Catholic Relief Services a Development Organization is seeking qualified, experienced, and highly motivated Accountability Officer who will manage ACER II’s Feedback and Response Mechanism (FRM). The FRM aims to strengthen project accountability by providing a channel for community members to raise questions, suggestions, and concerns about the project and services received and by outlining actions to be taken in response. You will ensure all cases are addressed and closed appropriately, provide continuous sensitization to project staff, partners, and the communities on accountability and safeguarding, and monitor additional data collection needs related to project accountability. You will be working directly with local partners and community members, coordinating, as needed, various monitoring, evaluation, accountability, and learning (MEAL)-related project activities and events in support of Catholic Relief Services’ (CRS) work to serve the poor and vulnerable. Your service and community relations skills ensure that the local partners and communities feed into and benefit from the project that consistently applies best practices and continuously works towards improving its impact. You will provide consistent and high-quality service and contribute to the proper stewardship of resources to help ensure operational effectiveness in support of high-quality programming.

The position is based in Bamenda/Cameroon

Primary Responsibilities:

· Lead the implementation of the project’s feedback and response mechanism (FRM), actively seeking and responding to feedback from all members of targeted communities and other stakeholders as defined by the FRM.

· Conduct continuous sensitization and capacity building with project staff, partners, participants and communities on accountability and safeguarding principles and on how to use the project’s FRM.

· Monitor and resolve any deficiencies detected in FRM channels, including telephone numbers/hotline(s), suggestion boxes, feedback registers, and complaint forms/ face-to-face reporting. Ensure all applicable parties have access to these reporting channels.

· Lead the entry of complete and detailed feedback into CommCare database and ensure all cases are addressed and closed appropriately. Compile, analyze, and write weekly tallies and monthly reports related to the project’s FRM.

· Resolve cases that can be dealt with immediately, work with MEAL Project Officer and/or Project Coordinator to resolve more complex cases, and escalate any sensitive cases, as defined by the FRM.

· Support the coordination and monitoring of project MEAL activities at the field level, ensuring implementation schedules are met as per the detailed activity plan, and that adherence to MEAL-related systems for quality project implementation are strengthened.

· Coordinate communication and facilitate MEAL and FRM-related information sharing among the project team, implementing partners, and project participants at the community level to assist local partners in strengthening community interest, involvement and support networks.

· Liaise with various community stakeholders and mobilize them to ensure full involvement of community leaders, community representatives, and local government representatives in the overall implementation and improvement of project FRM and wider MEAL activities.

· Contribute to program learning by posing thoughtful questions, reflecting upon and sharing with project management the information gathered from community members and partners.

Qualifications and Experience:

· Bachelor’s Degree in Statistics or related field required. Additional experience may substitute for some education.

· Minimum of two to three years of relevant field-based experience in community development, mobilization, MEAL / and or reporting is

· required, preferably with an international NGO. Volunteer experience will be considered.

· Experience in developing and managing accountability mechanisms; experience working in emergency context a plus.

· Ability to work independently, under pressure, to plan and prioritize work with minimal supervision

· Additional education may substitute for some experience.

· Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint).

Personal Skills

· Good time management skills with ability to work on multiple tasks

· Strong customer service orientation with good communication and interpersonal skills

· Strong critical thinking and creative problem-solving skills with ability to make sound judgment.

· Strong relationship management skills with ability to influence and get buy-in from people not under direct supervision and to work with individuals in diverse geographical and cultural settings

· Independent work ethic and ability to complete tasks with minimal supervision.

· Strong written and verbal communication skills with ability to write reports.

· Proactive, results-oriented, and service-oriented.

· MEAL skills and experience preferred.

· Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint), Web Conferencing Applications, information management systems.

Required Travel: Must be willing and able to travel up to 40% within country required as needed.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.