Job Purpose

Promoting the principles of transparency and responsiveness in the implementation of humanitarian projects through managing an effective complaints and feedback system, ensuring that beneficiaries' voices are conveyed to the relevant parties, and closely following up on complaint resolution to strengthen community trust in the implemented projects. The role also contributes to supporting monitoring and evaluation activities and improving program quality by analyzing complaints and feedback data and providing regular reports that support evidence-based decision-making, while adhering to data protection and privacy policies. Also, supporting the mainstreaming of AAP through Bonyan and its programs.

Duties and Responsibilities

Receiving and responding to complaints and comments of beneficiaries and providing the necessary guidance through the approved accountability channels.
Collecting, sorting, and analyzing complaints and comments data monthly, classifying them by sectors and projects, and preparing periodic reports.
Provide information to beneficiaries about available projects and services and ensure their transparency.
Follow up on the handling of complaints internally with the competent departments, ensure their closure, and inform beneficiaries of the progress made.
Archiving complaints and comments within the accountability system in accordance with data preservation and privacy protection policies.
Raising community awareness of the right to submit complaints and participate in the implementation stages of projects, in coordination with local councils.
Supporting Programs’ teams in verifying project outputs and ensuring their compliance with accountability standards.
Prepare weekly and monthly narrative and interactive reports.
Carrying out additional tasks assigned to it by the line manager to serve the objectives of the accountability unit in the organization.
Academic Qualifications, Requirements, and Skills
University degree
At least two years of experience in accountability.
High proficiency in using Office programs (Word, Excel, Outlook, OneDrive, etc.).
Ability to design surveys using the KOBO Toolbox application.
Ability to use communication tools effectively.
Experience in data analysis and presenting.
Experience in writing and preparing reports, including Power Bi reports.
Proficient in both verbal and written communication skills in Arabic and English.
Strong organizational and planning skills.
Basic Knowledge of investigation.

Please send your resume/CV