Accountability Officer (3 months limited duration contract)

Job Description

Job Purpose

The Accountability Officer – MSNA will be the primary support person for implementing Acted’s Complaint and Response Mechanisms (CRM) process, as the first point of contact for receiving, reviewing, addressing, and responding to feedback and complaints from the affected population. S/he will coordinate closely with the program and senior management staff overseeing the MSNA exercise to ensure that relevant complaints and feedback are properly addressed.

Accountability Officer is the first point of contact for affected population who need to raise complaints. As such, the Accountability Officer will need to be neutral.

Objectives

Collect feedback (compliments and complaints) continuously and efficiently from the field and report on it in a timely manner, enhance the trust and confidence of complainants, and identify areas of work which need to be improved to ensure that the MSNA team learns from the feedback provided through this process.  

Duties and Responsibilities

Beneficiary Complaints and Response Mechanism (CRM)

1.     Promotion of the CRM

·        Contribute to the design and deployment of the MSNA-designated CRM channels and contact number dissemination among the affected population.

·        Contribute to the design and rollout of the inductions and training materials for the MSNA staff on the MSNA-designated CRM channels.

·        Monitor the Complaints and Response Mechanism (CRM) for the 2023 Multi-Sectoral Needs Assessment (MSNA) in line with Acted standard beneficiary CRM procedures and agreed on SOP.

·        Ensure CRM materials are distributed widely (including for people with low levels of literacy).

·        Maintain records of CRM awareness-raising and promotion activities (including approximate numbers of participants/cards distributed in the field).

2. Complaints handling

·        Ensure the effective functioning of the CRM and that complaints/feedback are adequately captured and reported.

·        Receive complaints and ensure register them all in the Complaint follow-up (COMPFU) database.

·        Respond to complaints objectively, accurately, and in line with Acted guidelines, using the information provided by REACH Operations Manager, Field Managers, [ED1] [MS2] Assessment Officers, field based data collection enumerators, 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 Senior Accountability Officer and line manager.

3.    Reporting

·        Report frequently to the Senior Accountability Officer and line manager about the progress or major problems and challenges which could happen with the mechanism.

·        Regularly, report the recorded complaints to the for their oversight and support in providing accurate and efficient responses and feedback.

·        Record and report on any accountability-related lessons learned and/or recommendations to the REACH Regional Operations Manager and other MSNA technical focal points, and contribute to their diffusion within coordination / MEAL/ project staff.

Key Performance Indicators:

·        % of sensitive feedback reported on time to the line manager

·        Number of feedback or complaints registered and referred according to SOP

·        % of feedback or complaints closed within 15 days

·        The number of practical lessons learned suggested

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

*Acted’s proposed Monthly salary: 1059 JOD’s

Skills

QUALIFICATIONS

·        University degree in any major or at least 2 years experience in a relevant similar capacity.

·        At least 6 months of experience with NGOs and/or International Institutions

·        Proven field experience such as community outreach is highly desirable.

·        Good experience in giving awareness about CRM or similar mechanisms.

·        Fluent in English (reading and writing)

·        Good command of English (Reading, Writing)

·        Good command of using computer programs (excel and Word programs).

·        Able to work under pressure.

·        Strong communication skills are required.

·        Understands the rights and protection issues of affected populations, including IDPs, children and women.

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

Preferred Qualifications:

·        Master’s or higher degree in a relevant field