Job Detail

General responsibilities: Accountability entails a cyclical process of monitoring, review and remedy/action to assess progress, document success, identify problems that need to be rectified and take prompt action as and where needed. The Accountability Supervisor will interact closely with communities to assess sentiments of beneficiaries and feed this information back into the program as unfiltered as possible for PUI to respond in a measured and timely manner. The Accountability Supervisor is the first point of contact for beneficiaries that raise complaints. As such, the Accountability Supervisor will need to be neutral and establish mechanisms that based on the highest integrity which beneficiaries will trust. Under the direct management of the M&E Manager, the Accountability Supervisor will be in charge of the implementation and follow-up of all PU-AMI’s accountability efforts in the Central Region (receive and provide feedbacks). She is responsible for the correct use of PUI’s accountability tools and actively contributes to their dissemination and/or improvement if requested.

Objective 1هدف اول :

Activities/Main dutiesفعالیت ها/ وظایف عمده: Initial deployment and follow-up of PU-AMI feedbacks tools

1. Enhance  the  trust  and  confidence  of  beneficiaries,  identify  areas  of  our work  which  need  to  be  improved  and  ensure  that  PU-AMI’s teams  learn  from  the  feedback  provided  through this  process.
2. Implement and monitor the beneficiary complaints and feedback Mechanism:
3. Accompany the M&E 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 PUAMI’s areas of implementation, during field visits.
4. Maintain records of complaints and feedback mechanism awareness raising and promotion activities (including approximate numbers of participants)

Complaint desk:

1. On regular basis, the Accountability Supervisor will collect the feedbacks from beneficiaries in the different activity sites through a complaint desk.
2. Feedbacks will be entered in PU-AMI feedbacks and response database.
3. When relevant and feasible, the Accountability Supervisor will respond to the feedbacks received (phone calls to complainants)

Feedbacks Boxes:

4.  In all project sites, the Accountability Supervisor will deploy feedback boxes in relevant and easily accessible location.
5. On regular basis, the Accountability Supervisor will collect the feedbacks received in feedbacks boxes in the different activity sites.
6. Feedbacks will be entered in PU-AMI feedbacks and response database.
7. When relevant and feasible, the Accountability Supervisor will respond to the feedbacks received (phone calls to complainants)

AWAAZ Hotline:

1. The Accountability Supervisor will monitor feedback provided through the AWAAZ organization and respond to complainants when possible.

Objective 2هدف دوم:

Activities/Main dutiesفعالیت ها/ وظایف عمده: Ensure the efficient advertisement of PU-AMI complaints and feedback mechanisms

1. The Accountability Supervisor will design relevant and different advertisement tools (radio message, design of poster, leaflets etc.).
2. Develop adequate complaints and feedback mechanism IEC materials in a language that can be widely understood (including people with low levels of literacy).
3. The Accountability Supervisor will ensure the feedbacks mechanisms are advertised and clearly known by local communities in all intervention sites.
4. Build capacity and understanding among staff, partners and contractors on beneficiary accountability through trainings.

Objective 3هدف سوم : Activities/Main dutiesفعالیت ها/ وظایف عمده: Ensure a clear communication and coordination with program teams and correct referral and follow-up of sensitive complaints

1. Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution.
2. Maintain confidential and detailed records of all complaints in the complaint and feedback mechanism database and other electronic and hard copy filing systems, as appropriate.
3. Follow up on pending complaints with Project, M&E, and Coordination staff.
4. Shares monthly analytic reports with M&E manager and relevant stakeholders (if any), identifying the points to improve and good practices. Provide clear recommendations to program teams;
5.  Analyze patterns and trends in complaints to help PU-AMI improve its programming.
6.  Upon requests from her line manager, the Accountability Supervisor will implement field investigation and cross-check the information received.
7. Ensures proper follow up until case closed.
8.  Good coordination with office colleagues HFs staff and communities 

Dear candidates,     

To apply for this vacancy, please use the following link:  

https://docs.google.com/forms/d/e/1FAIpQLSc606t77VPdmqdfww4h0xMA_gt3R1uG_xz1wP0Yi1bDPWJ73g/viewform

If the link above does not work by clicking on it, please copy and paste it in the browser address bar.  

Make sure to press submit at the end of the application.  

Please note:  

       You are allowed to apply only before the closing date  

Only the candidates who meet the mandatory qualifications/requirements will be considered for the longlist  

A maximum of 15 best candidates from the ones who meet the mandatory qualifications/requirements (longlist) will be invited for a technical test (shortlist)  

If you are not invited for a technical test within a month’s period of time, please consider that your application was not considered for this vacancy.  

Female Candidates are highly encouraged to Apply

Validated copies of academic certificates/diplomas will be requested only if called for an interview   

Kind regards,     

The PU-AMI HR Team