GOAL Turkey Accountability Assistant At GOAL

GOAL in Syria:

GOAL has been working in Syria since 2012, responding to the acute needs of conflicted affected communities. GOAL is working in Idlib Governate delivering food, non-food and cash voucher programming to highly vulnerable populations. GOAL is working closely with local partners in the delivery of its intervention.

GOAL in Turkey:

GOAL has been implementing programmes in Turkey since 2016 and has an open-ended registration to operate in the country. In addition to over 85 dedicated program staff members based in our field offices in Mersin, Adana, Hatay, Gaziantep and Şanlıurfa, GOAL Turkey also benefits from administrative and operational supports provided by GOAL Syria Response Programme’s Turkey-based staff members in Ankara and Hatay.

GOAL Turkey benefits from strong relationships with key stakeholders within the country’s national refugee response framework and has established trust within targeted communities. Our contribution to the national refugee response in Turkey has focused on addressing gaps and responding to identified protection needs and livelihood needs/issues of vulnerable and marginalized refugees in southern Turkey. In 2020, GOAL reached over 25,000 refugees with targeted protection support activities.

GOAL is currently implementing two projects (ECHO funded LINK and PRM funded GREEN) in Turkey. The LINK program targets refugees from nomadic / semi-nomadic backgrounds and those engaged in seasonal agricultural labour. 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. The Green program aims to improve the 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 (outreach, drop-in social support centres, information provision and awareness raising; and provision of special needs and individual protection assistance services) including case management (CM)/coaching services for language and vocational skills trainees and vocational skills trainings on greenhouse production and agriculture, establishment of a greenhouse complex and a women cooperative.

Job purpose:

GOAL seeks an Accountability Assistant for its Turkey program. Under the supervision of GOAL Turkey MEAL Manager, and as part of the MEAL team, the primary responsibility of the Accountability Assistant is to ensure effective functioning of the community Feedback Mechanism (CFM) and all beneficiary complaints/feedback are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program teams. She/he will also support the MEAL department in conducting other MEL activities when needed and requested by his supervisor.

General Functions of the role

• Work with LINK/GREEN teams and other professionals from a range of organizations to provide services that deliver the best possible outcomes for vulnerable/marginalized individuals and their families.
• At all times, be up to date on his/her knowledge on Accountability system, procedures, relevant technologies and tools.
• Ensure adherence to internationally recognized Accountability principles and standards.
• Ensure adherence with GOAL’s code of conducts and other internal policies i.e. on confidentiality, safeguarding, equality, diversity and inclusion including the GOAL’s commitments to the protection from sexual exploitation and abuse (PSEA).
• Participate in one to one performance development reviews/appraisals and contribute to the identification of own development needs.
• Ensure full compliance with the GOAL’s health and safety policy and all locally agreed safe methods of work.

Key Responsibilities and Duties

Working under direct supervision of MEAL Manager:

• Contribute to the development of the Accountability Framework for the country program.
• Contribute to the design and deployment of new Accountability tools as required.
• Travel to all areas of work (when needed) to collect beneficiaries feedback/concerns
• Contribute to GOAL Turkey lesson learned database, share these lessons with the program team in timely manner.
• Oversee the roll-out of activities and training of GOAL Turkey Accountability Framework to Turkey Program and update the framework as delegated by the MEAL manager.
• Contribute to the development/revising of SOPs for the Accountability Framework and respond to feedback obtained from beneficiaries per SOPs/Guidelines.
• Manage the day-by-day functions of CFM and its channels (ie: Hotline, WhatsApp, Emails, verbal inquiries, suggestions, and complaints of GOAL beneficiaries. etc).
• Refer all received cases to the relevant staff/departments within GOAL in a timely manner.
• Follow up internally with the referred cases until the complaint/request/suggestion, etc. from clients adequately addressed/resolved and the timely feedback provided to them.
• Continuously innovate and improve the complaint and response mechanism to improve accountability to beneficiaries, authorities, community members, suppliers and donors.
• Monitor complaints received and response (follow up) processes through developing and maintaining a logging or tracking mechanism.
• Treat urgent and/or sensitive complaints with the immediate attention they require and ensure fast-track responses.
• Maintain confidential and detailed records of all complaints in the CFM database and other electronic and hard copy filing systems, as appropriate.
• Provide regular and timely updates on progress and challenges to supervisors and other team members;
• Clean CFM databases analyse it and prepare all CFM related reports then share them with his supervisor to be reviewed

Other Duties

• The post holder may be requested to undertake other activities and duties as mutually agreed with the MEAL Manager. This Job Description is intended as a guide to the position and is subject to change at GOAL’s discretion.

Requirements (essential)

• A minimum of bachelor’s degree in a related field.
• A minimum of one to two years’ working experience with I/NGOs.
• Good knowledge of Microsoft Office (especially excel), CommCare and PowerBI.
• Excellent verbal and written communication skills (Arabic and Turkish).
• Good analytical skills, attention to details, and critical thinking ability.
• Commitment to humanitarian principles and values.
• Good communication, interpersonal and motivational skills.
• Experience designing applications/forms with ODK-based digital data collection software especially CommCare (or other software e.g. SurveyCTO, Survey 123, ODK, iFormBuilder, Kobo, etc.)
• Experience in PowerBi.
• Knowledge of Sphere and Core Humanitarian Standards.

Requirements (desired)

• Proficiency in English language is an advantage.
• Demonstrated ability to anticipate delays and bottlenecks, analyse risk and pre-emptively manage it.
• Commitment to capacity building.
• Good team player, flexible and capable of working with a multinational country team, and capable of working under pressure.
• Confident and skilled in presentation and facilitation, proven record in provision of trainings a plus.
• Knowledge of statistical software packages, such as SPSS, Stata and/or R preferred.