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 endeavours 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.
Greening strategy:
Acted’s greening strategy aims to tackle environmental degradation and climate change while meeting the needs of the most vulnerable who are often those most affected by the deepening environmental crisis. Each Acted employee will adhere to these principles through key green programming responsibilities:
- Contribute towards the adherence and development of the greening strategy plan.
- Explore innovative green programming opportunities and/or solutions within your realm of responsibilities and roles
- Encouraging and promoting environmental safeguarding processes and environmental programming standards in accordance with SOPs and technical guideline notes
Acted PSEAH Policy:
The Accountability Assistant has the responsibility to adhere to the PSEAH Policy (Protection against Sexual Exploitation, Abuse, and Harassment). The Accountability Assistant has the obligation to complete all mandatory trainings related to the Code of Conduct and the PSEA policy and report any safeguarding concern, such as breaches of organisational policies or codes of conduct, according to ACTED’s procedures. The Accountability Assistant carries out work duties in a way that does not harm children, vulnerable adults, or other staff or volunteers.
Location: Aleppo
Start Date: ASAP
Job Purpose:
The Accountability Assistant will be the primary support person for implementing Acted’s Accountability and Feedback Mechanisms (AFM) process, as the first point of contact for receiving, reviewing, addressing, and responding to beneficiary feedback and complaints. S/he will coordinate closely with the MEAL, program, and senior management staff to ensure that beneficiary complaints and feedback are properly addressed.
Accountability Assistant is the first point of contact for beneficiaries who need to raise complaints. As such, the Accountability Assistant will need to be neutral.
Objectives:
Collect feedback (compliments and complaints) continuously and efficiently from the field and via WhatsApp, report it in a timely manner, enhance the trust and confidence of beneficiaries, identify areas of work which need to be improved to ensure that Acted learns from the feedback provided through this process.
Duties and Responsibilities
1-Promotion of the AFM
- Monitor the beneficiary Accountability and Feedback Mechanisms (AFM) for the country mission in line with Acted standard beneficiary AFM procedures.
- Conduct field visits throughout the project to spread information/awareness about the AFM to beneficiaries and non-beneficiaries, as well as local authorities and stakeholders in Acted’s areas of implementation.
- Distribute AFM materials widely (including for people with low levels of literacy).
- Maintain records of AFM awareness raising and promotion activities (including approximate numbers of participants) and submit, after validation from line manager, to Project Managers as required.
2-Complaints handling
- Ensure the effective functioning of the beneficiary AFM and that beneficiary complaints/feedback are adequately captured and reported.
- Receive complaints and ensure to register them all in the Complaint follow-up (COMPFU) database and/or platform.
- Respond to complaints objectively, accurately, and in line with Acted guidelines, using information provided by Project Managers, MEAL Officers/enumerators, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc.
- Treat urgent and/or sensitive complaints with the immediate attention they require and ensure a fast resolution.
- Write down the observations and answers in an ordinate and clear way, recording responses accurately.
- Forward all sensitive complaints and suggestions received to the Country Accountability Officer.
3-Reporting
Report frequently to the Country Accountability Officer about the progress or major problems and challenges that could happen in the field.
Conduct weekly analyses of pending complaints for each project.
Integrate any accountability-related lessons learned and/or recommendations to the MEAL-managed country learning database, and contribute
Key Performance Indicators
Number of field visits conducted during the past 6 months.
Number of complaints registered.
Number of responses shared to complainers.
% of complaints closed within 15 days.
Number of feedback submitted on time to the line manager.
Number of practical lessons learned suggested.
1 consistent, password-protected, up-to-date and comprehensive COMPFU platform maintained
QUALIFICATIONS:
Essential Qualifications
Bachelor’s degree or associate degree in any related field.
Minimum of 1 year of experience with NGOs in a similar role or in MEAL/Accountability.
Intermediate in English and Excellent in Arabic (written and spoken).
Good level in the Microsoft Office suite.
Excellent writing (especially when expressing the community’s request).
Good experience in giving awareness about the AFM or similar mechanisms.
Strong communication skills.
Ability to work under pressure in a high-paced environment.
Understands rights and protection issues of children and women.
Attention to detail and commitment to producing high-quality work.
Strong interpersonal skills.
Good organizational and prioritization skills.
Preferred Qualifications
2 years or more experience with NGOs in a similar role.
Pre-intermediate or higher in the English language is an asset.
Advanced level in the Microsoft Office suite.
How to apply
Interested and qualified applicants should apply by filling out the application form through this link
Area Accountability Assistant / NWS - Aleppo – Fill in form
Only the shortlisted candidates will be contacted.
By applying for this position, you certify that all the details of your current application, are true to the best of your background and knowledge. You accept the legal mentions of www.acted.org and authorize the automated processing of your personal data by ACTED for recruitment, HR management and administrative compliance control purposes, in accordance with European regulations for the protection of personal data.(http://www.acted.org/)
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 for 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.
Applicants must provide complete and accurate information pertaining to their personal profile and qualifications to be considered for the current job opening. No amendment, addition, deletion, revision, or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided.
ACTED reserves the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.