Accountability Outreach Team Leader AZAZ – SYRIA At GOAL

General Description of the Programme:

GOAL an International Humanitarian Organisation has had a presence in Turkey since 2013 and has been contributing to the migrant response since 2016 with a focus on responding to needs in health service delivery, social safety nets and the protection of vulnerable and marginalised migrants in southern Turkey.

GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.

GOAL has been working in North Aleppo Governate since 2019, through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, as well as emergency support for recently displaced household.

GOAL has two projects (ECHO funded LINK and PRM funded GREEN) in Turkey, LINK program targets refugees from nomadic / semi-nomadic backgrounds and those engaged in seasonal agricultural labor. LINK has been designed to address and mitigate protection concerns of the vulnerable / marginalized refugees through provision of critical information and raising their awareness on their rights, obligations and services available in Turkey, by sensitization/advocacy (targeting key stakeholders and service providers, etc.) activities, and Individual Protection Assistance (IPA) services to enable highly vulnerable refugees to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in Turkey. On the other hand, Green program aims to improve socioeconomic inclusion, resilience and self-sufficiency of highly vulnerable/excluded women and girls from host and refugee communities (Syrians as well as those living in program locations under the international protection regulation) including nomadic communities and seasonal agriculture workers from both communities through integrated and market driven livelihood opportunities and protection services, including language courses and vocational skills training on greenhouse production and agriculture; case management (CM)/coaching services, establishment of a women cooperative, protection outreach, information provision and awareness raising; and provision of special needs and individual protection assistance services.

Job purpose:

The Outreach Team is a key part of the larger Accountability Team. The Accountability Team helps GOAL Syria to inform beneficiaries of their rights and entitlements related to GOAL’s programs, to systematically collect and respond to beneficiary feedback, to enable accountability to the community, to improve the participatory nature of its programming, and to ensure that stakeholders feel heard. It helps to promote a culture of accountability and ethics and an understanding of the necessity of accountability to affected populations in GOAL’s policies and practices.

The Outreach Team specifically supports more vulnerable and harder-to-reach beneficiaries to access information and make their voices heard. The Outreach Team does this by organizing information and feedback sessions, running feedback helpdesks, and by directly engaging with individuals who have less access to information and feedback mechanisms.

The Accountability Outreach Team Leader will supervise and guide Outreach Team members to ensue all outreach activities are being conducted properly and on time. The Accountability Outreach Team Leader will work closely with Deputy Manager for Outreach to respond and coordinate findings to broaden organizational knowledge on community needs and project impact.

Duties, objectives and competencies

• Lead team members and guide the team to ensure outreach activities are being followed properly on daily basis.
• Ensure key messages are being disseminated in the field, including information about GOAL services, assistance and project assistance, and CFM channels. CFM channels include but not limited to:
• Receiving Telegram or WhatsApp messages from community members
• Community calling Hotline CFM
• Receiving in-person messages while interacting with community members
• Carry out consultation activities at the community level aiming to gather communities’ feedback to promote participation in GOAL programmes as needed.
• Proactively identify opportunities to actively reach specific marginalised members of communities (including persons with a disability, women, children and elderly) and facilitate their engagement with the CFM.
• Ensure the daily outreach activities carried are well recorded into the information provision database.
• Answer, listen to, process, and respond to communications to guide beneficiaries that seek help through the outreach activity:
• Support community who seek information relating to GOAL services, assistance, programmes and other GOAL related information.
• Share all request for assistance, feedback and complaints received during outreach activity with the Community Feedback Mechanism Team for their kind follow up.
• Report Daily all activities carried out by the accountability outreach team to the Outreach Deputy Manager
• Identify serious complaints and report them directly through the appropriate response mechanism, in a confidential and discreet manner.
• Follow-up and keep close coordination with relevant team on pending requests and complaints, to ensure the complainant/requestor receive a response on this on his communication.
• Ensure that all communication including requests for information, request for assistance, feedback and complaints are handled properly and support as request by the manager through a variety of CFM channels.
• Communicate fairly, timely and accurate information with team members to guide them properly how to properly reach community and support GOAL distribution.
• Flag any issue pending or problem that might be faced during the outreach activities.
• Carry out additional responsibilities as assigned by your line manager.

In addition to the above, the Accountability Outreach Team Leader is required to abide by and uphold the Humanitarian Core Standers in the execution of his/her duties.

Requirements (essential)

• University experience (four years).
• Experience working in humanitarian field (three years).
• Previous experience supervising / leading team.
• Previous experience working in GOAL Areas of Operation.
• Experience in supporting effective communication with marginalized and vulnerable communities (including women, children, persons with disability, the elderly, and marginalized groups).
• Good experience coordinating and/or liaising with community stakeholders.
• Strong understanding of and commitment to ensuring data protection and confidentiality.
• Demonstrated ability to stay calm under pressure.
• Demonstrated assertiveness, excellent interpersonal and communication skills, ability to interact well with people of all backgrounds.
• Problem solving and negotiation skills.
• Detail oriented and strong clerical skills.
• Fluent Arabic speaker.
• Familiar with Tablets\Smartphone and computer applications.
• Ability to travel to the field up to 90% of the time.
• Prepared to work in an insecure environment.

Requirements (desired)

• University degree.
• Prior experience in outreach, accountability, community protection, or related sectors.
• Experience working with multiple stakeholders, and people from multiple teams preferred.
• English skills are preferred.
• Good computer skills (Word, Excel).
• More experience leading teams or managing staff preferred.

General terms and conditions

Safeguarding

Children and vulnerable adults a must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.

Accountability within GOAL

Alongside our safeguarding policy, GOAL is an equal opportunities employer and has a set of integrity policies. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability:

• Comply with GOAL’s policies and procedures with respect to safeguarding, Code of Conduct, health and safety, data protection and confidentiality, do no harm principles and unacceptable behaviour protocols.
• Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area.
• Report any concerns about inappropriate behaviour of a GOAL staff or partner.

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.

Thank you.