Job Description
Technical lead for development and management of accountability structures and systems across the country program.
The role is responsible for ensuring fully embedded practical and effective mechanisms for accountability to children within the country programme, via capacity building, championing and supporting Implementation.
Key Areas of Accountability Set up of Accountability Structures:
Facilitate accountability assessments and implementation planning
Capacity building of Program/Project team and partners on concept, use, role and management of CRM
Support field staff to set up and manage accountability mechanisms.
Support partner organizations in setting up accountability mechanisms
Ensure accountability features in, and is resourced in, all new proposals
Provide technical support for Child Participation processes throughout the program cycle
Maintain overview of/coordinate the implementation of the accountability work plan by Accountability Focal points and other Save the Children and partner staff, and monitor effectiveness of the mechanisms set up.
Management of Central Complaints Response Mechanism:
Establishment and smooth functioning of the central Complaint Response Mechanism (CRM)
Coordination with field office MEAL teams, program teams and partner staffs for raising awareness on CRM
Manage toll free number and other means of CRM and ensure all CRMs (hotline, complain box, hoarding board) are functional at State, LGA and community levels
Manage Complaints and Response Mechanism Central Database; aggregate complaints/feedbacks from field level databases into the central complaints database.
Periodic supervision of all CRM personnel to ensure complaints are logged in a professional and timely manner and beneficiaries are communicated with the in a dignified manner regarding their complaints/feedback
Support MEAL Coordinators/Accountability focal points conduct quarterly survey for Complaints Satisfaction Assessment
Maintain confidentiality in case of serious complaint lodged through CRM and share with proper channel.
Provide CRM Report on a monthly basis to Head of MEAL for dissemination to SMT.
Design and Monitor Information Sharing Platforms/Product Dissemination:
Develop and monitor implementation of the CO information Sharing plan
Support identifications and development of appropriate information sharing products and systems for projects/field offices
Create & update organizational profile that includes information on all project in the country program.
Coordination with Program Team on CRM:
Provide timely reminder to the concerned program staffs for the completion of actions agreed in the action plan tracker related to CRM
Ensure that Program Staff handle complaints as per CRM Design specifications and are sharing the information with team members
Facilitating in holding the team and partners accountable to deliver on their responsibilities regarding CRM
Support Program Team and Verification and Investigation Committee for verification of complaints registered & Ensure the timely resolution of the complaints & completion of CRM database.
Support MEAL Coordinator/Officer for field verification of all project related output monitoring data.
Skills & Experience
At least a Post Graduate Degree in related field and10 years of professional experience.
Previous experience with other local and international NGOs
Advanced computer literacy (MS Office applications, web-based applications and advanced statistical package utilization e.g SPSS,STATA-12,DHIS etc)
Good interpersonal skills and influencing skills
Ability to work within a team setting
Independence, adaptability and flexibility
Experience in or understanding of programme accountability principles
Commitment to championing community and partner points of view
Very good listening and facilitation skills – capable of managing and facilitating group discussions with programme participants, children, parents/caregivers, local officials, partners and all levels of staff
Ability to work in partnership with government and other NGO’s staff
Ability to mobilise people – to develop and maintain relationships with staff and communities to ensure their participation in Save the Children’s ways of working
Knowledge and experience of child safeguarding policies and procedures
Fluency in English and Hausa, spoken and written.
Interested candidates should apply on Save the Children’s career website.
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