Action Against Hunger-USA is a global humanitarian organization that takes decisive action against the causes and effects of hunger. We save the lives of malnourished children and we enable entire communities to be free from hunger. With more than 8,000 staff in over 50 countries, our programs reached 17 million people in 2019. 

About the Country Program in Ethiopia

 Action Against Hunger has been operational in Ethiopia since 1984 responding to both chronic and acute needs through a multi-sectoral strategy where nutrition, Food Security and Livelihoods, WASH, and Mental Health and Psychosocial Support activities are integrated to have a meaningful impact on people’s resilience. Action Against Hunger currently operates in 5 different regions (Oromia, Somali, Amhara, Benishangul Gumuz, and Gambella) with a portfolio of 20m USD/year of emergency, resilience building, research, and innovation programs. We have a country team of around 600 staff in 17 regional and satellite offices. Our main donors in Ethiopia in 2020/2021 are BHA, ECHO, Europ aid, UNHCR, UNICEF, GFFO, BPRM, SIDA, EHF, WFP, CIAA, and others. 

Establish and maintain a robust accountability system by supervising and supporting each base to ensure that the basic requirements of CFRM are working, functional and staff and communities are aware of the CFRM system, reporting requirements and standards. Conduct periodic data analysis of CFRM information and produce performance report by base periodically, identify the bases that need mitigation planning, support each base to conduct that and ensure compliance of the bases to the ACF CFRM requirement. Informed by the different need assessment information; including but not limited to the annual need assessment and CFRM rapid user surveys, set out action plans for improvement, in coordination with the MEAL HOD conduct the data analysis of CFRM surveys, and engage in other survey and data management task of the office, including managing DHIS II and surveyCTO platforms.

Besides, in coordination with the junior MEAL office, ensure all the ACF CFRM system remain functional; hot lines, opinion ADS and report any challenges for mitigation immitidialy, and work to address that in coordination with IT and other relevant offices. Ensure that the CFRM related data protection licenses and rights remain updates, and engage with external offices for approval, and ensure the data protection and safety protocol remain adhered throughout the process. Furthermore, regularly conduct system quality, interoperability, and consistency check on DHIS II, and other data management platforms. 

Purpose:

The primary purpose of this position is to strengthen and sustain a robust accountability and data management system that ensures transparency, responsiveness, and informed decision-making across all bases. The role is responsible for establishing, supervising, and maintaining an effective Complaint, Feedback, and Response Mechanism (CFRM) that meets ACF’s standards, supports community engagement, and ensures staff and beneficiaries remain aware of the system. Moreover, aims to enhance data quality, consistency, and reliability across MEAL platforms—including DHIS2 and SurveyCTO—through continuous data analysis, quality assurance, and system interoperability checks. The position also contributes to the improvement of survey management, accountability performance tracking, and compliance monitoring, while ensuring full adherence to data protection, confidentiality, and ethical standards. Ultimately, in coordination with MEAL team at capital and base, this role supports the advancement of Action Against Hunger’s Monitoring, Evaluation, Accountability, and Learning (MEAL) objectives and aligns with the organization’s mission to deliver accountable and evidence-based humanitarian action.

Engagement:

This role requires active collaboration and engagement with a diverse range of stakeholders, including:

• Internal: Coordination with MEAL teams, program staff, IT/data manager, safeguarding to ensure efficient data management and accountability reporting.

• External: The AAP platform, as well as government offices to ensure license and permit in relation to the accountability system, as well as for remaining up to date and ensure compliance with government ratified data protection acts and principles.

• Cross-functional collaboration: Participation in meetings, workshops, and trainings to strengthen organizational capacity in data management and accountability.

Delivery:

The position is responsible for ensuring efficient and accurate accountability data management across key accountability and MEAL systems. Key deliverables include:

• Ensure the accountability database is regularly updated and all complaints and feedback are addressed on time.

• Maintain functional and accessible CFRM systems across all bases, adapted to local contexts.

• Oversee data management on DHIS2 and SurveyCTO, ensuring accuracy, consistency, and version control.

• Deliver timely analytical reports on accountability performance and trends for management action.

• Provide ongoing training and support to field teams on accountability, data collection, and reporting tools.

Essential Duties

Objective 1. Coordinate for the effective implementation of a toll-free hotline and Opinion ADS 

• Ensure the toll-free operation is internalized by all ACF staff, partners, stakeholders, and our program beneficiaries

• Make sure the four-digit number is part of the day-to-day communication in project management

• Support the awareness creation activities at the field level, develop and share various visibility materials (stickers, posters, and flyers) with all operation offices

• Recognize the importance of the caller and talk to the caller nonjudgmentally and unbiasedly.

• Understands that some concerns/issues require confidential and sensitive treatment and behaviors accordingly.

• Immediately flags to the supervisor (line manager) sensitive complaints or issues involving Code of Conduct violations or requiring the involvement of the Management including the PSEA focal person/CD/HR.

• Records the details of each contact with callers and ensures information received from affected people is classified into pre-determined reference categories and entered in the CFRM database.

• Follows up on referred complaints and feedback with the supervisor to ensure a timely response to affected people.

• Compile and analyze complaint and feedback data in the system to produce regular complaints and feedback reports.

• Ensure the confidentiality of the information. He/she keeps confidentially the name of the complainant and the person they complain about and submit the received message to the MEAL focal person.  

• Check and report the functionality of the hotline phone and accessories and follow up on the payment to the ethio-telecom service

• Conduct regular functionality tests of the hotline and Opinion ADS to ensure accessibility, reliability, and service quality.

• Coordinate with IT and telecom providers to troubleshoot and enhance the hotline and ADS systems when technical issues arise.

Objective 2: uphold a strong and effective accountability system

• Ensure field bases have updated accountability SOP, minimum accountability guidelines, tools, and templates and ensure its functionality

• Ensure all resource materials are translated into the local language and context, and in coordination with the base MEAL team, ensure the appropriate accountability materials are displayed in key spots in local languages

• Follow with field MEAL staff that projects have conducted beneficiary consultation and assessment to determine the appropriate CFRM channel

• Ensure the accountability database of ACF is used by the field MEAL team, updated regularly, and stored safely, and monthly reporting brifers and dashboard are shared regularly 

• Make sure the database from all bases have incorporate all spectrum of accountability (complaint and feedback, information sharing, and community participation)

• Ensure that the ACF MEAL induction slides incorporate the accountability procedures for new staff induction, and coordinate with the necessary team to ensure all staff receive awareness on ACF accountability procedure and reporting mechanisms 

• Assess the availability and functionality of hotline numbers, proactive and reactive complaint seeking channels, and communication materials including posters, entitlement banners, billboards, and other IEC materials at the bases

• Coordinate with PSEA and HR team to ensure staff at all levels have awareness about the complaint and feedback mechanisms of the organization

• Standardize the accountability database and follow the proper utilization of the system among the field team

• Record and report staff complaints and feedback across all bases and follow responses are forwarded on time

• Provide a rigorous synthesis of the records and findings of the accountability database to the capital MEAL monthly

• Assess the satisfaction level of complaint providers about the response and the overall process management, using evidence generated from the ACF annual need assessment, outcome monitoring and different surveys conducted on the accountability system accessibility, functionality and user friendliness

• Generate, capture and share learnings and practices from the accountability function of the organization

• Ensure data protection and confidentiality measures are fully implemented across all CFRM processes in line with ACF’s data protection policy.

• Conduct periodic data quality, compliance, and performance checks to identify bases requiring technical support or mitigation planning.

• Provide technical support and regular supervision to field MEAL teams to ensure proper implementation and functionality of the CFRM across all bases.

• Identify bases requiring additional technical or operational support and develop targeted mitigation or improvement plans.

Objective 3: Survey management 

• Map out the organization's survey management tools and ensure version control

• Support the field team on survey solutions, including the configuration and undertaking of different surveys on forms, SurveyMonkey and other platforms for rapid assessment and KAP surveys

• In coordination with the data manager actively participates in planning the installation of new organization-wide systems and applications.

• Provide necessary training and induction to the field team whenever there are new developments, including DHIS II orientation, surveyCTO troubleshooting and support functions

• Develop and conduct different surveys related to CFRM, conduct the analysis and writeup, disseminations, as well as conduct mitigation strategies in coordination with the MEAL HOD and base and capital MEALs

• Lead the development/ configuration of event forms on DHIS II and support its functionality including users training.

• Conduct regular data quality, interoperability, and consistency checks across DHIS2, SurveyCTO, and accountability databases.

• Ensure compliance with ACF’s data governance, protection, and privacy requirements in all survey and database management activities.

• Lead the design and implementation of CFRM user satisfaction and accessibility surveys across bases, analyze results, and develop action plans for improvement in coordination with MEAL HOD and base teams.

Key Performance Metrix

While specific KPIs of the role will be further detailed on annual/periodic performance evaluations, the below are the key Metrix to assess the deliverables of the position holder

•  At least 80% of ACF staff, partners, and program beneficiaries across 100% of bases demonstrate awareness of ACF's CFRM mechanisms, verified through periodic assessments.

•  90% of complaints and feedback are recorded and responded to within the agreed timeline, as per the SOP, across 100% of bases.

• Maintain a CFRM budget utilization rate of at least 80% across all bases, ensuring effective resource allocation.

• Regular data quality audits and system checks are conducted in DHIS II system, and inconsistent records indicate values above the acceptable threshold during the reporting period, during system integrity checks

• At least 90% of field bases receive regular technical support and supervision visits (physical or remote) each quarter to ensure CFRM functionality, compliance, and system improvement.

• Conduct at least two CFRM user satisfaction or accessibility surveys per year, and produce analytical reports with clear action plans tracked for implementation across bases, with at least 80% of the bases implementing 100% of mitigation plans

Supervisory Responsibilities

• Junior MEAL officer

Gender Equality Commitments  

• Foster an environment that supports the values of women and men, and equal access to information.

• Provide a work environment where women and men must be evaluated and promoted based on their skills and performance.

• Respect beneficiaries’ women, men, and children (boys and girls) regardless of gender, sexual orientation, disability, or religion. race, color, ancestry, national origin, age, or marital status. 

• Value and respect in all cultures. 

Safeguarding Commitments

• Action Against Hunger has a zero tolerance to child safeguarding violation and SEA. Our selection process includes rigorous reference and background checks. Successful applicants will be expected to sign up and carry out their duties in accordance with our Child Safeguarding and PSEA policies.

Fiscal Responsibility

• N/A

Physical Demands

• While performing the duties of this job, the employee is required to sit for long periods and to concentrate on work, including typing, and turn out heavy volumes of work accurately, within short time frames under stressful situations in the context of a moderately noisy office with many interruptions. Must be able to proofread your own work accurately so that only minor corrections are needed on an infrequent basis.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Working Conditions, Travel, and Environment

• The duties of the job require regular job attendance of at least five days per week. Must be available to work outside normal office hours or on the weekends as required.

• Must be able to travel as required for standard domestic and international business purposes. While performing the duties of this job in the field, the employee may be exposed to precarious settings under high-security risks and/or very basic living conditions and outside weather conditions, as well as to infectious diseases. 

Job Requirements

Required Qualifications and Professional Experience

• Bachelor’s Degree (BA) in one of the following fields; Information and Communication Technology (ICT), Data Management, Business Administration, Social Sciences, Community Development Or a relevant field.

• Master’s Degree (MA) in any of the above-mentioned fields is considered an advantage.

• Minimum of 4 years of relevant professional experience for Bachelor’s Degree holders, or Minimum of 2 years for Master’s Degree holders in a similar field of activity.

• Previous experience in Accountability to Affected Populations (AAP) and Community Feedback and Response Mechanisms (CFRM) is mandatory.

• Experience in a call center environment, with knowledge of Call Center management and exposure to technologies, is an asset.

• Demonstrated experience in data management, and practical knowledge of DHIS II and Survey CTO platforms, and other data management and visualization software’s and tools.

• Ability to adapt to technology and IT tools.

• Attention to detail and confidential habit of work.

• Clear and Effective Communication, with high quality of empathy, patience, and positive attitude.

• Very good command of English, Amharic, knowledge of other local languages is advantageous.

Required skills:

Essential

• Professional, motivated, open, creative, mature, responsible, flexible, and culturally sensitive

• Excellent communication, writing, and analytical skills

• Commitment to ACF mission, values, and policy

How To Apply

If you are interested, please send your application composed of nonreturnable CV, a Covering Letter with “CFRM Supervisor -Addis Ababa” written in the subject line, and three references, applicants to the following addresses:

Through THIS LINK or jobs@et-actionagainsthunger.org

Deadline: Sunday 26- October - 2025

Action Against Hunger-USA provides all staff with an _attractive salary & benefits package. We provide equal employment opportunities (EEO) to all employees & qualified applicants for employment without regard to race, color, religion, gender, ancestry, national origin, age, handicap, disability, marital status, or status as a veteran. We also do not charge job seekers any fees at any stage of the recruitment process.

Action Against Hunger-USA complies with all applicable laws governing nondiscrimination in employment.