You will be responsible for providing strategic and technical leadership in the design, implementation, and continuous improvement of accountability systems across CRS projects. In line with CRS MEAL policies and procedures, you will lead the establishment and management of Feedback, Complaint, and Response Mechanisms (FCRM) that are safe, accessible, and appropriate for all community members, especially for vulnerable groups, in all levels of the project cycle.

Your role will include ensuring the availability, accessibility and functionality of FCRM channels, and ensuring timely, appropriate responses to feedback and complaints. You will also guide partner organizations in strengthening their accountability systems and support capacity-building efforts across the program. You have the of deploying, maintaining and closing out of the FCRM system in line with the project cycle. 

Responsibilities:

System Implementation & Maintenance

• Oversee the maintenance of feedback, complaints and response mechanisms (FCRM) through FCRM functionality assessment, identifying the gap on the FCRM channels and improving their utilization.

• Develop and continuously improve FCRM tools, SoPs, workflows, classification protocols, response timelines, and escalation mechanisms, ensuring clarity and consistency across projects and partners.

• Ensure FCRM systems are context-appropriate, inclusive, accessible (including vulnerable groups), and integrated into project and partner operations.

• Lead the integration and eventual phase-out of FCRM systems during project closeout, ensuring lessons learned are captured and shared.

• Conduct context analysis to ascertain the preferences of project participants in reporting feedback, communication channels, safety and confidentiality.

Capacity Strengthening & Technical Assistance

• Ensure project participants are aware of the FCRM channels and how to use the channels through different information sharing mechanisms.

• Ensure all segments of project participants have continued safe access to the feedback channels. 

• Identify FCRM capacity gaps and lead the development and delivery of training packages, coaching, and support materials for CRS and partner staff.

• Provide direct support to partner organizations in setting up and maintaining FCRM systems, harmonized with CRS standards and protocols.

• Facilitate onboarding for project teams and ensure new staff and partners are equipped to implement the accountability system effectively.

Monitoring, Functionality Review & System Improvement

• Develop and manage tools to periodically assess FCRM system functionality, including system use, responsiveness, completeness of cases, caller satisfaction, and feedback loop closure.

• Monitor and assess the context analysis, the functionality of feedback and complaint handling mechanisms, including hotline, help desks, and digital channels, ensuring cases are managed efficiently and confidentially.

Collaboration, Learning & Reporting

• Work closely with Programs, MEL, Protection, Safeguarding and FCRM ICT teams to ensure alignment, integration, and continuous learning around accountability systems.

• Share the analysis of accountability trend for adoptive management for the accountability lead. 

• Support projects to adjust their program based on community feedback. 

• Contribute to donor reports, learning briefs, and institutional learning by documenting FCRM system performance, innovations, and lessons learned.

Partnership & Coordination

• Build strong technical partnerships with implementing partners, providing structured and ongoing support for their accountability system development and use.

• Coordinate closely with the project teams to ensure the effective integration and implementation of the accountability system across all program components.

• Participate in inter-agency and donor coordination efforts related to AAP, safeguarding, and FCRM systems as needed.

Other Duties

• Perform other duties as assigned by the supervisor to strengthen accountability systems and promote high program quality.

Job Requirements

Education and Experience

• Master's Degree in the field of international relations, management, social accountability, international development, or other related field with 5 years of relevant work experience. Professional training on accountability and protection principles is an added advantage.  

• Minimum five years of work experience in setting up and implementing accountability systems with international NGOs. 

• Progressive experience in a field related to accountability, preferably in an emergency context, is highly desirable.

• Experience working with partners, participatory action planning and community engagement.

• Experience in contributing to the development of technical proposals.

• Hands-on experience in facilitating community consultation, participatory assessments, and working with grassroot level stakeholders

• Minimum of three years of MEAL skills and experience

• Proficient in using MS Windows and MS Office packages (Excel, Word, PowerPoint), data visual tools, Web Conferencing Applications, and information management systems.

Personal Skills 

• Ability to work under pressure and deliver results. 

• Strong critical thinking and creative problem-solving skills with the ability to make sound judgments.

• Strong relationship management skills and the ability to work effectively with local partners and culturally diverse groups.

• Strong written and verbal communication skills with ability to write reports.

• Proactive, results-oriented, and service-oriented.

• Presentation, facilitation, training, mentoring, and coaching skills.

Required Language: English and Amharic   

Travel Required: 60% 

Key Working Relationships: 

Supervisory: none

Internal: Safeguarding and Protection team, MEL staff, Project managers/staff, DCR, hotline call center supervisor, call agents, and FCRM ICT technical advisor

External: Accountability and MEAL/MEL staff across CRS implementing partners, other INGOs & NGOs.

Agency Competencies (for all CRS Staff):

• Personal Accountability – Consistently takes responsibility for one’s own actions. 

• Acts with Integrity - Consistently models values aligned with CRS Guiding Principles and mission.  Is considered honest.

• Builds and Maintains Trust - Shows consistency between words and actions.

• Collaborates with Others – Works effectively in intercultural and diverse teams.

• Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.

Agency Leadership Competencies:

• Lead Change – Continually looks for ways to improve the agency through a culture of agility, openness, and innovation.

• Develops and Recognizes Others – Builds the capacity of staff to reach their full potential and enhance team and agency performance.

• Strategic Mindset – Understands role in translating, communicating, and implementing agency strategy and team priorities.

Education and Experience

• Master's Degree in the field of international relations, management, social accountability, international development, or other related field with 5 years of relevant work experience. Professional training on accountability and protection principles is an added advantage.  

• Minimum five years of work experience in setting up and implementing accountability systems with international NGOs. 

• Progressive experience in a field related to accountability, preferably in an emergency context, is highly desirable.

• Experience working with partners, participatory action planning and community engagement.

• Experience in contributing to the development of technical proposals.

• Hands-on experience in facilitating community consultation, participatory assessments, and working with grassroot level stakeholders

• Minimum of three years of MEAL skills and experience

• Proficient in using MS Windows and MS Office packages (Excel, Word, PowerPoint), data visual tools, Web Conferencing Applications, and information management systems.

Personal Skills 

• Ability to work under pressure and deliver results. 

• Strong critical thinking and creative problem-solving skills with the ability to make sound judgments.

• Strong relationship management skills and the ability to work effectively with local partners and culturally diverse groups.

• Strong written and verbal communication skills with ability to write reports.

• Proactive, results-oriented, and service-oriented.

• Presentation, facilitation, training, mentoring, and coaching skills.

Required Language: English and Amharic   

Travel Required: 60% 

Key Working Relationships: 

Supervisory: none

Internal: Safeguarding and Protection team, MEL staff, Project managers/staff, DCR, hotline call center supervisor, call agents, and FCRM ICT technical advisor

External: Accountability and MEAL/MEL staff across CRS implementing partners, other INGOs & NGOs.

Agency Competencies (for all CRS Staff):

• Personal Accountability – Consistently takes responsibility for one’s own actions. 

• Acts with Integrity - Consistently models values aligned with CRS Guiding Principles and mission.  Is considered honest.

• Builds and Maintains Trust - Shows consistency between words and actions.

• Collaborates with Others – Works effectively in intercultural and diverse teams.

• Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.

Agency Leadership Competencies:

• Lead Change – Continually looks for ways to improve the agency through a culture of agility, openness, and innovation.

• Develops and Recognizes Others – Builds the capacity of staff to reach their full potential and enhance team and agency performance.

• Strategic Mindset – Understands role in translating, communicating, and implementing agency strategy and team priorities.

What we offer

CRS offers U.S. based staff a comprehensive benefits package, including medical, dental, life insurance, vision, and a generous retirement savings plan.  Benefits packages for successful candidates employed outside the U.S. are based on the country of employment/in-country office where the candidate will perform the role.  CRS´ work culture is a collaborative, mission-driven culture committed to improving the lives of the poor throughout the world.

How To Apply

Interested and qualified professionals may apply by clicking THIS LINK