Jobe overview:

In the strategic period 2022-2025, NRC Afghanistan’s Country program will contribute to all three global objectives through integrated programming and advocacy to ensure Afghans facing, or at risk of, displacement have access to quality services and protection, make sure they are safe and can exercise their rights, and achieve pathways towards durable solutions relevant to the context. The NRC will also actively work towards all eight global sub-objectives ensuring quality, accountability, and learning in our response by evidence-based action and decision-making, ensuring the highest possible technical standards across core competencies, enhanced engagement with communities, and program development to anticipate emerging trends and find new solutions for the people we serve.

The Accountability Officer contributes to accountability to affected populations, quality programming, and organizational learning through the development and operation of NRC’s Complaints and Feedback Mechanism (CFM).

The Accountability Officer supports the MEL Manager in setting up the Accountability system and tools and ensuring the systems are implemented effectively, feedback is processed and dealt with according to the SOPs, and is used for learning and quality programming. This is achieved through the operation and improvement of a centralized accountability and feedback-handling system. Moreover, the Accountability Officer will play a key role in capacity building on accountability principles across the country program.

For more details about this position please click here: Job Description and NRC Grade Structure.

Generic Responsibilities:

1. Adherence to NRC policies, guidance, and procedures.
2. Ensure compliance with CFM tools, handbooks, guidelines, and standards.
3. Maintenance and operation of the CFM and referral system according to SOPs and guidelines.
4. Provide technical support and capacity building on the CFM and the referral system for project staff.
5. Assess, promote, and document suggestions for technical improvement and further development options based on the feedback received through CFM.
6. Promote the rights of displacement-affected populations in line with the humanitarian standards and the advocacy strategy.
7. Ensure NRC’s related activities are implemented under NRC Safe and Inclusive Programming (SIP) guidelines.
8. Report any breaches/concerns, confidentially, through NRC SCO reporting channels.
9. Promote and secure a safe working environment for reporting concerns/breaches, and that all cases reported are processed confidentially and sensitively.

Specific Responsibilities:

1. Receive complaints and feedback from Project Participants (PPs) on NRC feedback channels; log and enter data in the database, acting and following up on each case according to the SOPs.
2. Conduct monthly and quarterly analyses on the feedback received by area offices and CCs and share recommendations for program improvement.
3. Contribute to building awareness on knowledge of the CFM with programme and support teams in the country office and area offices, as well as among partner organizations.
4. Support the development of awareness-raising materials on the CFM for distribution among PPs and target groups.
5. Contribute to raising awareness on the complaint mechanisms in place among beneficiaries and target communities, as well as key external stakeholders.
6. Contribute to triangulation of the monitoring evidence through documenting and reporting feedback received through CFM.
7. Contribute to assessing the preferred feedback channels among PPs, to ensure that NRC CFM channels are relevant and trusted among the community.
8. Monitor the effectiveness and efficiency of the CFM, the level of satisfaction of users, and other aspects according to the SOP.
9. Conduct the mapping of the services available within the geographical area of responsibility, both internally and externally.
10. Maintain and improve CFM database, tracker, and other tools.
11. Prepare periodic analyses and reports (according to the SOP).
12. Organize and participate in monthly meetings with Core Competency staff and other units.

Generic Professional Competencies:

• 2-3 years of working experience as accountability.
• 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 principles of accountability to affected populations.
• Ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.
• Ability to analyze and integrate information from a wide range of sources.

Context-related skills: knowledge and experience (shall be adapted to the specific position):

• Knowledge of NRC programming in Afghanistan 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, ODK-based toolkits, and PowerBi is highly preferred.
• Excellent knowledge of English, both written and verbal.
• Knowledge of local languages, Dari & Pashto desired.

Behavioral Competencies:

• Analyzing
• Managing resources and optimizing results.
• Handling insecure environments
• Working with people
• Coping with change
• Planning and delivering results.

We Offer:

• Monthly Salary based on NRC Afghanistan Salary Scale.
• NRC has medical coverage for staff plus 4 dependents.
• Leave and Holidays according Afghanistan Labour Law.
• Top up Credit card every month.