Accountability and Learning Officer At World Vision

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Position title: Accountability and Learning Officer

Location: Azaz

Job Purpose

The purpose of this position is to support the implementation of activities related to Accountability to affected populations (AAP) at the field and strategical levels and mainly in its aspects related to sharing information and transparency, handling complaints and feedback mechanisms, consultation, and participation across his/her area of intervention. The position holder will report to the Humanitarian Accountability and Learning Coordinator and work closely with the MEAL officers and the project team to support the development of information provision materials, feedback, and complaints handling. The Accountability and Learning Officer will also contribute and provide guidance and support to the MEAL department in developing Accountability plans, systems and activities for all projects in the Jordan targeted areas by providing technical support to the MEAL officers in order to enable them to conduct accountability assessments, developing information provision materials, conducting beneficiaries’ satisfaction surveys, community consultation and handling the complaints response mechanism. The position is essentially a champion for refugees’ needs and rights and aligns with WV’s commitment to be accountable to disaster-affected people.

Major Responsibilities

1. Activity

• Support on developing accountability plan through guiding and providing technical support to the MEAL officers to
• Facilitate dialogue with colleagues, partners, and communities to achieve a shared understanding of and commitment to accountability principles and practices,
• assess community preferences and needs to inform the design of contextually-appropriate accountability processes and plans and share outcomes/results with communities, colleagues and partners,
• develop a contextualized accountability plan in collaboration with colleagues, partners, and communities, and verify the alignment of the accountability plan with the World Visions standards’ Programme within the WVSR portfolio.
• Guide and support on assessing community preferences and needs to inform the design of contextually-appropriate accountability processes and share outcomes/results with communities, colleagues and partners.
• Conduct frequent spot-checks and verification visits to ensure the HA channels are functioning, resources, and meet the HA standards required.
• Ensure WVI field staff & partner staff are trained on HA concepts, tools and systems at the field level.

2. Information Provision

• Ensure the implementation of the plan for sharing information according to the information needs and preferences of community stakeholders and adjust accordingly.
• Revise information provision materials and methodologies to communicate and share information and concepts to ensure clarity, accessibility, inclusiveness, creativeness, and diversity formats so that they are easily understood by community stakeholders, especially marginalized groups, including children.
• Support and ensure effective collaboration between MEAL officers and other relevant colleagues to collect relevant and accurate organizational and Programme information that will be shared openly with communities, stakeholders and partners per WVSR HA SOPs.
• Ensure MEAL staff and operations staff communicate and share information and concepts in a clear, accessible, inclusive, innovative, and diverse preferred format so that community stakeholders can easily understand the information being shared.

3.Consultation and Participation

• Plan consultation and participation methods, tools and processes that relate closely to stakeholder interests, motivations and relationships using contextualized, practical, participatory community-based techniques and tools and embed effective consultation and participation methods in interventions throughout the project/programme cycle.
• Initiate consultation and participation of beneficiaries in developing and implementing accountability systems by leading accountability assessments for all new project areas.
• Support MEAL officers to initiate community consultation sessions as required, to discuss with community stakeholders and identify critical decisions in the project’s life to ensure that they are consulted.
• Provide technical support to Project Managers to adopt participatory project implementation approaches.

4. Feedback and Complaint Management

• Guide and support on establishing functioning and accessible feedback and complaints mechanisms across all projects through working with community stakeholders to design contextually-appropriate feedback and complaints mechanisms that are accessible, safe, fair and appropriate for WVSR projects.
• Ensure that internal systems and processes are in place to receive and act on sensitive and serious complaints, especially on child protection issues, staff misconduct, corruption and fraud.
• Refer the received feedback and complaints to relevant stakeholders and departments regularly, follow up on internal complaints and feedback referrals with appropriate offices and sectors, and respond to raised pending issues. Escalate serious complaints to senior management.
• Oversee JWVSR complaints and feedback database and keep up-to-date records to generate reports anytime.
• Provide technical guidance to learn from and improve feedback and complaints methods by periodically reviewing them for relevance, appropriateness and effectiveness, in close collaboration with communities within WVSR targeted areas.

5. Capacity Building of Partners and Staff

• Conduct capacity assessments with partners and WV staff to assess the current status of their accountability systems
• Sensitize community members about their right to information, to be consulted, participate and provide feedback and complaints, balanced with a responsibility to support solutions
• Participate in developing tailored training materials and train the relevant staff and partners on effective accountability systems, including the data management process of the CRM system, information provision, consultation and participation.

6. Evaluate and Improve Accountability Strategies

• Support monitoring and implementing n of accountability guidelines and plans within WVSR targeted areas.
• Interact and network with other agencies and accountability initiatives to share experiences and challenges
• Systematically gather and analyze data related to accountability practice using several methods, including quarterly satisfaction surveys, adding accountability indicators to new programmes to identify key areas of strength and weakness and making recommendations for and addressing accountability strategies and practice colleagues.

Other :

• Carry out additional responsibilities and project tasks as assigned by the Accountability Coordinator
• Support in strengthening the learning culture within WVSR

7. Reporting

• Ensure actions/responses made on the feedback and complaints are communicated back to the communities
• Provide detailed summaries of complaints issues for operational meetings and forums and develop monthly trends analysis and accountability reports.
• Provide on-site technical support to colleagues and community stakeholders as appropriate.

Knowledge/Qualifications for the Role

1. Required Professional Experience

• Must have a minimum of three years of experience in MEAL, especially in emergency contexts and grant funding.

2. Required Education, Training, License, Registration, and Certification

• Bachelor’s degree preferably in the field of social sciences, public health, nutrition, statistics or development studies
• Thorough knowledge of writing technical HA reports is essential.
• Thorough knowledge of Sphere, Core humanitarian standards, child rights, human rights, DNH, HAP & DAC evaluation criteria is essential.
• Thorough knowledge of the humanitarian operations coordination, cluster operations, and major donor M&E requirements is essential
• Fluency in speaking English and Arabic is required
• Good report writing skills in English and information dissemination skills are required
• Detailed oriented and able to verify data quality

3. Preferred Knowledge and Qualifications

• A minimum of 3 years of experience in Accountability to Affected Populations, especially in emergency contexts and grant funding, is critical.
• Proven experience in establishing a fully functional MEAL system for programs supported by bilateral & multilateral international donors serving more than 50,000 beneficiaries within a period of 12 months.
• Proven experience in leading Surveys (mixed methodologies) from the design stage to report writing.
• Proven experience in staff and partner capacity building
• Proven experience in Experience in coordinating Accountability
• Proven experience in managing and implementing Humanitarian accountability systems.
• Previous engagement with the Syria Crisis response in Turkey, Syria, Lebanon, Jordan & Iraq can be an advantage

4. Travel and/or Work Environment Requirement

• The position requires 50% of the time in the office and 50% in the field.
• Position requires willingness and ability to continue functioning during a crisis, including during a World Vision response to a man-made or natural disaster.
• The position requires availability and willingness to work outside regular office hours occasionally.

5. Language Requirements

• Excellent written English, with fluency in speaking Arabic and English.
• Ability to write excellent quality reports in English is required.

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