1. Roles and Responsibilities 

As a humanitarian organization, ORGANIZATION must remain accountable to the affected population it serves. In particular, ORGANIZATION  seeks to regularly engage with affected communities and to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming. To increase accountability and impact, ORGANIZATION  is strengthening existing mechanisms through the established centralized, transparent and widely communicated community feedback mechanism (CFM). The purpose of the Accountability Team Leader is to be ORGANIZATION  SRO’s first point of contact with projet participants & community members intending to submit feedback or complaints at field level. The accountability teacm leader will work with the Technical Assistants to record all feedback, request & complaints in a centrally tracked CFM database, overseen and managed by the accountability team based in Amman. The  accountability team leader ensures that participants understand ORGANIZATION ’s mechanisms for processing feedback & complaints and are familiar with various channels through which they are able to communicate their complaints and concerns with ORGANIZATION  SRO. Moreover, they ensure that the feedback is recorded as the requesters intended. 

Generic responsibilities (max 10) 

1. Management of CFM field staff
2. Ensure compliance with ORGANIZATION  policies, guidelines and standards as well as ORGANIZATION  global & SRO CFM strategy, tools, handbooks/SOPs, guidelines and standards
3. CFM specific technical responsibility for implementation of technical CFM activities within the Area Office
4. CFM specific technical responsibility for the quality control and monitoring of CFM activities
5. CFM specific technical responsibility for documentation of CFM activities
6. Provide specific technical support and capacity building towards project staff for CFM matters
7. Provide CFM-related specific technical analysis and feedback to ORGANIZATION  management internally and ORGANIZATION  representatives in coordination forums
8. Assess, promote and document ideas for technical improvement and further program development options
9. Advise CCs on ensuring that projects target participants most in need, and explore and asses new and better ways to assist
10. Promote the rights of IDPs/returnees in line with the advocacy strategy 

Specific responsibilities 

• Serve as primary contact for all CFM related issues within the area office and with the Country Office;
• Communicate and disseminate ORGANIZATION  global & SRO CFM standards and guidelines within ORGANIZATION  and conduct training, capacity building and mentoring of all staff involved;
• Supervise and develop workplan for CFM Technical Assistants and conduct regular performance review in-line with ORGANIZATION  processes;
• Liaise with programmes in the field to ensure ORGANIZATION  accountability team is updated with most recent developments and processes of each programme;
• Perform a daily review of feedback to ensure that feedback is referred to the correct office or individual for action;
• Coordinate processing and provision of response, specifically in relation to confidential mechanisms i.e. complaints boxes;
• Ensure proper response is generated in reasonable time;
• Line manage CFM Technical Assistants within the Area Office. Support the recruitment of additional CFM staff where needed;
• Manage data analysis and information presentation related to CFM, and support the quarterly & monthly CFM reports on feedback types, response rates and other metrics;
• Manage and produce data analysis and information presentation related to CFFM, and Donor reports when needed
• Monitor the accessibility, effectiveness and efficiency of the CFM in place;
• Ensure proper filing of all documents related to CFM (Activity trackers, complaints related documents and external referrals);
• Provide recommendations for fine-tuning and strengthening the CFM:
• Coordinate with support units for accountability team’s needs – vehicle booking, procurement etc..
• Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within ORGANIZATION  and amongst participants served by ORGANIZATION . 

Critical Interfaces 

By interfaces, ORGANIZATION  means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are: 

• Area Programme Manger
• Project Managers, Coordinators and Implementation teams
• Field Office Coordinator and Deputy Field Office Coordinator
• MEL Manager and Amman based Accountability Team
• Support staff (HR, Logistics, Security)
• Protection Team 

Scale and scope of position

Staff:                 3 x Technical Assistants

Stakeholders: INGOs staff, local NGOs staff, civil society, local community and community leaders

Budgets:       None

Information: AO Box Files

Legal or

compliance: Maintaining confidentiality