Jobs in Jordan - career in Jordan - vacancies in Jordan-Senior Accountability Officer (6 Months Only Covering Maternity) - ACTED-Jordanie Regional-Jobs in Jordan - career in Jordan - vacancies in Jordan
Job Purpose
The Senior Accountability Officer contributes to improving the quality of ACTED programming through the accurate registration and timely follow up of any complaints about ACTED’s activities/staff and also contributes to the development of appropriate messaging and communication strategies. The Senior Accountability Officer provides technical guidance and coordination of Accountability staff. The Senior Accountability Officer will need to be neutral and establish mechanisms that based on the highest integrity which beneficiaries will trust.
Objectives
Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, enhance the trust and confidence of beneficiaries, identify areas of our work which need to be improved and ensure that ACTED learns from the feedback provided through this process.
Duties and Responsibilities
1. Beneficiary Complaints and Response Mechanism (CRM)
1.1. Establishment and Promotion of the CRM
a) Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures;
b) Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and CRM;
c) Advise field Accountability staff for their field visits in order to spread awareness about the CRM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
d) Develop and review CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
e) Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
f) Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required;
g) Develop training materials for AME and Program staff on the CRM mission and processes.
1.2. Implementation of the CRM
Duties and Responsibilities
1. Beneficiary Complaints and Response Mechanism (CRM)
1.1. Establishment and Promotion of the CRM
a) Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures;
b) Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and CRM;
c) Advise field Accountability staff for their field visits in order to spread awareness about the CRM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
d) Develop and review CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
e) Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
f) Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required;
g) Develop training materials for AME and Program staff on the CRM mission and processes.
1.2. Implementation of the CRM
a) Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
b) Support and advise field Accountability staff in their follow up of non-sensitive complaints, ensuring they follow up on complaints received by other ACTED staff with the same diligence as complaints received through the CRM directly;
c) Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution. This can include participating in investigation planning, implementation and reporting. Responding to complaints must be done objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
d) Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
e) Consolidate COMPFU data from all bases and IPs monthly, reviewing the quality and accuracy of data entered, maintaining a WoS COMPFU updated monthly.
f) Follow up on pending complaints with Project, AME, and Coordination staff;
g) Analyse patterns and trends in complaints to help ACTED improve its programming ensuring to promote learning within the mission;
h) Produce a monthly analytic CRM report for ACTED staff, following ACTED template and quarterly factsheets for Coordination;
i) Adapt and improve the CRM based on monitoring of its effectiveness;
j) Update and disseminate CRM SOP guidance document.
1.3. Support the implementation of CCCM Complaint and Feedback Mechanism (CFM) and IPs’ CRMs
a) Contribute to the capacity building of IPs’ Accountability and CRM through technical guidance and training on CRM processes and tools;
b) Provide technical guidance to the establishment and operation of CCCM’s CFMs including data review, as needed, and inputs to strategic and guidance documents on these topics.
2. Other
a) Provide regular and timely updates on progress and challenges to supervisors and other team members;
b) Contribute to donor and other PD reporting;
c) Assist project and AME teams with other activities, as requested by immediate supervisor;
d) Perform any other related activities as assigned by immediate supervisor.
Key Performance Indicators:
Example, the key performance indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets
· Functioning and effective Complaints Resolution Mechanism in place in all areas of implementation
· % of complaints closed within 15 days during the past 6 months
· 1 consistent, password-protected, up-to-date and comprehensive COMPFU maintained
Job Details
| Posted Date: | 2022-02-22 |
| Job Location: | Amman, Jordan |
| Company Industry: | Non-profit Organization; Social Services |
| Monthly Salary: | US $2,000 |
Preferred Candidate
| Career Level: | Mid Career |
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Jobs in Jordan - career in Jordan - vacancies in Jordan-Senior Accountability Officer (6 Months Only Covering Maternity) - ACTED-Jordanie Regional-Jobs in Jordan - career in Jordan