Area Accountability Monitor / Suran At ACTED

About ACTED

ACTED is committed to immediate humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer term opportunities for sustainable growth and fulfilling people’s potential. ACTED endeavors to respond to humanitarian crises and build resilience; promote inclusive and sustainable growth; co-construct effective governance and support the building of civil society worldwide by investing in people and their potential. The commitment of ACTED and that if our teams is guided by 4 core values: (1) Responsibility: we ensure the efficient and responsible delivery of humanitarian aid with the means and the resources that have been entrusted to us. (2) Impact: we are committed to having the most sustainable impact for the communities and the people with whom we engage. (3) Enterprising-spirit: we are enterprising and engage in our work with a spirit that creates value and overcomes challenges. (4) Inspiration: we strive to inspire all those around us through our vision, values, approaches, choices, practice, actions and advocacy.

ACTED is committed to the prevention of sexual exploitation and abuse in the framework of its programs in Syria. The successful candidate will be required to adhere to ACTED Code of conduct and ACTED Global Policies especially regarding the protection of children and the protection against sexual exploitation and abuse. A rigorous reference and background checks will be undertaken, and information will be requested from previous employers about any disciplinary action of sexual exploitation, sexual abuse and/or sexual harassment during employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures*.*

· ACTED is committed to gender equity and to have a balanced and diverse workforce. ACTED strongly encourages qualified women, persons with disabilities and persons from under-represented groups to apply to the position.

· ACTED offers a variety of arrangements that enable women to excel in their careers, including flexible working hours for work-life balance, maternity leave, and career coaching.

· ACTED never uses external recruitment agencies and recruitment is always free of charge.

· The necessity of ensuring the highest standards of efficiency, competence, and integrity, with proper attention to promoting diversity, is the most important concern in the recruitment and employment of staff at ACTED.

Location: Suran

Job Purpose

The Monitor contributes to improving the quality of ACTED programming through the accurate registration of complaints and dissemination of information about the CRM to beneficiaries, communities and stakeholders. The Monitor is the first point of contact for beneficiaries who need to raise complaints. As such, the Monitor will need to be neutral, register complaints as received and provide complainants with direct feedback on any request for information (if the relevant information is known, available) The Monitor will deliver individual or group presentations to spread awareness on the CRM.

Chain of Command

Under the authority of:

• Accountability Assistant

Line Management: N/A

Working Relations

Internal:

• Area AME Manager
• AME Monitors/Monitors
• Project team.

External:

• Beneficiaries
• Communities
• Implementing Partners/ Partner Organizations

Objectives

Support the effective functioning of the Beneficiary Complaints and Response Mechanism (CRM), enhance the trust and confidence of beneficiaries, identify areas of our work which need to be improved and ensure that all targeted beneficiaries are aware of the CRM.

Duties and Responsibilities

Beneficiary Complaints and Response Mechanism (CRM)

1- Promotion of the CRM

a) Build capacity and understanding among beneficiary on CRM.

b) Accompany the AME and/or project teams to the field 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.

c) Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches.

d) Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Accountability Area focal point.

2- Field complaint registration for implementation of the CRM

a) Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback are adequately captured, analyzed, addressed, and responded to in a timely manner and utilized by the program and coordination teams.

b) Receive complaints through all CRM Channels e.g. complaint boxes, complaint desk and other referred by program or AME staff and register all complaint in Complaint follow up database (COMPFU).

c) Treat urgent and/or sensitive complaints with the immediate attention they require by ensuring a fast referral to Accountability Officer.

d) Check that material necessary to carry out the assessment is sufficient and appropriate; make sure to take the needed materials which support his existence in the field.

e) Probe to clarify unclear answers when receiving complaints.

f) Write down the observations and answers in an ordinate and clear way, recording responses accurately.

g) Record and forward suggestions received while in the field to the Accountability Officer in the base.

3- Reporting

a) Submit a weekly report to the Accountability Officer in the base containing complaints updates, trends and challenges faced.

b) Collect lessons learned and best practices from beneficiaries, community leaders, partners, and other stakeholders during assessment/monitoring missions.

4- Other

a) Assist Accountability Officer in the field with the 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.

Key Performance Indicators

· Functioning and effective Complaints Resolution Mechanism in place in all areas of implementation

· # of complaints registered during the past 6 months.

· # of awareness sessions held on CRM during the past 6 months.

QUALIFICATIONS

· At least one-year experience with NGOs and/or International Institutions.

· Good command of English, fluent Arabic are required

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

· University degree University degree in any major.

· Able to work under pressure.

· Good experience in giving awareness about the CRM to the Field Accountability staff.

· Good in report writing.

· Strong communication skills are required.

· Understands rights and protection issues of IDPs, children and women.

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