Accountability Officer at Medecins Du Monde

Medecins du Monde (MdM) is an international humanitarian organization whose mission is to provide medical care for the most vulnerable populations, the world over, including France. It seeks to stimulate voluntary commitment from doctors, other health care providers, and from those whose expertise in other fields is needed for its activities, to enlist all competent support required for the achievement of its projects, and to seek at all times to encourage close working relationships with populations in its care. MdM operating in Nigeria, Borno state since October 2016.

We are recruiting to fill the position below:

Job Title: Accountability Officer

Location: Borno
Job type: Full-time

Main Responsibilities
Under the supervision of the Monitoring and Evaluation (MEAL) Supervisor, the Accountability Officer will be responsible for the following main activities by national and MdM procedures:

• Develop structure and methods for managing the feedback and complaints in the field
• Proper documentation and segregation of feedback and complaint response mechanism (FCRM) including complaints received, investigated and responded to while maintaining the integrity  of the information.
• Provide detailed summaries of complaints issues and feedback to the program team during monthly and quarterly meetings/reports.
• Routine Monitoring and Evaluation
• Others

Detailed Activities
Develop structure and methods for managing the complaints and feedback:

• Set up a Beneficiary Feedback and Complaint Response Mechanism for humanitarian projects
• Develop appropriate tools for capturing feedback and complaints
• Train the relevant staff/beneficiaries on the data management process of FCRM system
• Management of complaint and feedback mechanism (FCRM) database

Proper documentation and segregation of feedback and complaints response mechanism (FCRM:

• Ensure a proper filing system for all the complaints and feedback received through the helplines
• segregate feedback and complaints response mechanism (FCRM) data from the field to a summary complaint and feedback mechanism FCRM database
• Provide detailed summaries of complaints issues for operational meetings and forums.

Community meeting/information sharing:

• Conduct monthly community consultation meetings with community men, women leaders
• Provide adequate information using IEC materials and signposts at PHC facilities regarding all MDM activities

Investigated and responded to as well as provided detailed summaries of complaints issues and feedback to the program team during monthly and quarterly meetings/reports:

• Identify complaints and other feedback trends that indicate where the Programs can improve.
• Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.
• Receive, investigate, and respond to beneficiary complaints under the direction and supervision of Program/field Managers

Routine Monitoring and Evaluation:

• Support on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks
• Work with field teams to collect information on potential case studies and success stories
• Provide surportive function related toinformation management and other  M&E activities on the fiel

Other tasks:

• Follow up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues 
• Negotiate suitable resolutions to complaints with the beneficiaries under the direction of the Program Coordinator Meal Supervisor
• Develop monthly FCRM report.

Required Qualifications (Education / Languages / Work Experience)
Essential:

• University Degree in Social Sciences, Business Management, Public Health, International Development, Information Technology or Statistics or relevant related field
• Elevated level of confidentiality integrity, professionalism, accountability.
• Proficiency in Excel, Kobo Toolbox, Power BI.
• Good command of Microsoft Office applications (Outlook, OneDrive, Teams, etc.) and other relevant software.
• Strong reporting and communication skills
• Effective communication skills in English and Hausa (both oral and written) is required.
• At least 1 year of relevant work experience in M&E, or accountability in an NGO setting.
• Knowledge of the humanitarian context in Northeast Nigeria
• Experience working with the different principles of Accountability, CHS, IASC etc. including knowledge of the Sphere standard
• Experience in training and capacity building, especially in MEAL.
• Strong analytical skills, attention to detail, problem-solving skills.

Required Competencies:
Technichal Competencies (TC):

• High-Analytical skills.
• Accuracy and strong attention to details.
• Ability and confidence to communicate effectively at all levels of the organization.
• Knowledge of legal requirements, controls, and Risk Management.
• Apply exacting standards for quality of work and consistently achieve established goals.

Core Competencies (CC):

• Accountability.
• Teamwork.
• Communication.
• Technological awareness.
• Commitment to continous learning.
• Supervisory & Managerial Competencies:
• Building trust.
• Managing performance

Others:

• Be flexible in performing his/her duties
• He/she works under the supervision of the M & E Supervisor. The employee shall respect Médecins du Monde - France’s schedule and Terms and Conditions of Engagement for National Staff and is expected to be available anytime in order to answer to an emergency situation and be flexible and available beyond normal working hours if requested.
• Inform immediately the security focal point in case of any security problem
• Perform other additional duties on request of the Line, Functional or Technical Managers
• Because of the emergency relief nature of MDM’s work, working hours may be irregular and employees are expected to be flexible in their approach to working hours under emergency conditions.

Salary Range
N300,000 - N400,000 / month.

How to Apply
Interested and qualified candidates should send their CV and cover letter in the same document to: [email protected] using the Job Title as the subject of the mail.

Application Deadline 21st February, 2024.