Accountability Officer

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Under the direct supervision of Accountability Manager, the Accountability Officer is responsible for day-to-day implementation of the Community Feedback and Safeguarding Mechanism (CFSM), a strategic initiative of IRC Myanmar country program for client responsiveness. Main responsibilities are mostly related to Accountability of Affected People (AAP) and include administrative handling of feedback and complaints, routine recordkeeping, and communication and coordination. The position requires the ability to work closely with a multi-sectorial program team and to interact effectively with a wide variety of community members.

Major Responsibilities:

Management of client’s feedback and/or complaint

• Serve as point of contact/ and administer different feedback channels (e.g. hotlines, suggestion boxes, individual interviews).
• Acknowledge, receive and register feedback/complaints from clients of IRC’s assistance and the community members.
• Inform stakeholders about confidentiality policy, complaint-handling process, and timeframes.
• Handle routine questions and requests for information.
• Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
• Facilitate communication with complainants about case status and decisions.
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
• Provide beneficiaries’ information on third-party services available in the area.

Data Management and Reporting

• Handle entry, upload, and export of data, using designated software.
• Organize paper and electronic records for routine reporting in a timely manner.
• Ensure confidentiality and privacy of client feedback data management in line with existing IRC policies on data protection.
• Produce monthly and annual reports on CFSM data.

Community Awareness and Learning

• Coordinate and communicate with other CR team members throughout the country to share the best practices and challenges.
• Provide advice to the Accountability Manager on the development of visual materials for dissemination among beneficiaries.
• Ensure Feedback Mechanism briefings and information dissemination are provided on a routine basis to local field staff as well as community members.
• Support the conduct of or facilitate any required training for IRC staff and partners on Client Responsiveness.

Others

• Implement other activities related to the objectives of Yangon MEAL technical support unit, as assigned by Accountability Manager.
• Support large or complex assessment/evaluation activities as required.
• Support implementation of rapid needs assessments in the event of emergencies.

Key Working Relationships:

Position Reports to: Accountability Manager
Position directly supervises: N/A

What should you have?  

Education:

• Bachelor or equivalent degree in social science, public administration, gender, development studies or related fields

Work Experience:

• Minimum 2 years of experience in complaints handling, data collection, community engagement, and working on programs in a humanitarian UN/INGOs/LNGO context.
• Experience working with vulnerable, disempowered, and marginalized groups in the humanitarian sector.

Demonstrated Skills and Competencies:

• Excellent command of MS-Office software applications (Word, Excel, Access, Outlook, and PowerPoint).
• Ability to work under stressful conditions while maintaining perspective and a sense of humor.
• Willing to travel to program implementing areas, including hard-to-reach rural areas.

Language Skills:

• Must speak local languages, in addition languages to Burmese and English.

Remark:

• Local Candidates are encouraged to apply.

• The application will be considered on a rolling basis throughout the vacancy opening period and IRC take the right to finalize the application process before the closing date of the announcement. 

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

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