Role and responsibilities

The MEL Accountability Officer contributes to accountability to affected population, quality programming and organisational learning through the development and operation of NRC’s Community Feedback Mechanism (CFM).

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

Generic responsibilities

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

Specific responsibilities 

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