Acted PSEAH Policy:

The Accountability Assistant has the responsibility to adhere to the PSEAH Policy (Protection against Sexual Exploitation, Abuse, and Harassment). The Accountability Assistant has the obligation to complete all mandatory trainings related to the Code of Conduct and the PSEA policy and report any safeguarding concern, such as breaches of organisational policies or codes of conduct, according to ACTED’s procedures. The Accountability Assistant carries out work duties in a way that does not harm children, vulnerable adults, or other staff or volunteers.

Job Purpose:

The Accountability Assistant will be the primary support person for implementing Acted’s Accountability and Feedback Mechanisms (AFM) process, as the first point of contact for receiving, reviewing, addressing, and responding to beneficiary feedback and complaints. S/he will coordinate closely with the MEAL, program, and senior management staff to ensure that beneficiary complaints and feedback are properly addressed.

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.

Objectives:
Collect feedback (compliments and complaints) continuously and efficiently from the field and via WhatsApp, report it in a timely manner, enhance the trust and confidence of beneficiaries, identify areas of work which need to be improved to ensure that Acted learns from the feedback provided through this process.

Duties and Responsibilities
1-Promotion of the AFM

Monitor the beneficiary Accountability and Feedback Mechanisms (AFM) for the country mission in line with Acted standard beneficiary AFM procedures.
Conduct field visits throughout the project to spread information/awareness about the AFM to beneficiaries and non-beneficiaries, as well as local authorities and stakeholders in Acted’s areas of implementation.
Distribute AFM materials widely (including for people with low levels of literacy).
Maintain records of AFM awareness raising and promotion activities (including approximate numbers of participants) and submit, after validation from line manager, to Project Managers as required.
2-Complaints handling

Ensure the effective functioning of the beneficiary AFM and that beneficiary complaints/feedback are adequately captured and reported.
Receive complaints and ensure to register them all in the Complaint follow-up (COMPFU) database and/or platform.
Respond to complaints objectively, accurately, and in line with Acted guidelines, using information provided by Project Managers, MEAL Officers/enumerators, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc.
Treat urgent and/or sensitive complaints with the immediate attention they require and ensure a fast resolution.
Write down the observations and answers in an ordinate and clear way, recording responses accurately.
Forward all sensitive complaints and suggestions received to the Country Accountability Officer.
3-Reporting

Report frequently to the Country Accountability Officer about the progress or major problems and challenges that could happen in the field.

Conduct weekly analyses of pending complaints for each project.

Integrate any accountability-related lessons learned and/or recommendations to the MEAL-managed country learning database, and contribute

Key Performance Indicators
Number of field visits conducted during the past 6 months.

Number of complaints registered.

Number of responses shared to complainers.

% of complaints closed within 15 days.

Number of feedback submitted on time to the line manager.

Number of practical lessons learned suggested.

1 consistent, password-protected, up-to-date and comprehensive COMPFU platform maintained

QUALIFICATIONS:
Essential Qualifications

Bachelor’s degree or associate degree in any related field.

Minimum of 1 year of experience with NGOs in a similar role or in MEAL/Accountability.

Intermediate in English and Excellent in Arabic (written and spoken).

Good level in the Microsoft Office suite.

Excellent writing (especially when expressing the community’s request).

Good experience in giving awareness about the AFM or similar mechanisms.

Strong communication skills.

Ability to work under pressure in a high-paced environment.

Understands rights and protection issues of children and women.

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

Strong interpersonal skills.

Good organizational and prioritization skills.

Preferred Qualifications

2 years or more experience with NGOs in a similar role.

Pre-intermediate or higher in the English language is an asset.

Advanced level in the Microsoft Office suite.

Please send your resume/CV