Area Accountability Assistant - Dier AlZor

About Acted

We go the last mile. Founded in Afghanistan, against the backdrop of a forgotten crisis, Acted’s mission is to save lives and support people in meeting their needs in hard-to-reach areas. Millions of vulnerable people around the world need humanitarian assistance today, and hundreds of millions will need it tomorrow, in the face of the growing threat of climate change. We believe that our assistance must be conceptualised and delivered within the framework of people’s natural environments, and the territories on which they depend. Therefore, Acted pursues a triple mandate as a humanitarian, environmental and development aid actor, contributing to the relief, stabilisation, and recovery of crisis-affected people in fragile areas. This vision is guided by the motto “Think Local – Act Global” - reflecting the need to rely on a deep understanding of local territories and contexts to develop and implement actions based on local knowledge, structures and capacities. This local thinking contributes to a global response - running through all Acted programming and operations - as we work together towards the building of a 3ZERO world: a world with Zero Exclusion, Zero Carbon, and Zero Poverty”.

Greening strategy:

Acted’s greening strategy aims to tackle environmental degradation and climate change while meeting the needs of the most vulnerable who are often those most affected by the deepening environmental crisis. Each Acted employee will adhere to these principles through key green programming responsibilities:

• Contribute towards the adherence and development of the greening strategy plan.

• Explore innovative green programming opportunities and/or solutions within your realm of responsibilities and roles

• Encouraging and promoting environmental safeguarding processes and environmental programming standards in accordance with SOPs and technical guideline notes

Acted PSEAH Policy:

The Area Accountability Assistant has the responsibility to adhere to the PSEAH Policy (Protection against Sexual Exploitation, Abuse and Harassment). Area 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. Area Accountability Assistant carries out work duties in a way that does not harm children, vulnerable adults or other staff or volunteers.

procedures.

JOB PURPOSE

Under the authority of the Area Accountability Officer, The Area Accountability Assistant is responsible for implementing ACTED’s shelter rehabilitation programming, including site assessments, development of BOQs, technical inputs, overseeing contractors, and certifying program deliverables.

CHAIN OF COMMAND

Under the authority of:

• Direct Line Manager: NES Accountability Officer

• HR related matters Manager: NES Senior MEAL Officer

• Technical Manager: Country Accountability Senior Officer

Line Management :

• Accountability Clerk

• Enumerators (if any)

WORKING RELATIONS

Internal Relations:

• MEAL team.

• Project team.

• Project implementation teams

External Relations:

• Beneficiaries

• Communities

• Local government offices

• Implementing partners/Partner organizations

Work Location: Dier AlZor

Job Starting Date : ASAP

Duration: 6 Months .

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 Acted 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 Senior Officer.

3. Reporting:

• Report frequently to NES Accountability Officer and the Country Accountability Senior 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 to their diffusion with coordination / MEAL/ project staff.

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.

• 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 and/or international institutions in a similar role or in Accountability in general.

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

• Good level in the Microsoft Office suite.

• Candidates must be residing in Deir Ez Zor Governorate.

• 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 and/or international institutions in a similar role.

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

• Advanced level in the Microsoft Office suite.

• Female candidates are preferred.