Role and responsibilities
The MEL Accountability Officer contributes to accountability to affected population, quality programming and organisational learning through the development and operation of NRCโs Community Feedback Mechanism (CFM).ย
The Accountability Officer supports the MEL Coordinator in setting up Accountability system and tools and ensuring the systems are implemented effectively, feedback are processed and dealt with according to the SOPs and are used for learning and quality programming. This is achieved through operation and improvement of a centralised accountability and feedback handling system. Moreover, the MEL Accountability Officer will play a key role in capacity building on accountability principles across the Area Office.
ย
Generic responsibilities
Adherence to NRC policies, guidance, and procedures. Ensure compliance with CFM tools, handbooks, guidelines and standards. Maintenance and operation of the CFM and referral system according to SOPs and guidelines. Provide technical support and capacity building on the CFM and the referral system for project staff. Assess, promote and document suggestions for technical improvement and further development options based on the feedback received through CFM Promote the rights of displacement-affected population in line with the humanitarian standards and the advocacy strategy. Ensure NRCโs related activities are implemented in accordance with NRC Safe and Inclusive Programming (SIP) guidelines. Report any breaches/concerns, in a confidential manner, through NRC SCO reporting channels. Promote and secure a safe working environment for reporting concerns/breaches, and that all cases reported are processed in a confidential and sensitive manner.Specific responsibilitiesย
Receive complaints and feedback from Project Participants (PPs) on NRC feedback channels; logging and entering data in the database, acting and following up on each case according to the SOPs. Conduct monthly and quarterly analyses on the feedback received by area office and CCs and share recommendations for program improvement. Contribute to building awareness on the knowledge of the CFM with programme and support teams in the area office, as well as among partner organizations. Support the development of awareness-raising materials on the CFM for distribution among PPs and target groups. Contribute to raising the awareness on the community feedback mechanisms in place among beneficiaries and target communities, as well as key external stakeholders. Contribute to triangulation of the monitoring evidence through documenting and reporting feedback received through CFM. Contribute to assessing the preferred feedback channels among PPs, in an effort to ensure that NRC CFM channels are relevant and trusted among the community. Monitor the effectiveness and efficiency of the CFM, the level of satisfaction of users, and other aspects according to the SOP. Conduct the mapping of the services available within the geographical area of responsibility, both internally and externally. Maintain and improve CFM database, tracker, and other tools. Prepare periodic analyses and reports (according to the SOP).ย Organize and participate in monthly meetings with Core Competency staff and other units.Competenciesย
Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following three categories:
ย Professional competenciesย
These are skills, knowledge and experience that are important for effective performance.ย
Generic professional competencies for this position:
Bachelorโs degree in (BA in social studies, development studies) or other related fields; 3-5 years of working experience as accountability/MEAL officer Experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context. Previous experience from working in complex and volatile contexts. Good knowledge and understanding of humanitarian standards, and principals of accountability to affected populations. Ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods. Ability to analyse and integrate information from a wide range of sources.Context/specific skills, knowledge and experience:
Knowledge of NRC programming in Ethiopia is desirable but not essential. Previous experience in handling complaints is an advantage. Mastery of IT tools (MS Office package, internet, e-mail, etc.). Great analytical skills, including knowledge of data analysis and visualization software. Expertise in excel, kobo collect/toolbox-based toolkits and PowerBi highly preferred. Excellent knowledge of English, both written and verbal. Knowledge of local languages is desired.Behavioural competencies
Working with peopleย Planning and delivering results Communicating with impact and respect Handling insecure environments The Norwegian Refugee Council (NRC) is a global humanitarian organisation helping people forced to flee.Join us in assisting millions of people in areas where others cannot, tackling some of the world's most dangerous and difficult crises. Bring your skills and dedication to an organisation recognised for providing high quality aid and for defending the rights of refugees and internally displaced people.
At NRC, we give responsibility to employees at all levels and foster professional growth and innovative teams. You can expect a supportive culture and an open dialogue with management. We are committed to diversity, equity and inclusion.
Together, we save lives and rebuild futures. Safeguarding is central to NRCโs work. We expect all employees to:ย โข treat everyone with respect and dignityย โข contribute to building a safe environment for allย โข never engage in any form of exploitation, harassment and specifically sexual exploitation, abuse and sexual harassment (SEAH)ย โข always report. NRC has a zero-tolerance approach to inaction against exploitation, abuse and SEAH
The Norwegian Refugee Council (NRC) Geneva leads NRCโs representation with the IASC and UN agencies, and coordinates donor engagement with the UN and Swiss donors. NRC strives to assist and protect vulnerable and displaced people during crises, especially in situations of conflict. Established in 1946, NRC is an independent, humanitarian, non-profit, non-governmental organisation working in around 31 countries with approximately 14โ000 staff. NRC employs a rights based approach, challenging those with responsibility to uphold the rights of displaced people set out within national and International Laws. NRC endeavorsย to secure the acceptance of local stakeholders for activities and is committed to the principles of humanity, neutrality, independence and impartiality.
NRC seeks to engage with all relevant actors in order to promote the full respect for the rights of displaced and vulnerable people; secure and maintain access for humanitarian operations and promote the achievement of durable solutions. NRC Geneva, with the Internal Displacement Monitoring Center (IDMC), are NRCโs primary presence in Geneva.