HI has been supporting the Afghan people since 1987, starting its operations in Pakistan. Since 1996, HI has been operating across Afghanistan in order to launch victim assistance interventions, working at different levels of the society and adopting a cross-sectoral approach. While present on the ground to directly support victims of the conflict through the provision of a range of services – from physical rehabilitation, to mine risk education and inclusive livelihoods – HI has been continuously advocating to increase the rights of victims and other people with disabilities in the country. In particular, and in line with its global strategy and priorities, HI has been advocating to reduce the use of landmines and conventional weapons. Acknowledging the need to respond to the urgent emergency crises combined with longer term, chronic gaps in the provision of services, HI has steadily expanded its range of activities and services in order to support the most vulnerable people, enhancing their resilience while strengthening participation and inclusion of all individuals.

Job Purpose:

The accountability officer will support the program management team in implementing the Feedback and Complaints Mechanism System (FCMS) according to the standard process defined by Handicap International – Humanity and Inclusion (HI) and the Standard Operating Procedures (SOP) developed by HI Afghanistan. The accountability officer will support the preparation of the FCMS, will collect, centralize and process feedback and complaints formulated by the population with which HI teams are in contact within the framework of the implementation of projects. These feedbacks and complaints are formulated through mechanisms defined and set up by the Monitoring, Evaluation, Accountability and Learning (MEAL) teams in accordance to SOP. The accountability officer will work under the line management of MEAL Manager in Kabul, closely cooperating with Operations and Technical unit team. Handicap International has been present in Afghanistan since the 1980’s, focusing on the support to the most vulnerable communities and, providing comprehensive services ranging from physical rehabilitation, to mine risk education and inclusive livelihoods, with a special focus on people with disabilities HI is currently working in Kandahar, Kunduz, Nimroz, Herat, Bamyan, Nangahar and Kabul.

The Duties and responsibilities may include but not limited to: 

Mission 1: Operational implementation

Responsibility 1: Contributes to defining and evaluating accountability to affected populations mechanisms

• Contributes to the design of operational procedures led by the MEAL manager, especially for the management of feedback and complaints, information and the participation of populations in the projects;
• Helps train HI teams on the concept of accountability to affected populations in coordination with the safeguarding specialist
• Contributes to periodic evaluations of accountability mechanisms

Responsibility 2: Contributes to the implementation of these mechanisms with populations and partners

• Establishes good relations with the populations and partners of HI by making periodic visits to the areas concerned in compliance with established operational procedures;
• Organises and facilitates community consultations for the implementation of the mechanisms as defined by MEAL manager;
• Contributes to the design of awareness-raising tools and informs the populations and partners about HI’s accountability mechanisms in coordination with the safeguarding specialist;
• In close collaboration with the project teams and the MEAL officers, ensures that the HI’s activities in the field are fully understood by the populations;
• Records the feedback and complaints received (and all related information) in a the FCMS database and refers them to the focal points designated by the FCMS SOP;
• Ensures the transfer of sensitive complaints to the safeguarding specialist and/or program director, as defined in the SOP;
• Monitors the effective roll-out of information, participation and complaint response mechanisms, following established procedures and ensuring that people receive a meaningful response in a timely manner;
• Ensures the archiving and protection of data relating to the feedback and complaints management mechanism.

Responsibility 5: Maintains confidentiality when processing the information received

• Examines beneficiary feedback and complaints and provides precise information on HI’s activities and accountability mechanisms;
• Adheres to data protection, confidentiality and informed consent principles in her interactions

Responsibility 6: Reports on accountability to affected populations

• Writes regular reports on the running of accountability to affected populations and learning activities;
• Regularly suggests improvements to MEAL manager based on challenges encountered
• Reports all information and any difficulties related to her activity to MEAL manager.

Responsibility 7: Other tasks

• Upon the request of the MEAL manager, carries out specific tasks that can contribute to the achievement of the main objectives in this job description
• Any other relevant tasks, including supporting the MEAL unit in implementing its activities

Mission 1: Emergency preparedness and response

• Contributes to the programme’s emergency preparedness actions and, in an emergency, adapts his or her working methods to contribute to an effective humanitarian approach by HI.

Qualifications and Skills:

Required knowledge & experience

• Relevant Bachelor Degree from a recognized University (social Sciences, business or other relevant degree)
• Minimum 3 years’ experience accountability to affected population
• Competent in Word, PPT, Excel
• Languages: Dari/Pashto and strong written and spoken English

Skills required

• Have a thorough knowledge of standards related to the implementation of feedback and complaints systems in the field;
• Have a clear understanding of the Core Humanitarian Standard commitments to quality and accountability.
• Experience in project monitoring and evaluation, information management, collection tools.
• Good knowledge of sensitive data protection principles;
• Proven integrity, objectivity and professional competence;
• Experience in developing/adapting capacity building tools;
• Ability to facilitate awareness/training sessions;
• Demonstrated experience working directly with local communities using participatory approaches;
• Ability to mobilize.

Application Process:

Applicants can login to the online application system by copying and pasting the role link into their web browser https://airtable.com/appkIOe0lllCkWKPZ/shrFbJaf3Gmzi4AEg  to submit their details and upload their required documents prior to the deadline.

Important notes:

• Please note that only the applications received through the online platform will be considered for this position.
• It is important to note that applications received after the deadline will not be considered. Therefore, timely submission is crucial.
• After the review process, please be aware that only candidates who have been shortlisted will be contacted for the next stages of the recruitment process. If you do not hear from us within one week from the closing date, please consider that your application has not been shortlisted for further process 

- HI has got strong stand on protection of beneficiaries.

"The role holder will have to create and maintain an environment which prevents sexual exploitation and abuse and promotes the implementation of the code of conduct"

HI promotes and upholds the principles of equal opportunities and its policies (PSEAH, Child Protection etc). HI has a zero tolerance approach to any harm to, or exploitation of, a vulnerable adult or a child by any of our staff, representatives or partners. Recruitment to all jobs in HI includes, in particular, criminal
record checks and the collection of relevant references. Safeguarding our beneficiaries is our top priority in everything we do.

Individuals with disabilities and female candidates are especially encouraged to apply. We are committed to fostering a diverse and inclusive environment and strongly value the unique perspectives and contributions that you can bring to our team