Job Description

Job Title: Accountability Manager

Reports to: MEAL Coordinator 

Direct reports: FCRM Interns

Job Location: Mogadishu /Hargeisa - with travel to other locations such as Afgoye, Bardhere, Baidoa, Belet Hawa, and Dollow.

Contract Details: One-year contract (renewable subject to funding) with three months’ probation period

Job Purpose:

The Accountability Manager will be responsible for overseeing the development, implementation, and management of an effective feedback, complaints and reporting mechanism. The role will involve reviewing and maintaining channels for programme participants, staff, partners and stakeholders to provide feedback and raise complaints, ensuring that concerns are addressed promptly and appropriately. The Manager will also be responsible for analyzing feedback data, identifying trends, and producing monthly and quarterly reports to inform organizational decision-making and improve programme delivery. S/he will also be responsible for supporting programme teams to understand their responsibilities in documenting and referring complaints and feedback to appropriate persons in line with Concern’s FCRM Guidelines

Main duties & Responsibilities:

1. Review and Development of an Effective FCRM

• Following the FCRM review carried out in December 2023/January 2024, support the rollout of recommendations for improving the Concern FCRM
• Support in review of appropriate forms, formats and databases for FCRM data entry, storage and analysis.
• During programme inception periods, conduct field visits to understand the preferred feedback modalities for women, men, boys and girls in target communities. Design additional channels if needed and possible
• Monitor the effectiveness of the FCRM and suggest improvements to ensure it meets Concern standards and participants’ needs

2. Management of the FCRM

• Plan and conduct regular field visits and use various participatory methods to collect participant feedback verbally and record it into the FCRM Database with support of interns
• Support in managing the hotline number and record feedback received; cascade other acceptable platforms to programme participants
• Support in inputting beneficiary complaints into the complaints database (Monthly), reporting and seeing through to completion by forwarding them to the relevant persons for resolution as per Concern’s guidelines.
• Ensure that feedback is provided to users of the FCRM and that the feedback loop is closed

3. Technical Support and Guidance

• Support Concern and partner staff with inductions and refresher trainings on the FCRM, so that they know their roles in raising awareness, collecting and documenting complaints and facilitating referrals – and their limits in terms of investigations

4. Coordination and Representation

• Coordinate with partner teams on FCRM integration, and ways of working/referrals
• Represent Concern in consortium meetings and to external stakeholders as needed, to present FCRM findings, trends and actions

5. Data Analysis and Reporting

• File FCRM data gathered so that it is easily available to independent evaluators, management team for review and timely decision-making
• Support visualisation of FCRM data for ease of interpretation and analysis, including for example Power BI dashboards or Excel sheets
• Support teams to document lessons learnt arising from the FCRM including compilation of field stories and case studies
• Provide support in preparing of monthly and donor reports, providing inputs on accountability and FCRM related aspects
• Hold monthly and ad hoc meetings with Programme Coordinators (and the CMT if needed), to provide analysis of reporting trends and raise issues
• Support reporting to donors and consortia as per contractual requirements
• Ensure adherence to Concern’s data protection policy and standards within the FCRM

6. Other Responsibilities

• Line Manage FCRM interns and support them in executing their mandate and responsibility as per the FCRM guidelines
• Support and monitor the application of the relevant Core Humanitarian Standards (commitments 1 and 5 especially).
• Raise awareness on Concern’s Code of Conduct and associated policies (namely the Programme Participant Protection Policy, Safeguarding Policy and Anti-Trafficking in Persons Policy), within Concern team, and externally with programme participants, partners and stakeholders.
• Any other ad hoc duties as may be assigned by the Line Manager

Responding to Emergencies:

ü  Participate and contribute as necessary towards Concern’s Emergency response as and when necessary

ü  Comply with Concern’s health, safety and security guidelines during emergencies

Programme Participant Protection Policy

ü  To adhere to the standards of conduct outlined in the Programme Participant Protection Policy and Concern Code of Conduct

Experiences and Qualifications

Person specification:

QUALIFICATION AND EXPERIENCE:

Essential:

• Minimum Bachelor Degree in Social Science, Development studies, Law, Humanitarian Studies, or related subjects
• Advance Certificate and/or short courses in FCRM and Safeguarding
• Experience of implementing feedback and complaints mechanisms, including familiarity with digital platforms and tools
• A minimum of 2 years of work experience in a relevant position with INGOs
• Excellent written and spoken English and Somali
• Good knowledge of the local context
• Effective communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders
• Excellent analytical skills and an ability to interpret data and generate actionable insights
• Knowledge of the Common Humanitarian Standards (CHS) benchmarks
• Ability to work both as part of team and independently with minimal supervision
• Experience in community participatory methodologies
• Willingness to travel within Somalia as per programme requirements

Desirable:

• Good understanding of the principles of project cycle management and project implementation
• Good understanding of M&E frameworks or monitoring plans
• Experience in data collection methods i.e. HH interviews, Key Informant Interviews (KII) and Focus Group Discussions (FGD)
• Knowledge of Somali dialects such as Maay, Benadiiri

Disclaimer Clause

This job description is not exhaustive and may be revised by the line manager from time to time.

Skills Required

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