Accountability Assistant

Job Purpose

The Accountability Assistant contributes to improving the quality of REACH’s Multi-Sectoral Needs Assessment (MSNA) through the accurate registration and timely follow up of any feedback/complaints formulated as part of MSNA’s Complaints and Response Mechanism (CRM) under ACTED CRM structure. The Accountability Assistant will need to be neutral and establish mechanisms that are based on ACTED procedures and reflect the highest integrity standards, which (non)-beneficiaries can trust. 

Objectives

Establish and ensure the effective functioning of the surveyed households Complaints and Response Mechanism (CRM) in line with ACTED standard procedures, to enhance the trust and confidence of the communities, identify areas of our work which need to be improved and ensure that REACH/ACTED learn from the feedback provided through this process. 

Duties and Responsibilities

1. Complaints and referrals handling
2. Receive and acknowledge receipt of complaints formulated through the CRM (including those received directly by other ACTED staff, through the hotline, and actively seeking out feedback with the community;
3. Ensure all communication with beneficiaries guarantee total confidentiality of the information shared, in order to protect the privacy and safety of the complainant, the subject of complaint and other witnesses;
4. Ensure that the content of complaints/feedback is adequately captured, categorized and analyzed in the COMPFU (Complaints Follow-Up) as per ACTED procedures, paying specific attention to data quality;
5. Maintain a good understanding of the REACH MSNA program, including through frequent meetings with REACH implementation teams, to be able to respond directly, whenever possible, to requests for information (i.e. level 1 complaints as per ACTED’s sensitivity grid);
6.  
7. Channel complaints to the persons responsible for follow-up, as per ACTED standard beneficiary CRM procedures;
8. At all times ensure (non)-beneficiaries feel safe to express concerns, complaints and feedback to an independent and unbiased staff member.
9. Treat urgent and/or sensitive complaints with the immediate attention they require;
10. Follow-up in person into complaints received in accordance with ACTED procedures;
11. Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up, and verify that all complaints are adequately and comprehensively addressed;
12. Respond to complaints respectfully, objectively, accurately, and in a timely manner (15 days), as per talking points defined with line manager, as per talking points agreed with relevant persons responsible for complaint follow-up;
13. Close complaints in the COMPFU once adequately addressed and a comprehensive response has been provided to the complainant, duly tracking all complaint resolution steps and efforts in the COMPFU;
14. Under the guidance of the Country AME Unit, and at relevant frequency, assess communities’ feedback and satisfaction on the CRM, and incorporate findings into revised approaches;

1. Reporting and Capitalization
2. Maintain consistent, confidential and detailed records of all complaints in the COMPFU (and other electronic and hard copy filing systems, as appropriate) as well as enquiry reports (as relevant);
3. Ensure the confidentiality of complaints data is respected, that all CRM-related files are password protected at all times and all locations, and this information is shared only with authorized persons as per ACTED procedures;
4. Analyze patterns and trends in complaints and regularly share findings with line managers, to identify and discuss lessons learnt, and help ACTED improve its programming;
5. In collaboration with line managers, organize meetings with relevant colleagues (REACH assessment team, REACH field team, etc.) to present the CRM status / findings and discuss incorporation of lessons learned into revised programming;
6. Produce an analytic CRM report and send to line manager, and REACH team following the standard ACTED template;
7. Provide regular and timely updates on progress and challenges to line manager;
8. Conduct referrals for beneficiaries requesting assistance as per their specific needs using RIMS, the Inter-Agency Referral Form, and the internal referrals forms
9. Contribute to maintaining ACTED Service mapping for referrals up-to-date
10. Maintain relationships with peers from other agencies to ensure the effective use of referrals both into and out from ACTED;

1. Other
2. Assist AME and Accountability teams with other activities related to the MSNA, as requested by immediate supervisor;
3. Perform any other MSNA related activities as assigned by immediate supervisor.

Required qualifications and experience

• BA, BSc on Public/Mental Health, Psychology, Humanitarian Studies or related field, or relevant, MA, MSc;
• Fluency in Arabic and English is required (particularly written).
• Experience working in international NGOs and/or UN in a similar position preferred;

Required personal qualities

• Good interpersonal, listening and patience skills
• Rigor, good organizational skills and ability to follow high standards procedures;
• Able to synthetize and communicate clearly, orally and through writing, in English and in Arabic;
• Interest in working in a dynamic and multicultural environment;

Key Performance Indicators

• % of complaints closed within 15 days
• 1 consistent  up-to-date and comprehensive COMPFU maintained
• % of CRM reports and submitted in time
• % of referrals conducted in time
• Average and median number of days for case closure