Project Officer – Accountability at Catholic Relief Services (CRS) Full Time

Job Title: Project Officer – Accountability

Job ID: 2200003M
Location: Maiduguri, Borno
Job Type: Full-time
Shift: Standard
Schedule: Regular
Job Level: Day Job
Travel: Yes, 20 % of the Time
Job: Program Management

Job Summary

• The Accountability Officer will be the primary support person on Accountability, will build capacity, monitor performance against accountability standards, and, crucially, will, in the first instance be the first point of contact for beneficiary complaints.
• As such the Accountability Officer will maintain a role and mechanisms based on the highest integrity which beneficiaries will trust. Your service and community relations skills ensure that the local partners and communities feed into and benefit from the project that consistently applies best practices and continuously works towards improving its impact.

Roles and Key Responsibilities
Periodic review of accountability practices:

• In collaboration with programming and MEAL staff, review and refine accountability practices on a periodic basis and address any gaps or challenges that arise.
• Build capacity of all staff, partners and project participants on accountability standards
• In coordination with Program Managers, develop training and refresher modules that ensure that all participants have an in-depth understanding of Accountability and are equipped to apply it in their working lives.
• Facilitate training for all required personnel using appropriate language, adult learning methodologies and materials.
• Establish orientation curriculum on accountability for new staff in CRS.
• Maintain records of training participation and submit to MEAL Program Manager as required.
• Work with the rest of the Response Team to ensure CRS accountability standards are included in staff orientation sessions, with a particular focus on CRS Program and Operational staff, and all staff members from partner organizations.

Ensure all beneficiaries are aware of the key elements of CRS’ accountability policy and procedures and the expectations and standards required of CRS staff and partner staff, and how this should be applied within their roles:

• Develop Accountability IEC materials in language that can be widely understood (including people with low levels of literacy) by CRS’ program participants in NE Nigeria
• In coordination with Project Managers, facilitate, or support others to facilitate, awareness sessions and promotion of Accountability in a way that can be widely understood by program participants
• Maintain records of Accountability awareness raising and promotion activities, including numbers of participants, and submit to Program Manager as required

Maintain and strengthen the Feedback Response Mechanism (FRM) which ensures all beneficiaries can make confidential complaints and be confident in response processes:

• In coordination with program staff and partners and in consultation with program participants, design FRM that all beneficiaries can safely access. The FRM could be used to promote accountability to beneficiaries of CRS and partners staff behavior against the CRS’ values as well as HAP standards
• Develop standard talking point and Frequently Asked Questions (FAQ) align to nature of feedback in collaboration with MEAL Coordinator and Program Managers.
• Monitor complaints received and response (follow up) processes through developing and maintaining a logging or tracking mechanism
• Adapt and improve the CRM based on monitoring of its effectiveness
• Remembering confidentiality, with the Program Managers, analyze patterns and trends in complaints to help CRS improve its programming
• Prepare weekly and Quarterly reports presenting the learnings from the feedback receive, per project
• Ensure that feedback is routinely recorded, reviewed and responded timely align with feedback mechanism guidelines.
• Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
• Support and mentor/coach Accountability Assistance and Hotline Assistance in CRM and database management/reporting.
• Ensure maintenance of feedback database
• Support the coordination and monitoring of project activities at the field level, ensuring implementation schedules are met as per the detailed activity plan, and that adherence to systems for quality project implementation are strengthened.
• Coordinate communication and facilitate information sharing among the project team, implementing partners, and project beneficiaries at the community level to assist local partners in strengthening the community interest, involvement and support networks.
• Liaise with various community stakeholders and mobilize them to ensure full involvement of community leaders, community representatives, and local government representatives in the overall implementation and improvement of project activities.
• In coordination with the project team support capacity building events for community representatives.
• Coordinate, monitor, and report on volunteer activities.
• Compile data provided at the community level as per project requirements and contribute to the preparation of reports.

Supervisory Responsibilities:

• Accountability Assistant.

Key Working Relationships:

• Internal: Feedback Officer, Feedback Assistant, MEAL Officers, Program Manager.
• External: Community Members, Partner Staff.

Basic Qualifications

• Bachelor’s Degree required. Experience may substitute for education
• 4 to 6 years of work experience in project support. Experience in the field of Accountability and for an NGO would be a plus.
• Additional education may substitute for some experience.
• Experience in participatory action planning and community engagement.
• Experience monitoring projects and collecting relevant data preferred.
• Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint).

Preferred Qualifications:

• Experience in participatory action planning and community engagement.
• Experience monitoring projects and collecting relevant data preferred.
• Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint).

Knowledge, Skills and Abilities

• Observation, active listening and analysis skills with ability to make sound judgment
• Good interpersonal skills and the ability to interact effectively with diverse groups
• Proactive, results-oriented and service-oriented.

Required Languages:

• English and Hausa required. Kanuri is strongly preferred.

Travel:

• Must be willing and able to travel up to 20%.

Agency-wide Competencies (for all CRS Staff):
These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship.

Application Closing Date
1st March, 2022.

Note

• Nigerian Nationals Only.
• All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.
• Qualified females are strongly advised to apply.
• Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.
• Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
• All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.
• CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.
• CRS is an Equal Opportunity Employer.