• JOB TITLE: Officer, Country Accountability to Affected Population     
• JOB CODE / CONTRACT     
• LOCATION: Sana’a    
• COMPANY: International Medical Corps
• JOB FAMILY:  MEAL    
• JOB CATEGORY: MEAL – Yemen Mission
• REPORTING MANAGER: Country MEAL Coordinator    
• JOB LEVEL: Grade 1
• EFFECTIVE DATE: July 16 , 2023

JOB SUMMARY 

The Officer Accountability to Affected Populations (AAP) is responsible for ensuring accountability mechanisms are in place at IMC, that they are being implemented across all programs to fulfill IMC’s minimum accountability standards, especially with regards to community engagement; including, information sharing, beneficiaries’ meaningful participation, and feedback and complaints handling. The Position holder will support implementing the Community Based Feedback and Response Mechanisms (CBFRM), support the systematic collection, management, analysis, and reporting of beneficiaries' complaints, and will serve as the country focal point for all the feedback and complaints received through the hotline and other complaints collected and communicated through various established channels. S/he will follow up and collaborate with MEAL, the program, and senior management staff to ensure that the feedback loop is properly closed and beneficiaries are informed of the action taken and the result. Additionally, s/he regularly reports feedback and complaints to the MEAL Coordinator and manages the country office’s CBFRM database. Furthermore, the Officer will also contribute to the successful management of knowledge management and learning (KML) processes incorporating lessons learnt and best practices stemming from AAP activities, working closely with MEAL Coordinator, AAP/MEAL Lead, Assistant AAP and program staff.

IMC’s policies, guidelines, and procedures 

• Actively promote Prevention of Sexual Exploitation and Abuse (PSEA) standards within IMC and amongst its beneficiaries. 
• Contribute to the creation of a positive image and overall credibility of the organization, notably through the application of the Code of Conduct, humanitarian principles, and the 9 Core Humanitarian Standard (CHS) commitments. 
• Support the MEAL Coordinator, AAP/MEAL lead on the implementation of policies and procedures for monitoring, evaluation, accountability and learning and reporting AAP and CHS commitments. 
• Apply knowledge management and learning practices as detailed in the IMC MEAL manual and standards. 

Project Design and Planning 

• Support the country MEAL Lead to identify the budget and resources needed for AAP activities. 
• Support MEAL team in adapting needs assessments and planning to be more inclusive data collection from vulnerable and marginalized groups or appropriate key informants (women, children, older people, people living with disabilities, and other marginalized ethnic/social groups). 
• Support the completion of complementary AAP analysis/assessments, including, but not limited to, conducting stakeholder analysis, communication needs assessment, and/or community consultations 

MEAL systems 

• Support MEAL Coordinator, AAP/MEAL Lead in adapting and developing mixed-method (qualitative and quantitative) tools and approaches for promoting community engagement and meaningful opportunities to participate in decision-making, particularly in the inclusion of vulnerable groups. 
• Develop and pilot simple data collection tools based on AAP monitoring indicators alongside the MEAL team. 
• Ensure that AAP data is collected routinely throughout project cycle (not just at project mid and endpoints, enabling corrective action). 
• Support the implementation of a robust monitoring system for AAP initiatives. 
• Promote and incorporate considerations to the different needs of vulnerable groups, including people of different sex, age, and disability status, into all MEAL systems and activities. 
• Support or lead in the implementation of gender analyses and gender assessments as required, including data collection 
• Ensure AAP tools and systems are in place for learning and decision-making on the needs of vulnerable groups, including disaggregation of all data, development of mainstreamed and specific indicators, specific research questions, and targeted recommendations in reports. 

Accountability to affected populations 

• Based on community feedback and assessment data, identify, and utilize the best communication approaches to provide communities with relevant and actionable lifesaving information. 
• Develop tools and methodologies to routinely share timely, accurate and relevant information with communities. 
• Ensure accountability processes are fully in line with IMC AAP commitments, including IASC CAAP, CHS, and the Sphere Humanitarian Charter 
• Support AAP/MEAL lead in conducting periodic community consultations to gauge progress towards achieving AAP improvement plan objectives. 
• Participate in routine solicitation and collection of beneficiary feedback regarding IMC’s activities and stated commitments. 
• Carry out regular checks as part of monitoring to ensure information shared with communities is understood, relevant and useful, and updated, as necessary. 
• Travel to the field as necessary to ensure beneficiaries’ participation and monitor data collection 

Community Based Feedback and Response Mechanism 

• Attend the toll-free hotline, receive calls from beneficiaries and stakeholders during the weekdays (Sunday to Thursday, 8 am – 4 pm), and ensure that the hotline is fully functional. 
• Ensure that the CBFRM is functional as per organizational CBFRM Guidelines, including receipt of complaints, recording complaints, forwarding complaints, responding timely to complainants, digital recording and archiving etc. 
• Support, AAP/MEAL lead in developing and maintaining local Community Based Feedback and Response Mechanism (CBFRM), a systematic process to capture, monitor, resolve and respond to feedback and complaints from crisis-affected communities. 
• Support Associate Manager, AAP/MEAL lead with the implementation of methodologies to consult communities on their preferences based on the operational context. 
• Support AAP/MEAL lead in designing CBFRM channels with input from community members to ensure they are safe, non-threatening, and accessible to all (including women and men, boys and girls, and vulnerable and marginalized groups). 
• Support Associate Manager, AAP/MEAL lead that feedback is received regularly from the field offices through various channels (feedback boxes, WhatsApp, email/phone hotline, help desks, etc.) and is entered promptly into the CBFRM database 
• Serve as primary focal point to receive beneficiary feedback on the quality of IMC programs through the dedicated channels and to raise awareness of the channels. 
• Maintain and update the country CBFRM database, tracking all feedback and complaints from the point of receipt through closure. 
• Review, categorize and refer feedback to relevant internal departments and external service providers. 
• Oversee the processing of all feedback/complaints and coordinate closely with MEAL Coordinator, AAP/MEAL Lead to ensure that beneficiary complaints and feedback are properly addressed. 
• Ensure that complaints are systematically responded to, explaining IMC actions/decisions to resolve issues are communicated back to the individual/community who raised them. 
• Support in implementing and monitoring the CBFRM, accountability initiatives, and practices across the Mission. 
• Provide Associate Manager, AAP/MEAL lead with weekly/monthly reports on the status of the feedback system, caseload, and recommendations. 
• Support Associate Manager, AAP/MEAL lead in developing reports analyzing trends and capturing learning for senior management and program teams 
• Conduct periodic quality checks of the CBFRM database and documents to ensure compliance with IMC Procedures. 

Data Management Systems 

• Contribute to Development and testing of IMC central CBFRM database software to improve processes related to data organization, analysis, and reporting. 
• Contribute to the development of the country CBFRM online dashboard. 
• Facilitate CBFRM database troubleshooting and user requests. 
• Conduct routine quality checks of CBFRM database entries to ensure timely and accurate recording of community feedback and complaints, re-educating IMC staff as needed 
• Ensure central CBFRM database is maintained, and data is analyzed for trends and disseminating findings. 
• Support the Development of basic data management tools to capture AAP lessons learnt and best practices by working closely with MEAL Coordinator/Manager. 
• Support the Development of relevant database for tracking and documenting AAP activities (e.g., trainings community sensitization, consultations as well as subscription payment records). 
• Support the Development of project level AAP reporting and data flow map. 

Evaluation design 

• Support AAP components for internal and external evaluations and community consultations, to analyze the performance of AAP mechanisms in projects. 
• Contribute to the preparation of AAP components in project evaluation and facilitate the field level work. 
• Use quantitative, qualitative, and mixed methods of data collection in evaluating AAP aspects. 

Techniques for presenting information 

• Clearly communicate findings of accountability activities and reviews against targets set by the project using basic data visualization tools such as tables and graphs to represent data and information. 
• Support MEAL Coordinator, AAP/MEAL lead sharing findings from CBFRM and other participative forms of community engagement and feedback collection to incorporate into after-action reviews and lessons learned exercises. 
• Support the Development of high-quality case studies and lessons learned reports related to accountability activities. 
• Support the Development of information sharing/communications plans and tools for disseminating messages to crisis-affected communities in simple, easily understood terms, and accessible and preferred languages and formats. 
• Use PowerPoint or similar presentation software to share results of data analysis and monitoring. 
• Present AAP data in simplified yet informative formats, depicting disaggregated community perceptions on quality of humanitarian actions and accountability commitments. And depicting disaggregated results to ensure vulnerable groups are utilizing CBFRM. 

Capacity development and training 

• Deliver basic and intermediate level training to staff (handling of feedback and complaints, information sharing, participatory methods, use of tools and core concepts as they pertain to Accountability to Affected Populations and the CHS). 
• Plan, manage and deliver required CBFRM training to IMC staff and volunteers. 
• Identify gaps in staff knowledge of AAP concepts and skills and support Associate Manager, AAP/ MEAL lead in training and following up with building capacity of relevant country staff to ensure the integration of AAP best practices. 
• Assess the knowledge change of participants of trainings. 
• Organize/facilitate training to improve skills of staff pertaining to AAP and the implementation of the CHS. 
• Maintain staff training records, to ensure all staff in the mission receive CBFRM training. 

Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive. 

MINIMUM REQUIREMENTS

• Typically, a bachelor’s degree in social sciences, Information Technology, statistics, or international development, with experience or background in MEAL, Accountability to affected population 
• Typically, 2+ years of applied experience with a humanitarian organization and or working with refugees/IDPs in humanitarian settings. 
• Understand key concepts and commitments regarding accountability to affected populations (AAP) e.g., IASC CAAP, Core Humanitarian Standard (CHS) or similar humanitarian quality management initiative. 
• Knowledge of quality management and accountability initiatives, codes of conduct, principles and standards commonly used in the aid sector, in particular: 
  • The International Red Cross Movement and NGO Code of Conduct in Disaster Relief 
  • The Sphere Project’s Humanitarian Charter and Protection Principles 
  • The Minimum Standards for Age and Disability Inclusion in Humanitarian Action 
  • The Minimum Standards for Child Protection in Humanitarian Action 
  • The Secretary-General’s Bulletin on Special Measures for Protection from Sexual Exploitation and Abuse the International Red Cross Movement and NGO Code of Conduct in Disaster Relief 
• Strong training facilitation/presentation skills and/or experience with carrying out community level information education communication (IEC) campaigns. 
• Demonstrated knowledge of accountability mechanisms and experience dealing with sensitive matters in a highly confidential and discrete manner along with ability to interact with senior / technical staff and confidently provide information. 
• Basic understanding of MEAL processes (monitoring and evaluation) techniques. 
• Should be highly computer literate and have advanced skills in Microsoft Applications including, Word, and Excel, as well as Mobile Data Collection tools and visualization tools like Power Bi. 
• Capacity to think critically and analyze quantitative data. 

Additional Information

Travel Required:     15 % of Time
Scope (Financial / Non-Financial):
Key Contacts (Internal and External):
This job description is subject to review to ensure that it reflects the requirements of International Medical Corps.

Code of Conduct

As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of International Medical Corps’ and donor compliance and ethics standards and adheres to those standards. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment.  If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report.

If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and International Medical Corps’ policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.

Safeguarding

It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. 

Equal Opportunities  

International Medical Corps is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.
International Medical Corps never asks job applicants for a fee, payment, or other monetary transaction. If you are asked for money in connection with this recruitment, please report to International Medical Corps at the website provided at the end of this document. 

Website for reporting misconduct: www.InternationalMedicalCorps.ethicspoint.com. Please do not submit your CV or application to this website, it will not be considered for review