CRM Accountability Associate at Jireh Doo Foundation (JDF) – Maiduguri, Borno and Makurdi, Benue

Jireh Doo Foundation is recruiting two full-time CRM Accountability Associates in Maiduguri, Borno State, and Makurdi, Benue State. They will establish confidential complaint, response and accountability systems for humanitarian programmes.

Duties and Responsibilities

• Establish and implement an effective accountability framework that supports upward and downward accountability of JDF programming in all locations.
• Establish and strengthen a Complaint, Feedback and Response Mechanism (CRFM) in each location on the highest levels of integrity, which beneficiaries will trust, ensuring they can make confidential complaints.
• Coordinate all accountability issues as they arise across JDF project implementation.
• Monitor and evaluate complaints received and initiate a response (follow-up) process through developing and maintaining a tracking mechanism.
• Regularly update the CRFM database and provide timely updates to project staff based on the nature of the feedback.
• Ensure that feedback is recorded, reviewed and responded to in a timely manner and in line with feedback mechanism guidelines.
• Act as the point of reference for beneficiaries’, staff and stakeholders’ complaints.
• Ensure quality documentation, communication, reporting and visibility of JDF and donors.
• Analyse patterns and trends of complaints received to help improve programming.
• Generate periodic reports and ensure the reports are shared with project teams.
• Conduct periodic field visits to ensure that accountability systems are in place and the necessary support is provided at field level.
• Review accountability systems periodically and update any changes if deemed necessary in consultation with the Program Coordinator, MEAL Manager and Project Managers.
• Support compilation of monthly, mid-term and final reports as per donor requirements.
• Participate in internal and external meetings related to humanitarian accountability.
• Lead in developing a responsive, functional and appropriate feedback mechanism that can improve current project implementation and guide future programming.
• Ensure proper documentation of all reports, success stories and relevant project files using both physical and electronic methods.
• Facilitate adherence to all donor requirements in project implementation, including compliance in visibility, reporting and success-story documentation.
• Other responsibilities as assigned by the manager.

Qualifications and Experience

• Minimum of a Bachelor’s Degree in a relevant discipline (Social Sciences, Development Studies or other).
• Minimum of 2 years post-NYSC progressive experience working in a related position.
• Formal training in Accountability, Monitoring and Evaluation, Data Management or Data Quality Assurance (DQA) is an asset.
• Fluency in English and local languages (must be able to speak Hausa).
• Good interpersonal skills and ability to work within a team setting.
• Independence, adaptability and flexibility.
• Excellent communication skills including report writing and IT skills.
• Excellent skills in organisation and information dissemination.
• Essential computer literacy (Word, Excel and internet).
• Service orientation and understanding of humanitarian operations principles, standards and best practices.

Knowledge, Skills and Abilities

• Ability to prioritise and handle multiple tasks simultaneously.
• Advanced computer skills, including the ability to type quickly and to use Microsoft Office products, email and the internet.
• Ability to maintain confidentiality for sensitive issues or projects and use judgement to execute duties and responsibilities.