Accountability Assistant

NGO Jobs / UN Jobs Vacancy

Country: Syrian Arab Republic
Organization: ACTED
Closing date: 11 Feb 2021

Job Purpose

The Accountability Assistant contributes to improving the quality of ACTED programming through the accurate registration and timely follow up of any complaints about ACTED’s activities/staff and also contributes to the development of appropriate messaging and communication strategies. The Accountability Assistant is the first point of contact for beneficiaries who need to raise complaints. As such, the Accountability Assistant will need to be neutral and establish mechanisms that based on the highest integrity which beneficiaries will trust.

Chain of Command

Under the authority of:

  • Country AME Manager (Deputy Country Director Programmes in the absence of Country AME Manager)

  • Technical Manager (Senior Accountability Officer)

  • Operational Manager (Senior Accountability officer)

  • AME Accountability Officer

Line Management:

  • Accountability Monitor

Working Relations

Internal Relations:

  • Area Coordinators/Base Managers

  • AME Monitors/Assistants

  • Project Managers

External Relations:

- Beneficiaries

  • Communities

  • Implementing Partners/ Partner Organizations


Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, enhance the trust and confidence of beneficiaries, identify areas of our work which need to be improved and ensure that ACTED learns from the feedback provided through this process.

Duties and Responsibilities

Beneficiary Complaints and Response Mechanism (CRM)

1- Establishment and Promotion of the CRM

a) Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures.

b) Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and CRM.

c) Accompany the AME and/or project teams to the field in order to spread awareness about the CRM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits.

d) Develop CRM IEC materials in a language that can be widely understood (including people with low levels of literacy).

e) Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches.

f) Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required.

2- Field Data Collection and implementation of the CRM

a) Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback are adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams.

b) Receive complaints through all CRM Channels and register all complaint in Complaint follow up database.

c) Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution.

d) Follow up on complaints received by other ACTED staff with the same diligence as complaints received through the CRM directly.

e) Cross-check the accuracy and relevance of beneficiary selection according to contractual criteria.

f) Respond to complaints objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;

g) Analyze patterns and trends in complaints to help ACTED improve its programming.

h) Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution.

i) Check that material necessary to carry out the assessment is sufficient and appropriate;

Ask questions in a clear and kind manner, and ask all the questions exactly as worded:

j) Probe to clarify unclear answers;

k) Write down the observant ions and answers in an ordinate and clear way, recording responses accurately.

g) Record and forward all complaints and suggestions received while in the field to the appropriate Accountability Officer or AME Officer.

h) Responsible for ACTED smartphones (ensure that phones are working, that batteries are charged, that there is memory space, report any technical issues to the AME officer, etc.)

3- Reporting

a) Report frequently to the AMEU Officer about the progress of assessment activities and on the AMEU Monitor's observations during the mission as daily, weekly and monthly reports.

b) Recognize and give account of problems in obtaining data and provide useful feedback from field research activities.

c) Report monitoring findings at Weekly Area Meetings, as required by AME Officer.

4- Other

a) Provide regular and timely updates on progress and challenges to supervisors and other team members;

b) Assist project and AME teams with other activities, as requested by immediate supervisor.

c) Collect lessons learned and best practices from beneficiaries, community leaders, partners, and other stakeholders during assessment/monitoring missions.

Key Performance Indicators

  • Functioning and effective Complaints Resolution Mechanism in place in all areas of implementation

  • % of complaints closed within 15 days during the past 6 months

Required skills

  • At least one-year experience with NGOs and/or International Institutions.
  • Fluent Arabic are required, Good command of English additional characteristic.
  • Good command of using computer programs (excel and word programs).
  • Able to work under pressure and travel to the targeted areas within ACTED projects.
  • Ability to operate in a cross-cultural environment requiring flexibility.
  • experience in, report writing, meeting facilitation.

· Strong communication skills are required.

· Understands rights and protection issues of IDPs, children and women.

· Attention to detail and commitment to producing high-quality work.

How to apply:

Interested and qualified applicants must apply by fill the application form by this link

Only the shortlisted candidates will be contacted.

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