Accountability Officer at Concern Worldwide

Job Summary:

Concern is committed to meeting international standards of quality and accountability. By improving accountability, we also improve quality of our work and achieve greater impact. Concern is committed to providing our stakeholders with safe, accessible and effective channels to exercise their right to raise complaints about our work and staff behaviour.

Main Duties & Responsibilities:

Programme Support/Management

1. Act as first contact points for all complaints and feedback received.
2. Development / adoption and contextualization of relevant handbooks/ manuals/ and policies to support implementation of accountability actions.
3. Developing training materials and conducting accountability related trainings
4. Accountability actions monitoring, lessons learning and reporting.
5. Promote and maximize awareness of Concern Kenya’s Complaints Response Mechanism (CRM) among communities and other stakeholders.
6. Technical support on accountability matters in program design, proposal formulation and donor compliance.
7. Promote and ensure compliance with the Core Humanitarian Standard (CHS) commitments and quality criteria
8. Manage the Concern Kenya Complaints Response Mechanism (CRM).
9. Ensure that the CRM is functional according to CRM guidelines including, receipt of complaints, recording complaints, forwarding complaints, responding timely to complainants, digital recording and archiving etc.
10. Ensure that all staff are familiar with the principles underpinning accountability, safeguarding and Concern’s Complaints and Response Mechanism (CRM)
11. Ensure that information about Concern’s commitments on accountability and safeguarding are disseminated among programme participants and other stakeholders.
12. Consolidate CRM reports and report to SMT
13. Support inquiries by providing advice on case assessment, support fact-finding as needed.

Responding to Emergencies:

1. Provide accountability support towards Concern’s Emergency response
2. Comply with Concern’s health, safety and security guidelines during emergencies
3. Programme Participant Protection Policy
4. To adhere to the standards of conduct outlined in Concern’s Code of Conduct. and its Associated Policies
5. To support and promote the standards outlined in the Concern’s Code of Conduct and its Associated Policies to schools, communities, partner organizations and beneficiaries, and be committed to providing a safe working environment.
6. To contribute to the establishment of preventive measures to reduce the potential for exploitation and abuse in Concern programme

Job Specification:

1. A graduate degree in Social Sciences, Community Development, Monitoring, Evaluation, Accountability and Learning (MEAL) or related discipline
2. At least 3 years experience and Knowledge in implementing the Complaints Response Mechanisms and Core Humanitarian Standards.
3. Experience dealing with sensitive matters in a highly confidential and discrete manner and ability to build/maintain trust.
4. Must have a high level of resilience with the ability to be impartial and remain calm under difficult circumstances.
5. Ability to interact with senior / technical staff and confidently provide information.
6. Experience in programme cycle management – planning, implementation, monitoring and evaluation
7. Excellent interpersonal, communication, organized, report writing, planning, analytical and problem solving skills
8. Excellent spoken and written English and Kiswahili.
9. Proficient in computer applications