Project Description

FHI 360 is a nonprofit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in health, education, nutrition, environment, economic development, civil society, gender, youth, research, and technology– creating a unique mix of capabilities to address today’s interrelated development challenges. FHI 360 serves more than 70 countries, all 50 U.S. states, and all U.S. territories. FHI 360’s Crisis Response team has been responding to the humanitarian emergency in Northern Ethiopia through an integrated health, nutrition, WASH, and Protection program to improve the health of the conflict-affected population. Now will expand their reach to Eastern Ethiopia, the Somali Region working with Pastoralist Concern (PC) Organization an Ethiopia-based national organization.

Job Description

Major Duties/Responsibilities:

Under the guidance of the MEAL Coordinator, the Accountability Officer is responsible for providing technical support and leading FHI360’s accountability activities across all implementation regions (Tigray, Amhara, and Somali). The officer collaborates closely with MEAL officers, CFM focal points, and program staff in each region. This role includes contributing to the management of a centralized Complaints and Feedback Mechanism (CFM) within FHI 360 field offices across all regions. The Accountability Officer will ensure the establishment of clear and transparent rules for raising and processing complaints, and that these complaints are recorded and addressed by the relevant parts of the FHI 360 office within a reasonable timeframe. The officer will help ensure the quality of responses through capacity building and support for beneficiaries involved in responding to complaints. Additionally, the officer will use the information received through feedback channels to produce periodic reports and analyses to strengthen programming and increase overall organizational accountability.

The Accountability Officer will ensure that accountability is integrated into every aspect of the program and sectors, and that the four pillars of accountability are operational. The officer will also collaborate with sectors and implementing partners to establish new accountability mechanisms in new operational sites, communities, and IDP camps, ensuring that the CFM standard operating procedure is implemented. Furthermore, they will support the design and utilization of appropriate accountability tools and systems, conduct various surveys and assessments, and document experiences, best practices, and lessons learned.

KEY RESPONSIBILITIES AND DELIVERABLES

Information, and participation of the Communities

• Collaborate with project staff and FHI 360 partner to ensure that consultation and participation of program participants, beneficiaries, and the communities served by FHI 360 occur throughout the project cycle using appropriate methods, with a focus on gender, equity, inclusion, and diversity.
• Advise teams on the best methodological approaches to engage with communities and affected populations.
• Ensure that the community receives regular information about the complaint and feedback mechanisms, including their right to provide feedback and complaints and to receive responses.
• Ensure that up-to-date programmatic and other relevant information is available and shared with people in need through meetings, community leaders/committees, helpdesks, outreach activities, posters, flyers, audio messages, and other information-sharing platforms.
• Coordinate the provision of independent translation services as needed. Ensure that communication materials are crafted in languages and formats that are appropriate and accessible to all community members.
• Establishing and maintaining Complaint and Feedback Mechanism

Complaint and Feedback Mechanism (CFM) Assessment

• Lead the assessment of CFM needs with FHI 360 partners to determine appropriate mechanisms to establish in the Somali region.
• In collaboration with MEAL officers, conduct CFM effectiveness assessments at FHI 360 implementation sites to evaluate community perceptions, identify changes, challenges, barriers, and enablers, and suggest improvements for identified gaps.
• Identify the most suitable modalities for communication, reception, and response to feedback and complaints.

Implementing Complaint and Feedback Mechanism

• Collaborate with the MEAL Coordinator to ensure that CFM is integrated into the M&E plan, and that feedback and complaints are incorporated into program design, improvement, and decision-making processes.
• Work closely with the safeguarding focal point to establish and maintain internal systems and processes for handling sensitive complaints, particularly those related to safeguarding program participants from sexual exploitation and abuse, staff misconduct, corruption, and fraud.
• Ensure the implementation of FHI 360’s CFM in accordance with global and country Standard Operating Procedures (SOPs).
• Maintain the confidentiality of CFM data and information in compliance with FHI 360 Core Competencies.
• Serve as the primary contact for all CFM-related issues across all FHI 360 regions.
• Design and disseminate information related to CFM in communities, IDP camps, and host communities, ensuring that communication materials are accessible and appropriate for all.
• Coordinate the delivery of independent translation services as needed.
• Ensure that all complaints are logged, processed, and responded to in a timely manner, in accordance with FHI 360’s CFM SOP.
• Work closely with CFM focal points in communities and health facilities to provide timely responses to complainants.
• Immediately channel sensitive feedback and complaints through the appropriate processes, particularly those related to sexual exploitation and abuse, harassment, staff misconduct, corruption, and fraud.
• Monitoring and Reviewing Feedback and Complaints
• • Ensure that complaints not addressed within two weeks are escalated to management as necessary, following established standards.
• Maintain an effective record-keeping system for all complaints, including resolved and pending issues, correspondence, and related documents.
• Manage and maintain a central database for documenting complaints and feedback, ensuring daily updates and the use of Power-Bi for data analysis and visualization.
• Compile and submit accurate monthly reports to relevant programs/projects.
• Build staff and partner awareness and commitment to accountability, ensuring compliance with all SOPs and FHI 360 policies.
• Ensure that program information is shared with beneficiaries and communities, allowing for feedback in line with relevant guidelines and frameworks.
• Contribute to the documentation and sharing of M&E reports to facilitate evidence-based decision-making, both internally and with partners and donors.
• Support M&E teams in reviewing project information to ensure feedback and complaints inform program management decisions.
• Gather information on CFM program monitoring, progress, and quality to support ongoing activities.
• Conduct frequent spot-checks and verification visits to ensure channels are functioning, resourced, and meeting CHS/AAP standards.
• Periodically review all complaints, feedback, and response mechanisms to ensure systems are accessible, relevant, and efficient, including conducting review meetings and assessments with communities and partners.
• Actively participate in project review meetings by sharing trends and concerns from affected populations.
• Compile key findings and trends and submit reports for further consolidation and management decision-making.
• Ensure the establishment and functionality of CFM committee meetings in all FHI 360 field offices, with the participation of program participants.
• Ensure monthly and quarterly CFM review meetings with focal points in communities and health facilities, program staff, and senior management.

Capacity Building

• Communicate and disseminate CFM standards and guidelines within FHI 360, conducting training and capacity building for staff on topics such as CFM, Accountability to Affected Populations, and Protection from Sexual Exploitation and Abuse (PSEA).
• Ensure that accountability training is included in new staff orientation and provide semi-annual training for all staff, volunteers, and partners.
• Work with the MEAL team and program team in performing any other task assigned

Qualifications and Requirements:

Education:

• A bachelor’s degree or advanced degree in Humanitarian Studies, Statistics, Computer Science, Microbiology, Economics, Psychology, Sociology, M&E, or a related discipline,
• 0-2 years of proven experience in Accountability, particularly in humanitarian contexts. A solid understanding of integrated health, nutrition, WASH, and protection program delivery in resource-constrained settings is crucial.
• A master’s degree is an added advantage.

Experience and Skills:

• Comprehensive understanding and practical experience in safeguarding and accountability to affected populations.
• Proficiency in conducting surveys and assessments, including the development of qualitative and quantitative questionnaires.
• Strong background and skills in facilitating training, coaching, and mentoring staff.
• Competency in community complaint and feedback mechanisms, and community participation and engagement.

Knowledge, Skills & Attributes:

Technical Skills:

• Expertise in digital data collection tools such as Kobo Toolbox, ODK, and similar platforms.
• Extensive experience in both quantitative and qualitative data collection and management systems, with practical skills in SPSS, STATA, etc.
• Substantial experience in health, nutrition, protection, and WASH programming.

Field and Local Knowledge:

• Demonstrated local knowledge and field experience.
• Understanding of the UN Cluster System, as well as international and national minimum standards of services in humanitarian settings.
• Knowledge of humanitarian programs in Northern and Eastern Ethiopia specifically.
• Experience in project-level or state/national-level monitoring and evaluation system implementation.

Accountability and Community Engagement:

• Experience in accountability and feedback and complaint mechanisms.
• Experience working through systems of community participation and accountability.
• Interpersonal and Communication Skills:
• Ability to work well with others and maintain compatibility among project staff, subcontractors, consultants, and recipients of assistance.
• Ability to hold oneself accountable for making decisions and managing resources efficiently.
• Ability to manage tight deadlines and deliver high volumes of work with minimal supervision.
• High proficiency in written and spoken English, Tigrinya, Amharic, and Somali.
• Analytical and Problem-Solving Skills:
• Strong critical thinking and problem-solving skills.
• Well-developed computer skills.
• Ability to analyze and interpret data, identify errors, and prepare comprehensive reports.
• Capacity to troubleshoot problems and implement corrective actions as required.

Technology to be Used:

• Laptop, Microsoft applications (i.e., Office 365, SharePoint, Skype/Zoom/Teams), cell phone/mobile technology, and standard office equipment.

Travel Requirements:

• 20% – 30%

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.

Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.

FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

FHI 360 will never ask you for your career site username or password, and we will never request money, goods or services during the application, recruitment or employment process. If you have questions or concerns about correspondence from us, please email CareerCenterSupport@fhi360.org.

FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.

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