Accountability Assistant 1

Oxfam Novib

The Accountability Assistant is responsible for managing complaints and feedback from program staff and beneficiaries in the field, ensuring the integrity of information received. This role involves managing the feedback database, documenting and aggregating data, and providing detailed summaries of complaint issues to feedback the program team during team meetings/ and monthly reports. Additionally, the Accountability Assistant supports the documentation and dissemination of lessons learned, best practices, and success stories to enhance program quality and accountability. And any other MEAL assignments.

Implementation of Community Feedback and Response Mechanism (CFRM) Strategy:

• Assist in implementing the Community Feedback and Response Mechanism (CFRM) strategy
• Ensure Timely Response and Resolution by Outlining the processes for prompt and appropriate responses to feedback and complaints.
• Collaborate with program staff to ensure that program activities are accountable in three key dimensions: transparency and information sharing, effective feedback mechanisms, and community involvement in decision-making.

Promotion of Community Feedback and Response Mechanisms:

• Develop visual materials and organize community engagement sessions to raise awareness about CFRM.
• Train Community-Based Volunteers (CBVs) to act as focal points for collecting and managing feedback from the community.
• Encourage active participation and inform the community about the positive impact their feedback can have on our Oxfam KEDV response.

Receiving and Acknowledging Feedbacks:

• Serve as the focal point for the CFRM, receive feedback through various channels, including online forms, hotlines, or face-to-face meetings, surveys, MEAL activities or Help desk during distribution.
• Facilitate Community meeting or focus groups discussions to gather feedback on the effectiveness of the complaint handling process and address collective concerns raised by the community.
• Thoroughly record all feedback into designated systems or databases with high accuracy and ensure proper categorization.
• Refer feedback with relevant program teams and partners and ensure follow up
• Uphold data security and adhere to regulatory compliance.
• Define response timeframes based on issue complexity and communicate them to stakeholders.
• When investigation or consultation is necessary, acknowledge the receipt of feedback and provide estimated response times.

Feedback Follow-up and Updates:

• Ensure prompt acknowledgment and follow-up on all received feedback. Keep the community informed about the actions taken in response to their feedback and any updates or improvements made.
• Generate monthly reports summarizing feedback received, actions taken, ongoing issues and recommendation.

Others:

• Deliver any other responsibility related to MEAL, delegated or assigned by the line manager, including but not limited to:

• • Follow up the implementation of the short-term humanitarian projects MEAL plans.
  • Enter and update data into designated MIS systems or databases with high accuracy.
  • Support baseline, PDM, and endline data collection activities.
  • Assist in training enumerators on data collection tools and MEAL processes.
  • Provide logistical support for Monitoring visits MEAL workshops or training sessions.