Save the Children
Save the Children is the leading independent organization for children in need, with programs in over 120 countries. We save children’s lives. We fight for their rights. We help them fulfil their potential. Save the Children is working in Nigeria because one in five children in Nigeria dies before their fifth birthday. About 40% of children miss out on school and have to work to survive while nearly 2 million children have lost one or both parents to an AIDS-related disease.
We are recruiting to fill the position below:
Job Title: Accountability Officer
Job ID: 230001S2
Location: Damaturu, Yobe
Grade: 4
Post Type: National
Employee Status: Fixed Term
Team / Programme: Nigeria Country Office
Child Safeguarding
- Level 3- The responsibilities of the post may require the post holder to have regular contact with children or young people and, in the overseas context all posts are considered to be level 3 posts in view of potential situations which may allow staff unsupervised access to vulnerable children and young people.
Role Purpose
- To be responsible for working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
- This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
Scope of Role:
- Reports to: MEAL Coordinator
- Staff directly reporting to this post: CRM Assistants
Key Areas of Accountability
Objective 1: CRM Development, Support, Logistics and Coordination:
- Set up a Beneficiary Complaint and Response Mechanism for humanitarian projects
- Develop appropriate tools for capturing the complaints and feedback
- Train the relevant staff/beneficiaries on data management process of CRM system
- Ensure a proper filing system for all the complaints and feedback received through the helplines
- Receive, investigate and respond to beneficiary complaints under the direction and supervision of Program/field Managers
- 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/Field Manager
- Develop monthly CRM report
- Aggregate CRM data from the field to a summary CRM database
- Provide detailed summaries of complaints issues for operational meetings and forums.
- Identify complaint and other feedback trends which indicate where the Programs can improve.
- Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.
Objective 2: 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
- Other duties as directed.
Education and Experience
- Bachelor’s Degree in a relevant discipline (Health Sciences, Social Sciences, Development Studies or other)
- 1-2 years progressive experience working in a related position.
- Formal training in Accountability, Monitoring and Evaluation, Data Management, Data Quality Assurance (DQA) is an asset
Skills and Behaviours (our Values in Practice)
Accountability:
- Accuracy and timeliness in all areas of responsibility
- High level of accuracy in work, and ability to analyse complex sets of relationships and situations
- Holds self and others accountable
Ambition:
- Creating best-in-class EA function
- Future-orientated, thinks pro-actively
Collaboration:
- Working effectively with stakeholders to achieve common goals
- Excellent communication and interpersonal skills
- Builds and maintains effective relationships, with their team, colleagues, members and external partners
- Approachable, good listener, easy to talk to
Creativity:
- Designing more effective admin and data management systems
- Willing to take disciplined risks
Integrity:
- Honest, encourages openness and transparency, demonstrates highest levels of integrity
Skills & Experience:
- Administrative & General Skills
Knowledge and Skills:
- Skills and experience conducting data verification, analysis, reporting and monitoring
- Excellent interviewing skills
- Experience managing a CRM process
- Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events
- Competent and experienced in general office administration, coordination and logistics
- Excellent IT skills
- Fluency in Hausa, Kanuri and English language
- Good writing, editing and presentation skills
- Previous experience in facilitating trainings, workshops and events
- Excellent skills in oral and written communications
- Good interpersonal skills, ability to work in a multicultural team environment
- Strong quantitative and qualitative analysis skills are an advantage
- Strong organizational, planning and prioritization skills
Method of Application
Interested and qualified candidates should:
Click here to apply
Application Deadline 9th April, 2023.
