Job Detail

The Accountability Assistant contributes to improving the quality of ACTED programming through the accurate registration and timely follow-up of any complaints about ACTED’s activities/staff and also contributes to the development of appropriate messaging and communication strategies. The Accountability Assistant is the first point of contact for beneficiaries who need to raise complaints.

1. General objective

1. The Accountability Assistant contributes to improving the quality of ACTED programming through the accurate registration and timely follow-up of any complaints about ACTED’s activities/staff and also contributes to the development of appropriate messaging and communication strategies. The 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 and establish mechanisms that are based on the highest integrity which beneficiaries will trust.

Duties & Responsibilities:

Beneficiary Complaints and Response Mechanism (CRM)

 Establishment and Promotion of the CRM

5. Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures;
5. Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and CRM;
5. 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;
5. Develop CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
5. Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
5. Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required;

  Implementation of the CRM

5. Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
5. Receive complaints through telephone hotline, in writing and in person;
5. Follow up on complaints received by other ACTED staff with the same diligence as complaints received through the CRM directly;
5. Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
5. Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
5. Respond to complaints objectively, accurately, and in line with ACTED guidelines, using the information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
5. Follow up on pending complaints with Project, AME, and Coordination staff;
5. Analyse patterns and trends in complaints to help ACTED improve its programming;
5. Produce a monthly analytic CRM report for ACTED staff, following ACTED template;
5. Adapt and improve the CRM based on monitoring of its effectiveness.

  Other

5. Provide regular and timely updates on progress and challenges to supervisors and other team members;
5. Assist project and AME teams with other activities, as requested by the immediate supervisor;
5. Perform any other related activities as assigned by the immediate supervisor.

KEY PERFORMANCE INDICATORS

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

% of complaints closed within 15 days during the past 6 months.

Those who fulfill the above-mentioned criteria should send their updated CV & Cover letter to the below submission Email: afghanistan.jobs@acted.org.

Kindly mention the Vacancy Number, Position Title along with Province name in the subject line of your email or your application may not be considered.

Please, do not send heavy size documents (i.e. Tazkira, Education documents, work certificates)

Only shortlisted candidates will be called for the next stage of recruitment.

Interested candidates should submit their applications before 5:00 PM Saturday, 24th Sep.

Note: Female qualified applicants are strongly encouraged to apply.

No CV will be considered after the closing date