Role Purpose
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 program, via capacity building, championing and supporting Implementation.
Key Areas of Accountability Set-up the management of Accountability structure:
Develop accountability framework structure for country programmes
Develop benchmark/indictor to monitor accountability across programmes
Provide extensive capacity building for staff and representatives on concept of accountability
Foster an environment of innovation and creativity in community participation especially child participation
Ensure accountability plans are developed and well coordinated with project staff.
Management of Complaint Response Mechanism (CRM):
Provide technical support to project team on implementation of CRM across all programmes
Ensure development of CRM plan for programmes
Ensure complaints are correctly lodged into the Central CRM database
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
Provide CRM Report on a quarterly basis to Head of MEAL for dissemination to SMT
Coordinate, consolidate and document lessons learned and best practices and share with relevant stakeholders.
Coordination with program team:
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.
Essential Skills, Qualifications and Experience
At least a Bachelor’s Degree in related field and 5 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
Desirable:
Good understanding of accountability principles in terms of donors and organisational management but critically also to beneficiaries.
Fluency in Hausa language, spoken and written
Apply via :
savethechildrenng.simplicant.com
