Accountability Assistant

Duties and Responsibilities

• Promotion of the CRM

1. Develop project-specific strategies to provide beneficiaries, communities and stakeholders with readily available information on the CRM throughout the project cycle, notably including a clear repartition of tasks between AME and Project implementation teams;
2. Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and more specifically on the objectives and functioning of the CRM, as well as on what to do / not to do when receiving a complaint;
3. Conduct field visits throughout the project cycle (i.e. before, during and after the intervention), and coordinate with the AME and project implementation teams in order to spread information / awareness about the CRM to beneficiaries and non-beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation;
4. Develop and disseminate clear country-specific CRM information / awareness raising materials in a language and visual format that can be widely understood (including people with low levels of literacy);
5. Regularly assess the effectiveness of all information-sharing efforts (notably via the assessment of communities’ level of awareness on the CRM at relevant frequency and under the guidance of the Country AME Unit), and incorporate findings into revised approaches;
6. At all times ensure (non)-beneficiaries feel safe to express concerns, complaints and feedback to an independent and unbiased staff member.

• Complaints and referrals handling

1. 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;
2. 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;
3. 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;
4. Maintain a good understanding of ACTED programs, including through frequent meetings with Project 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);
5. Channel complaints to the persons responsible for follow-up, as per ACTED standard beneficiary CRM procedures;
6. At all times ensure (non)-beneficiaries feel safe to express concerns, complaints and feedback to an independent and unbiased staff member.
7. Treat urgent and/or sensitive complaints with the immediate attention they require;
8. Follow-up in person into complaints received in accordance with ACTED procedures;
9. 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;
10. Respond to complaints respectfully, objectively, accurately, and in a timely manner (15 days), as per talking points defined with line manager; refer urgent cases to other agencies following processes in place (RIMS, Inter-Agency Referral Systems)
11. Contribute to maintaining agencies service mapping up-to-date to support efficient referrals
12. 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;
13. 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;

• Reporting and Capitalization

1. Maintain records of CRM information / awareness raising / promotion activities (including approximate numbers of participants) for each project, and share with Project implementation team and line manager as required;
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 the confidentiality of complaints data is respected, 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 manager, to identify and discuss lessons learnt and, and help ACTED improve its programming;
5. When relevant, and in collaboration with line manager, organize meetings with relevant colleagues (PMs, Project coordinators, etc.) to present the CRM status / findings and discuss incorporation of lessons learned into revised programming;
6. Provide regular and timely updates on progress and challenges to line manager;
7. Maintain relationships with peers from other agencies to ensure the effective use of referrals both into and out from ACTED;

• ​​​​​​​​​​​​​​​​​​​​​Other

1. Assist project and AME teams with other activities, as requested by immediate supervisor;
2. Perform any other 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 ACTED staff trained on accountability and the CRM
• % of complaints closed within 15 days during the past 6 months
• 1 consistent, password-protected, up-to-date and comprehensive COMPFU maintained
• % of referrals conducted in time
• Average and median number of days for case closure