edecins Du Monde – For more than 30 years, Medecins Du Monde, a campaigning medical organisation committed to international solidarity, has been caring for the most vulnerable populations at home and abroad. It has continued to highlight obstacles that exist in accessing health care and has secured sustainable improvements in health-for-all policies. Those working for this independent organisation do not solely dispense care and treatment but condemn violations of human dignity and rights and fight to improve matters for populations living in precarious situations. MdM currently works in 40 countries across all continents where it focuses on 4 priority areas: caring for the health of migrants and displaced persons, promoting sexual and reproductive health, combating HIV and reducing the harm and risks associated with drug use, crises and conflicts.Location: Maiduguri, Borno
The Accountability Officer, under supervision of the Monitoring and Evaluation Officer, is responsible for establishing a sustainable Complaints Response Mechanism (CRM) in all clinics (Maiduguri and Damboa) in a way that ensures beneficiaries actively participate and/or make confidential complaints about its comprehensive PHC delivery processes.
All technical trainings and supports must be based National guidelines if available, MDM guidelines and Core Humanitarian Standard guidelines.
Conduct context-oriented needs assessment in consultation girls, boys, women, and men beneficiaries to developing Complaints Response Mechanism (CRM) guidelines and systems for MDM Nigeria mission.
Establish a sustainable Complaints Response Mechanism (CRM) in each targeted clinic that ensures all segments of target beneficiaries can make confidential complaints with their full confidence about MDM interventions.
Develop appropriate tools for capturing complaints and feedback and train the relevant staff/beneficiaries on related data management process.
Conduct ongoing capacity needs assessment of MDM staff, partners staff and target communities with special emphasis on humanitarian accountability standards.
Ensure that beneficiaries are aware of the key elements of MDM’s accountability policy, procedures, and expectations and standards required of MDM staff and partner staff.
Ensure proper filing systems for all complaints and feedback received with segregated data from the field and on time data entry to MDM complaint response mechanism database.
Lead collaborated efforts pertaining to on time investigation complaints and response through the established CRM, including monthly CFM report.
In consultation with the monitoring and evaluation officer and/or program coordinator, provide detailed summaries of complaint response mechanism trends, best practices, lessons learned, areas of improvement and pressing issues on monthly basis; as well on ad-hoc basis when needed as an input for operational meetings and forums.
Hierarchical & Functional links:
S/He works under the supervision of the M & E Officer; as well has functional link with the Health Services Quality Coordinator, Health Coordinator, Emergency Response Coordinator and Program Coordinator as needed.
Skills and Experience Needed
Diploma in the areas of Humanitarian Studies / Social Sciences / Health Sciences
At least 3 years of professional experience related to the position
Relevant short-term trainings (qualifications), such as CMR, HAP, CHS, SPHERE
Ability to create monitoring systems and tools
Work experience and strong knowledge of cultural/social influences in North East Nigeria.
Required personal skills:
Excellent training and coaching skills
Strong interpersonal and intercultural skills
Able to prioritize
Ability to work under stressful situation
Has a good team spirit
Able to work and live insecure context.