at high risk or extremely vulnerable.
• Develop and maintain a secure and confidential complaint and feedback database and records that considers safety of the complainant for sensitive complaints (sexual exploitation and abuse, child abuse, corruption, and breach of AVSI code of conduct).
• Conduct Focus Group Discussions and field visits with beneficiaries and target communities to collect feedback and complaints.
• Consult beneficiaries and target communities for feedback on the complaint mechanisms and the referral system in place, as well as for referring identified protection issues.
• Contribute to the development of specific Standard Operating Procedures (SOPs) to run the complaint and feedback mechanism.

1. Training and Facilitation

• Raise awareness on the complaint mechanisms in place among beneficiaries and target communities, as well as key external stakeholders.
• Attend information orientation sessions (IOS) to disseminate knowledge on the feedback and complaints response mechanism.
• Support the MEAL Manager in providing training on accountability and the feedback and complaint response mechanism.
• Enhance community engagement through community participation and information sharing as well as contributing to establishing an effective system that can feed back into projects design, implementation, monitoring, and evaluation.
• Support the development of gender- and age-sensitive awareness materials on the feedback and complaints response mechanism in place.

1. Reporting, Communication, and Information sharing

• Provide regular reports on complaints to the MEAL and Project Managers.
• Contribute to information sharing mechanisms to improve transparency and participation.
• Work closely with Education and Livelihoods teams to support with collecting, collating, presenting and otherwise managing information for accountability related reports.
• Conducting regular field visits to AVSI project locations to monitor the implementation and visibility of FCRM.
• Support MEAL Manager on developing a strategy for FCRM promotion internally and externally.
• Ensuring transparent communication of information sharing of AVSI actions build on previous beneficiary’s consultations and participation.