No Experience Customer Service Jobs – Accountability Officer – Catholic Relief Services (CRS)

Organization: Catholic
Relief Services (CRS)
Duty Station: Uganda
Reports to: MEAL
About US:
Catholic Relief
Services (CRS) is an international non-profit organization which implements the
commitment of the Bishops of the United States to assist the poor and
vulnerable overseas. Our Catholic identity is at the heart of our mission and
operations. We welcome as a part of our staff and as partners people of all
faiths and secular traditions who share our values and our commitment to
serving those in need.
Job Summary:  The Accountability Officer is responsible for
ensuring mechanisms are in place in CRS’ and Partners Programs to fulfill two
key CRS commitments namely: HAP/CHS (Humanitarian Accountability
Partnership/Core Humanitarian Standard) standards and good enough guide
especially in regards to information sharing, beneficiaries’ participation,
complaints and response mechanism, and accountability in monitoring and
evaluation; and CRS’ Monitoring Evaluation Accountability and Learning Policies
and Procedures.
Key Duties and Responsibilities: 
System Development
  • Develop systems and guidelines for CRS staff to consult with male
    and female beneficiaries to define indicators for response success.
  • Help CRS staff to document and respond to all community feedback
  • Work in close collaboration with programming and MEAL staff, review
    and refine accountability practices on a periodic basis and address any
    gaps or challenges that arise.
  • Establish systems that will ensure response protection and MEAL
    systems meet donor MEAL requirements.
  • Keenly track that all reporting requirements have been met by all
Build capacity of
all staff and project participants as appropriate in MPP with special emphasis
on accountability standards:
  • Ensure that CRS’ Beneficiary and Donor Accountability Policies and
    Procedures are widely available to all targeted personnel in a language
    that they understand
  • In coordination with Program Manager, and using CRS’ MPP, develop
    training and refresher modules that ensure that all participants have an
    in-depth understanding of Accountability and are equipped to apply it in
    their working lives.
  • Facilitate training for all required personnel using appropriate
    language, adult learning methodologies and materials.
  • Establish orientation curriculum on accountability for new staff in
  • Regularly assess effectiveness of Accountability policy trainings
    and incorporate findings into refresher training modules and improving
  • Develop and facilitate training that help all relevant staff to have
    an understanding of 2010 HAP standard and are equipped to apply it to
    their work.
  • Maintain records of training participation and submit to Emergency
    MEAL Program Manager as required.
  • Provide informed advice and guidance for personnel, bearing in mind
    the responsibility of all CRS staff to report suspected and actual
    breaches of Accountability.
Ensure all
beneficiaries are aware of the key elements of CRS’ accountability policy and
procedures and the expectations and standards required of CRS staff, especially
2010Humanitarian Accountability Partnership (HAP) Standard and how this should
be applied within their roles.
  • Develop and adapt Accountability IEC materials from other countries
    in language that can be widely understood (including people with low
    levels of literacy) by CRS’ program participants in Bidibidi, Uganda.
  • In coordination with Emergency MEAL Manager and Project Managers,
    facilitate, or support others to facilitate, awareness sessions and
    promotion of Accountability in a way that can be widely understood by
    program participants
  • Regularly assess effectiveness of all information sharing efforts
    (including MPP awareness raising, beneficiary selection criteria, program
    decisions) and incorporate findings into revised approaches
  • Maintain records of Accountability awareness raising and promotion
    activities, including numbers of participants, and submit to Program
    Manager as required
  • Become familiar with the 2010 HAP Standard and its relevance to the
    work of CRS in Bidibidi, Uganda
  • Lead the development, and oversee the implementation, of a plan for
    CRS to deliver on its minimum accountability standards in emergencies.
    From the outset assist in putting in place minimum standards on: staff
    competency, including standard of behavior expected of CRS (and partner
    organization if appropriate), sharing information, participation,
    beneficiaries have informed consent before the program starts, who
    beneficiaries can contact if they wish to complain and apply lessons
    learned into program plans.
  • Steer the development of a plan to meet CRS’ global accountability
    commitments in Uganda.
  • Support program staff to apply HAP principles and standards to their
    work in the design, implementation, monitoring and evaluation of CRS’
    projects in Bidibidi, Uganda.
  • Assist program staff in ensuring that the 2010 HAP standard is
    integrated into each stage of the program cycle.
Establish a
sustainable Feedback/Complaints Response Mechanism (FRM) in each site which
ensures all beneficiaries can make confidential complaints and be confident in
response processes
  • In coordination with program staff and in consultation with program
    participants, design FRM that all beneficiaries can safely access. The FRM
    could be used to promote accountability to beneficiaries of CRS behavior
    against the CRS’ values as well as HAP standards
  • Monitor complaints received and response (follow up) processes
    through developing and maintaining a logging or tracking mechanism
  • Adapt and improve the FRM based on monitoring of its effectiveness
  • Remembering confidentiality, with the Program Managers, analyze
    patterns and trends in complaints to help CRS improve its programming
  • Support CRS’ work in Bidibidi Refugee Settlement by undertaking
    other tasks as appropriate and required

Qualifications, Skills and Experience:
  • The ideal candidate for the Catholic Relief Services (CRS) USAID
    Accountability Officer job opportunity should hold a Degree in business
    administration, social work, social sciences, humanities or other relevant
  • Customer care or service past working experience is desirable
  • Relevant background experience working in compliance, accountability
    and feedback and complaints management is highly desirable
  • Communication skills in English and Arabic are required. Any
    additional language useful in the programming areas would be an advantage.
  • Understanding of Catholic Social Teaching concepts or willingness to
  • Proven leadership skills and ability to build and motivate diverse
    and talented teams.
  • Cultural sensitivity, patience and flexibility.
  • Demonstrated personal accountability and drive to serve others.
  • Strong organizational, planning and time-management skills,
  • Information dissemination skills, ability to understand, explain and
  • Able to prioritize work, multi-task and meet deadlines.
  • Able to analyze problems and design solutions at strategic and
    functional levels.
  • Ability to work effectively under pressure
  • High integrity and willingness to conduct her/himself transparently
How to Apply:
All candidates
should Email a cover letter and CV only to or drop your
application at CRS Yumbe Office.
  • Large files and/or scans of documents
    will lead to rejection of your application, in the subject line of the
    email, copy and paste ACCOUNTABILITYOFFICERYUMBE. All applications that do
    not contain this exact subject line will be rejected and not read
Deadline: 4th July 2018 by 5:00PM
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