Accountability Officer At Syria Relief & Development

Syria Relief & Development (SRD) is a 501(c)(3) non-profit organization providing humanitarian aid to Syrians affected by violence, hunger, poverty, injury, and displacement. Our Mission is to provide crisis humanitarian relief and plant the seeds of sustainable development for the people of Syria. Our Vision is to maintain humanitarian relief and mobilize resources to develop a comprehensive agenda for sustainable development in Syria.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The main responsibility of the Accountability Officer will be to ensure that the complaints and feedback mechanism is in place and effectively implemented. The Accountability Officer will be responsible for meeting the requirements under the SRD Operational Framework for Accountability to Affected Populations, in particular with regard to information sharing, beneficiary participation, complaints and response mechanism, and accountability in design, monitoring, and evaluation. The Accountability Officer will facilitate the implementation of the complaints and feedback mechanism activities in line with the SRD Accountability Policy and will include a range of tasks, including:

• Manage SRD complaints and response mechanism system (CRM) and ensure the effectiveness of the CRM system for SRD activities in Syria and Turkey.
• Follow up on outstanding beneficiary feedback with relevant departments and stakeholders.
• Ensure data collection, reporting, and follow-up on each complaint/feedback received.
• Monitor complaints and feedback received and response/follow-up through developing and maintaining a systematic tracking mechanism.
• Support programming staff to ensure projects are implemented with the participation of all affected communities and information exchange with affected communities.
• Plan and conduct training on accountability and capacity development for staff of SRD facilities.
• Receive, process, and respond to beneficiary feedback and complaints and guide beneficiaries seeking assistance through the SRD Complaint and Feedback Mechanisms.
• Produce regular reports on accountability activities to support learning under conditions similar to help notes and to facilitate any follow-up.
• Analyze trends of the complaints and feedback received to help improve programming.
• Documenting lessons learned and recommendations.
• Ensure that accountability activities and processes are implemented in accordance with the SRD Accountability policy. Furthermore, support the MEAL Coordinator in reviewing and updating the SOPs for accountability when needed.
• Ensure the effective functioning of SRD’s CFM and that complaints/feedback are adequately captured, analyzed, addressed, and responded to objectively in a timely manner.
• Maintain documentation of records, classified complaints should be in a secured database and periodically update data in order to produce reports on a weekly & monthly basis to superiors.
• Perform any other related activities as assigned by superiors.

Required Qualifications and Skills:

• Excellent communication, presentation, problem-solving and interpersonal skills.
• Excellent facilitation skills, and a strong understanding of how to collect feedback safely and accurately from all community members regardless of their age, gender, or other diversity factors.
• Solid computer skills and proficiency in MS Word and Excel as a minimum.
• Bachelor’s degree in Social Sciences, Business, Development, or any related field.
• Previous experience of at least 3 years in implementing the complaints mechanism or monitoring and evaluating humanitarian programs