Assistant, Accountability and Effectiveness at International Medical Corps

JOB SUMMARY

• The Accountability and Effectiveness (A/E) Assistant supports the A/E team to ensure accountability mechanisms are in place at the country level, and that they are being implemented across all programs to fulfill IMC’s minimum accountability standards, especially regarding community engagement (including information sharing, beneficiaries’ meaningful participation, and feedback and complaints handling). This position also supports the A/E team to ensure protection mainstreaming mechanisms are implemented across all programs, ensuring that IMC programs are safe, effective, and accountable, and that these programs adhere to the four main principles of Protection Mainstreaming in all programs.
• With the support of the A/E Officer, the Assistant will be the primary person responsible for collecting and documenting feedback and complaints received through the country Community Based Feedback and Response Mechanisms (CBFRM). Additionally, this position will provide daily/weekly/monthly reporting on feedback and complaints and analysis on the utilization of various channels to their supervisor.
• To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.

MAIN TASKS AND RESPONSIBILITIES

Policies, Guidance, and Procedures

• • Support the A/E Manager and A/E Officer for reporting on AAP and CHS commitments.
• • Contribute to the creation of a positive image and overall credibility of the organization, notably through the application of the Code of Conduct, humanitarian principles, and the 9 Core Humanitarian Standard (CHS) commitments.

Safe and Accountable Programming Initiatives

• • Support A/E Manager and A/E Officer in the development of guidance to support country teams to establish/improve community-based communication plans to ensure systematic information sharing/communication with affected communities throughout the programming cycle, ensuring that affected populations can make informed decisions about the assistance they receive and be able to hold humanitarian actors to account from programmatic commitments, the expected behavior of humanitarian actors, and rights and entitlements inherent in humanitarian action.
• • Support A/E Manager and A/E Officer in the development of information sharing/communications plans and tools for disseminating messages to crisis-affected communities in simple, easily understood terms, and accessible and preferred languages and formats.
• • Participate in routine solicitation and collection of beneficiary feedback regarding IMC’s activities and stated commitments.
• • Support programs and operations to adopt approaches to ensure protection mainstreaming.

Project Design and Planning

• Support country offices to conduct protection risk assessments for affected populations, ensuring that program teams properly identify risks and generate mitigating measures, and to maintain an updated Protection Mainstreaming Action Plan.

• Support the completion of complementary AAP analysis/assessments, including, but not limited to stakeholder analysis, communication needs assessment, and community consultations.

Project Implementation

• • Support A/E Manager and A/E Officer in ensuring that AAP data is collected routinely throughout the project cycle (not just at project mid and endpoints, enabling corrective action).
• • Support A/E Manager and A/E Officer in ensuring tools and systems are in place for learning and decision making on the needs of crisis-affected groups, including disaggregation of all data, development of mainstream and specific indicators, specific research questions, and targeted recommendations in reports.

Community Based Feedback and Response Mechanism

• • Support A/E Manager and A/E Officer in maintaining local CBFRM, a systematic process to capture, monitor, resolve, and respond to feedback and complaints from crisis-affected communities.
• • Support the A/E Manager and A/E Officer with the implementation of methodologies to consult communities on their preferences based on the operational context.
• • Facilitate the solicitation and receipt of beneficiary feedback on the quality of IMC programs through dedicated channels and raise awareness of the channels among fellow staff and within the communities with which IMC works.
• • Receive feedback regularly from field offices through various channels (feedback boxes, WhatsApp, email/phone hotline, help desks, etc.) and enter data promptly into the central CBFRM database.
• • Assist in conducting field visits as necessary to monitor data collection and ensure proper placement of suggestion boxes and signage in supported facilities.
• • Support A/E Officer in maintaining and updating the CBFRM database, tracking all feedback and complaints from point of receipt through closure.
• • Support A/E Officer in reviewing, categorizing, and referring feedback to relevant internal departments and external service providers.
• • Support A/E Officer in processing all feedback/complaints and following up with relevant departmental focal persons to ensure that beneficiary complaints and feedback are properly addressed.
• • Support A/E Officer to ensure that complaints are systematically responded to, explaining IMC actions/decisions to resolve issues are communicated back to the individual/community who raised them.
• • Provide A/E Officer with reports on the status of the feedback system, caseload, and recommendations.

Data management systems

• • Enter data promptly and accurately into the CBFRM central database.
• • Ensure central CBFRM database is maintained, and data is analyzed for trends and disseminating findings.
• Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily comprehensive.

MINIMUM QUALIFICATIONS

• • Typically, a diploma in social sciences, public health, statistics, or international development, with experience or background in accountability to affected population, protection mainstreaming, and/or safeguarding. An equivalent combination of relevant education and experience may be substituted as appropriate.
• • Typically, a minimum of 2+ years of applied experience with a humanitarian organization and working with refugees/IDPs in humanitarian settings.
• • Demonstrated basic knowledge of accountability mechanisms.
• • Demonstrated strong experience with database entry and management.
• • Excellent understanding of the local context.
• • Personal and organizational skills, including time management and the ability to meet deadlines.
• • Ability to follow up with different departments.
• • Should be highly computer literate, with a good level of proficiency in Microsoft Office applications including Word, PowerPoint, Excel and Outlook.
• • Effective communicator, active learner, team player, and able to work effectively with people from various groups and backgrounds.
• • Demonstrated understanding of data collection methods.
• • Medium-level English proficiency (Speaking – Reading – Writing)
• • High-level COUNTRY-SPECIFIC LANGUAGE proficiency (Speaking – Reading – Writing).