Job Detail

Welthungerhilfe it is one of Germany's biggest non-governmental relief organizations. Non-profit making, politically independent and non-denominational, the organization is run by a Supervisory Board of honorary members under the patronage of the President of the Federal Republic of Germany. Its work is funded by private donations and public grants. Welthungerhilfe is working since the 1980’s continuously in Afghanistan and opened the first offices in 1992. Since this time Welthungerhilfe has implemented some 165 projects in Afghanistan. Main fields of Welthungerhilfe intervention in Afghanistan are emergency relief, food and nutrition security, rural and regional development and water and sanitation

Purpose of The Position:                                                                                

Under the supervision of the MEAL Coordinator, the Accountability Officer is responsible for the implementation of activities related to the accountability of the affected population in the WHH’s intervention areas. The purpose of this role is to strengthen Welthungerhilfe’s feedback and response mechanism in line with the Complaint Response Mechanism Standard Operating Procedure ‘CRM SOP’. The Accountability Officer will be responsible for developing and applying humanitarian accountability standards in WHH’s project/program and partner organizations in the target areas.  This includes contributing to the update of WHH´s CRM SOP and developing the relevant tools and guidelines and monitoring/supporting their successful implementation. This position entails a strong partner staff capacity building and follow-up.

Main Responsibilities:

• Responsible for the implementation of WHH’s CRM SOP across WHH programming areas.
• Develop accountability tools, methodology, procedures, and guidelines, particularly on CRM and accountability in coordination with the MEAL coordinator
• Responsible for continuous development and improvement of CRM SOP and accountability tools, in coordination with the MEAL coordinator
• Manage CRM Assistants to ensure complaints are correctly and timely lodged into the CRM tracker and shared with the respective teams for proper handling, and stakeholders are communicated with in a dignified manner regarding their feedback
• Work closely with the WHH Information Management Officer to develop an online-accessed CRM database to safely store, enter, track, and analyze incoming complaints and feedback while ensuring data protection protocols are respected
• Take proactive measures and actions to increase the community’s feedback and complaints and use effective communications and approaches to ensure that stakeholders' voices are heard properly
• Ensure that different communication means are accessible to all program/project stakeholders (especially members of marginalized communities) and are relevant to the context and local culture support and follow-up project/program team for the application of the recommendations  based on the findings of any accountability activities
• Support the MEAL/CRM Assistants in providing on-the-job, off-the-job training and mentoring activities and help them in handling complaints properly
• Responsible for informing WHH senior management immediately in case of sensitive complaints received as per the WHH’s CRM SOP
• Review the feedbacks and complaints  tracker on a weekly basis to ensure that data is cleaned and updated and raise any concerning points to the MEAL Coordinator
• Develop training materials for CRM as well as outreach materials for better reflection of beneficiaries’ feedback/complaint
• Provide technical support to WHH’s staff and partners on the implementation of CRM including a review of all existing partner CRM systems
• Deliver CRM training to WHH’s project/program staff as well as a Partner organization staff and make sure all partners are aware of any updates regarding CRM SOP and other tools used for accountability
• Ensure that WHH’s team and partner organizations are using developed tools and follow the procedures properly by continuous mentoring and on-the-job training
• Assist partner organizations to set up complaints management systems, such as complaint tracking sheets, and ensure that all complaints are tracked and resolved on time
• Assist partner organizations to present complaints, feedback, and information sharing reports (including trend analysis) on regular basis as a lesson learned
• Regular analysis (on a monthly/quarterly basis) of complaints and ad-hoc analysis as requested by the MEAL Coordinator and provide CRM reports and presentations on a monthly/quarterly basis to the respective field management teams, the MEAL Coordinator, and senior management
• Present relevant CRM findings and trends in Program team meetings
• Any other tasks assigned by the line supervisor

Reports to: MEAL Coordinator

• The applicants should complete & submit only the WHH Recruitment Form with resume to the following email address (Candidate can download form from http://www.acbar.org/applicationform)
• HR Database will not accept only resume of applicant.
• Only application send to below address will be considered. Applications send to any other address even within the organization cannot be considered.
• Please put the vacancy number and job title in your email subject or otherwise your email will reject from resume database.

afg.kab.hr@welthungerhilfe.de