World Vision Kurdistan Region in Iraq Office is looking for a highly qualified and motivated person for the position of Accountability Coordinator - Erbil.
PURPOSE OF POSITION:
The purpose of this position is to oversee and ensure consistent systematic receipt, processing and response to community feedback and complaints in the Syrian Crisis Response program (within Iraq) that come through various feedback mechanisms such as hotlines, help desk, suggestion boxes, outreach and other activities. The aim is to increase the level of accountability by World Vision to the communities with whom we work.
The position holder will report to the MEAL (Monitoring, Evaluation, Accountability and Learning) Manager and work closely with Humanitarian DME coordinator and field / project MEAL teams to provide technical guidance and review of accountability workload. The position is essentially a champion for affected peoples’ needs and rights in line with WVs’ commitment to upholding accountable to the disaster affected people.
Ensure field application of humanitarian accountability principles and standards.
Ensure information sharing channels are established and functional continuously to provide people in need / affected population better understanding on their rights, entitlements, registration, targeting / selection processes, access to other services, complaints & response mechanisms.
Ensure that complaints & response channels are established and functional, and reach out to all groups within the affected population. Ensure these channels are age, gender, nationality and ethnicity appropriate.
Ensure that internal systems and processes are in place to receive and act on sensitive complaints, especially on child protection issues, staff misconduct, corruption and fraud.
Ensure that all complaints are channeled internally and to partners for review and to be responded within 2 weeks with beneficiary satisfaction feedback.
Ensure that all complaints that are not addressed within two weeks, or sensitive feedback / complaints are followed up and escalated to management as outlined in the standards.
Conduct frequent spot-checks and verification visits to ensure the HA channels are functioning, resources and meet the HA standards required.
Ensure WV staff & partner staff are trained on HA concepts, tools and systems.
Work with sector specialist & project staff to mainstream HA within the project. This would include but not limited to reviewing and providing HA inputs to communication material, beneficiary selection processes, planning, implementation, monitoring and evaluation, community mobilization etc.
Compile and submit quality reports to MEAL manager for further consolidation and management decision making
Develop sector / project specific Information and awareness package and facilitate dissemination of this information with beneficiaries through established community, partner & public structures
Work closely with the Feedback & Complaints and MEAL field team to ensure that they have all the required information, material, and resources needed for their day-to-day work.
Work closely with the M&E team in a manner that complements each other’s roles and enhances accountability and the quality of the project.
Ensure a central database is maintained to document complaints and feedback received from all channels. Ensure that the database is updated and utilized on a daily basis.
Review all complaints & response mechanisms (CRM) on a periodic basis to ensure systems are relevant and efficient. This will include community and partner review meetings / assessments.
Ensure that the mobile technology is used widely across HA work for cost efficiency, real-time information & centralized data purposes.
KNOWLEDGE, SKILLS AND ABILITIES:
Creative and able to come up, embrace and coordinate innovative thinking, and problem solving skills;
Good analytical and writing skills;
Good interpersonal skills and, abilities to work as a team.
Effective in written and oral communication; in English.
Able to work under pressure and the of the changing organization procedures.
Computer literacy; Strong computer skills including Word, Excel, PowerPoint
Minimum One year of experience in relief work
Working with Syrian refugees and Iraqi IDPs a must
Ability to work extra hours whenever required in emergency situations and as situation demands.
60% Field and 40% Office.
World Vision is an equal-opportunity employer that values and respects the importance of a diverse and inclusive workforce and welcomes and supports all employees to achieve the maximum extent of their potential. Female candidates are particularly encouraged to apply.