Save Somali Women Children
Job Description
Job Description
Save Somali Women and Children is an impartial, neutral and independent local organization whose Vision is to realize of a united Somalia that is peaceful, human-centered and genuinely democratic-where all are full participants to determine their own destinies. SSWC also endeavours to prevent suffering by promoting and strengthening humanitarian laws and principles both national and international.
Accountability Officer
About the Job
Based in Mogadishu, frequent travel to field the primary function of the Accountability officer is to provide technical guidance and supervision for the successful implementation of the project.
Main responsibilities are mostly related to Accountability and include administrative handling of feedback and complaints, routine recordkeeping, and communication and coordination. The position requires the ability to work closely with a multi-sectorial program team and to interact effectively with a wide variety of members.
Tasks and responsibilities
contribute to the development by providing technical guidance and supervision for the successful implementation of the project
Duties and Responsibilities
Management of client’s feedback and/or complaint
- Serve as point of contact/ and administer different feedback channels (e.g. hotlines, suggestion boxes, individual interviews).
- Acknowledge, receive and register feedback/complaints from clients of SSWC’s assistance and the community members.
- Inform stakeholders about confidentiality policy, complaint-handling process,and time frames.
- Handle routine questions and requests for information.
- Facilitate communication with complainants about case status and decisions.
- Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
- Analyze trends of the complaints and feedback received to help improve programming.
- Carry out additional accountability-related responsibilities and tasks as assigned by the MEAL Manager
- Any other tasks as requested by the MEAL Manager.
- Ensure respect for confidentially as well as Age, Gender and Diversity in all steps of the Complaints and Feedback Mechanism process.
- Follow up on pending complaints with the superiors.
Data Management and Reporting
- Handle entry, upload, and export of data, using designated software.
- Organize paper and electronic records for routine reporting in timely manner.
- Ensure confidentiality and privacy of client feedback data management in line with existing SSWC policies on data protection.
- Report back to the MEAL area teams and the MEAL manager on a regular basis regarding key feedbacks
- Produce monthly and annual reports on CFRM data Community Awareness and Learning
- Coordinate and communicate with other SSWC team members throughout the country for sharing best practices and challenges.
- Provide advice to M&E Manager on development of visual materials for dissemination among beneficiaries.
- Ensure Feedback Mechanism briefings and information dissemination is provided on routine basis to local field staff as well as community members.
- Support the conduct of or facilitate any required training for SSWC staff and partners on Client Responsiveness
Others
- Comply with security protocols and policies
- Consider security implications of all program activities, carefully reviewing new initiatives with program teams
- Maintain flexibility to take on added responsibility as and when needed
- Contribute to the positive image and overall credibility of the organization, notably through the application of the organization’s Code of Conduct
- Compliance & Ethics: Promotes and encourages a culture of compliance and ethics throughout Save Somali Women and Children. As applicable to the position, maintains a clear understanding of Save Somali Women and Children and donor compliance and ethics standards and adheres to those standards. Conducts work with the highest level of integrity.