Accountability Officer

Job Posting Organization:
The Norwegian Refugee Council (NRC) is an independent humanitarian organization that assists people forced to flee. Established to address crises across 31 countries, NRC provides emergency and long-term assistance to millions of people each year. The organization advocates for the rights of displaced individuals and operates NORCAP, an expert deployment capacity that enhances international and local capabilities to prevent, prepare for, respond to crises, and recover from them. NRC also manages the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting and advocacy for internally displaced persons. NRC is committed to ensuring equal opportunities and aims for a diverse workforce in terms of age, gender, ethnicity, nationality, and physical ability.

Job Overview:
The Accountability Officer is responsible for the consistent implementation of systems that promote accountability of NRC to various stakeholders, particularly beneficiaries and communities where NRC operates. This role is crucial in integrating accountability into NRC's project cycle, especially in emergency contexts, and enhancing community participation, particularly for vulnerable groups and children. The officer will raise awareness in the community about various feedback management channels and ensure systematic documentation and management of feedback and complaints received through established channels. Timely reporting of these data and feedback to the accountability coordination is also a key expectation. The role involves capacity building of NRC staff in collaboration with the Accountability Coordination during the induction of new staff and briefings for existing staff, sharing relevant concepts of feedback management and lessons learned in accountability. The officer will also implement child-focused feedback management in projects targeting children and contribute to reporting issues faced by children in NRC activities, ensuring appropriate care in line with NRC's Child Protection Policy.

Duties and Responsibilities:

• Ensure the integration of accountability into NRC's project cycle, particularly in emergency situations, by enhancing community participation, especially for vulnerable individuals and children.
• Raise community awareness in NRC's intervention areas about various feedback management channels and ensure systematic documentation and management of feedback and complaints received through established channels such as hotlines, complaint management committees, suggestion boxes, meetings, discussion groups, and interviews.
• Timely transmit data and reports to the accountability coordination.
• Strengthen the capacity of NRC staff in collaboration with the Accountability Coordination during the induction of new staff and briefings for existing staff, emphasizing relevant feedback management concepts and sharing lessons learned in accountability.
• Implement child-focused feedback management in projects targeting children and contribute to reporting issues faced by children in NRC activities for appropriate care in accordance with NRC's Child Protection Policy.
• Participate in the design and improvement of feedback and complaint management tools and in the development of accountability-related project components based on field experience and lessons learned.

Required Qualifications:

• A Bachelor’s degree in Sociology, Law, Community Development, or a related field (Bacc +3).
• Willingness and ability to travel and work regularly in the field (outside the office).
• A minimum of 2 years of professional experience in a similar role or as an accountability assistant, PSEA, Protection, in complex and unstable humanitarian contexts.
• Proven results in fulfilling the responsibilities of the position.
• Experience as a trainer and in designing/facilitating training is desirable.
• In-depth knowledge of the humanitarian context in North Kivu province in general and Goma in particular.
• Proficiency in computer tools (Windows, Word, Excel, PowerPoint, etc.).
• Ability to work in a multicultural environment.
• Excellent organizational and communication skills; ability to work in a team.

Educational Background:
A Bachelor’s degree in Sociology, Law, Community Development, or a related field is required. This educational background is essential to understand the complexities of community dynamics and legal frameworks that govern humanitarian work, ensuring that the candidate is well-equipped to handle the responsibilities of the role effectively.

Experience:
A minimum of 2 years of professional experience in a similar role or as an accountability assistant, PSEA, Protection, in complex and unstable humanitarian contexts is required. This experience should demonstrate the candidate's ability to manage feedback and complaints effectively and to work in challenging environments, showcasing their adaptability and problem-solving skills.

Languages:
Proficiency in at least two national languages (Lingala, Swahili) is mandatory. Excellent written and oral communication skills in French are required, while English is considered an asset. This linguistic capability is crucial for effective communication with diverse stakeholders and for ensuring that feedback mechanisms are accessible to all community members.

Additional Notes:
The position may involve working in regions, countries, or areas with significant health, safety, and security" style="border-bottom: 1px dotted #007bff !important;">security risks. NRC takes these risks seriously and has procedures in place to mitigate known risks, although they cannot be completely eliminated. The organization is committed to ensuring equal opportunities and aims for a diverse workforce.