Job Purpose:

• The overall objective of this position is to support Concern in ensuring accountability in all of its programmes, The position holder will help the CRM TA monitor complaints and response mechanisms in the country programme and ensure Concern has up to date, functional and effective complaints and response mechanisms in place.

• This role will also focus on compiling and analyzing monthly CRM reports and provide regular staff capacity building on accountability.

CRM:

• Support the accountability & learning advisor in planning, implementation and monitoring of community feedback and complaints response mechanisms in country programme.

• Assist the accountability & learning advisor in training and capacity building of Concern staff that the CRM is understood and used at all levels.

• Conduct monitoring visits to ensure that CRM systems are in place at field offices and community levels.

• Support the engagement of programme participants on the CRM set up and review, ensuring that it is an appropriate and accessible system, exploring ways to empower programme participants to make ‘sensitive‘ complaints in particular and to facilitate focussed group discussions on unintended consequences of our programmes.

• Assist the Advisor in managing Concern’s CRM mechanisms, ensuring all complaints are registered and responded to in a timely manner and documented properly.

• Technically support the accountability Focal Points at field level in the production and submission of monthly CRM reports.

• Develop a strong network and maintain good professional relationships with the relevant stakeholders dealing with accountability at national level.

• Assist in the development and implementation of effective, innovative actions in accountability to improve CRM systems.

• Closely working with M&E team support in facilitating learning reviews and generating reports as required

• Compile and submit monthly CRM report to the Accountability & Learning Advisor.

• Compile quarterly and annual accountability and CRM reports and submit to Accountability & Learning Advisor for review and submission to PD and PQA team.

Other:

• Carry out any other tasks that are related to the role as requested by the immediate supervisor (Accountability & Learning Advisor) or the PD/PQA.

Gender Equity         

• Demonstrate understanding of Concern Ethiopia’s Gender Equality Strategy

• Contribute to ensuring that Concern Ethiopia is a place where men and women are treated equally and with  dignity and respect

• Demonstrate gender equality awareness and gender sensitivity and an ability to integrate a gender equality perspective into tasks and activities

Accountability

• In line with Concern’s commitments under the Core Humanitarian Standard (CHS):

• actively promote meaningful community participation and consultation at all stages of the project cycle (planning, implementation, M&E);

• work with relevant colleagues  to ensure that the Complaints and Response Mechanism (CRM) is functional and accessible, that feedback and complaints are welcomed and addressed; work with relevant colleagues  to ensure that information about CRM, safeguarding and expected staff behaviour is disseminated among programme participants and communities.

Emergency response       

• Concern is committed to responding to emergencies efficiently and effectively in order to help affected people meet their basic needs, alleviate suffering and maintain their dignity. To this end, when emergencies strike and the Ethiopian Programme is to respond, all staff are required to actively participate in the response, regardless of location and contribute to the efforts aimed at achieving the humanitarian objective of the organization.

Safeguarding

• Able to seek appropriate advice and report concerns, and feel confident that they have been understood.

• Understands local safeguarding structures and arrangements.

• Practises in a manner that seeks to reduce the risk of abuse, harm or neglect.

• Identifies and refers to appropriate services any other associated persons including carers, family members and children at risk.

• Able to document safeguarding concerns, and maintain appropriate record keeping, recording the wishes and views of the adult or child at risk, differentiating between fact and opinion.

Job Requirements

Personal specification

Education and experience:

• A minimum of two years’ experience working with an international NGO.

• A degree in Sociology, Monitoring and Evaluation, Development studies or related field.

• Experience in setting up, implementation and reporting of complaints and response mechanisms

• Experience in assisting staff capacity building and training

• A strong understanding of programme accountability tools, standards and requirements

• Excellent interpersonal and organizational skills; works well as part of a multi-disciplinary team. Adaptable to evolving work priorities and schedules.

• Willing to travel in remote locations for up to 40% of working time.

• Ability to communicate and write well in English.

• Open to learn and promote learning.

• Somali and/or Tigrigna language ability is preferable and added value (but not a must)

Competencies:

Desirable:

• Ability to work collaboratively with colleagues across the organization developing effective working relationships to deliver outstanding results for target beneficiaries.

• Good communication and report writing skills

• Ability to communicate effectively in both oral and written English.

• Ability to work under pressure and meet deadlines       

What we offer

• A competitive salary and benefit package

• Excellent medical benefits (100% cover including dependents)

• 20 days annual leave

• 26 weeks (paid) maternity leave, 18 weeks (unpaid) parental leave

How to Apply

Interested applicants should send non-returnable C.V., application letter outlining how their experience and education fit this vacancy, please note that no need to submit your supporting documents at this stage:

Interested applicants should apply through THIS LINK

Only short listed candidates will be contacted

Safeguarding at Concern: Code of Conduct and its Associated Policies

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking.

Women and people with disabilities are particularly encouraged to apply