Overall purpose of the role:
- The Accountability Officer will be
responsible for ensuring the quality and accountability of DRC’s program
in Kenya through the effective processing and management of the Feedback
and Complaint Response Mechanism (FCRM) and strengthening accountability practices
as defined by the Country Office Accountability Plan for Kenya program
through working with DRC and Partners’ teams.
Responsibilities:
Accountability and Learning 70%
- To manage the day-to-day functions of the
Feedback and Complaint Response Mechanism (FCRM) by working closely with
MEAL Assistants and MEAL Officers.
- To ensure all complaints received to the
FCRM are timely provided with a response in collaboration with Program
Teams and the Code of Conduct Committee.
- To ensure FCRM Channels e.g. hotlines,
WhatsApp, email, and FCRM Boxes are working properly and accessible to the
People of Concern (PoC) as per DRC mandate.
- To regularly update the FCRM focal points
referral system and ensure complaints are handled through appropriate
channels confidentially and safely.
- To facilitate the development,
implementation and review of the CHS Improvement Plan for DRC Kenya with
the relevant program and support units.
- To produce monthly analytical reports on
FCRM and share them with relevant program units and partners for
organizational learning and continual improvement.
- To lead the FCRM-Program regular and
periodic meetings and ensure the actions are documented, and followed up
and resulted in a mutual improvement to strengthen accountability to the
affected population within DRC and partner organizations.
- To develop content for FCRM
awareness-raising among PoC and design attractive IEC materials e.g.
posters, brochures and business cards in collaboration with Communication
Officer and make sure they are disseminated by all means to the public.
Capacity building 20%
- To coordinate and liaise with DRC Kenya
teams and partners to improve accountability practices generally and FCRM
accessibility for program participants, including establishing a broad
understanding of the full function of the FCRM amongst the communities we
work with, DRC staff, partners and suppliers. This includes conducting
formal training, refreshers and field visits.
- To conduct regular visits to the DRC and
partners’ operation areas and ensure relevant program staff are refreshed
on accountability principles by organizing training and feedback sessions.
- To support partner organizations in
building their accountability mechanisms and establish proper channels for
FCRM.
Monitoring & Evaluation 10%
- To ensure the awareness, accessibility
and responsiveness of DRC Kenya FCRM is regularly monitored and improved
through all monitoring and evaluation activities happening within the
organization.
- To closely work with MEAL Officers on
collecting feedback from PoC on DRC FCRM and accordingly develop and
implement corrective action plans.
Experience and technical competencies:
- University degree in social science or
relevant fields or equivalent professional qualification.
- 4-5 years of experience with the
humanitarian sector in accountability, MEAL or relevant fields.
- Working skills of MS Office Package
- Data analytical skills (analysis and
visualization)
- Fluent English language skills (Speaking
and Writing)
Education:
- A Bachelor’s Degree in
Statistics/Information management Sciences, MEAL or related field
- Fluency in written and spoken English is
essential.
How To Apply