Catholic Relief Services

Employment type: Indefinite period contingent up on funding availability.

Department: Programs

Job grade: 9

Reports To: Program Manager II – Accountability Lead

Country/Location: Addis Ababa, Ethiopia

Job Summary:

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.

Roles and Key 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.

Knowledge, Skills and Abilities

• 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.

Supervisory Responsibilities: none

Key Working Relationships:

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.

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. Catholic Relief Services works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. Catholic Relief Services’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to safeguarding children and vulnerable adults from abuse and exploitation.

CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.

CRS is committed to safeguarding program participants, community members, staff and volunteers from all forms of exploitation and abuse. The successful candidate is expected to sign and adhere to CRS´ Code of Conduct.

CRS talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

CRS is an Equal Opportunity Employer.

General Requirements

CRS offers are contingent on the selected candidate’s ability to legally work where the position is to be performed. Every government has a unique set of work permit eligibility requirements. All positions requiring residence or frequent travel outside a home country must undergo and clear a pre-employment medical clearance; some work permit processes require clearing a separate government administered medical examination.

CRS prioritizes candidates who are citizens/ permanent residents of the countries where we have CRS offices.