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| Accountability Assistant | |||
|---|---|---|---|
| Country | Afghanistan | Province | Kabul, |
| Categories | Monitoring and Evaluation, | Type | Full Time |
| Post Date | 2024-09-30 | Close Date | 2024-10-03 |
| Vacancy No | KBL_059 | Gender | male female |
| No Of Jobs | 1 | Contract Duration | 6 Months (Extendable) |
| Education | Bachelor’s degree in social sciences, international development, or a related field | Experience | Proven experience (at least 2 years) in implementing beneficiary Complaints and Response Mechanism (CRM) or similar accountability mechanisms in humanitarian or development contexts. |
| Organization | Opportunities for you | Salary | According to Acted's Salary Scale |
About Company
About ACTED: Created in 1993, Acted is an international non-governmental organization pursuing a dual mandate of emergency response and development interventions in 40 of some of the world’s most vulnerable countries affected by conflicts, disasters, or socio-economic hardship. With a team of 7,000 national staff and 400 international staff, Acted implements 500 projects a year to support more than 20 million beneficiaries, notably in hard-to-reach areas. Acted goes to the last mile through programs and approaches that look beyond the immediate emergency towards opportunities for longer-term livelihood reconstruction and sustainable development. Guided by the motto “Think Local, Act Global” and its 3Zero –Zero Exclusion, Zero Carbon, and Zero Poverty – strategy, Acted puts local territories at the center and provides tailored support to local needs. Acted Afghanistan: Acted is working in 20 provinces in Afghanistan around the country. These provinces are affected by natural and man-made disasters. Acted provides relief and emergency assistance to vulnerable populations affected by displacements, conflicts, or natural disasters, in the fields of agriculture, shelter, wash, and food security.
Job Description
Job purpose:
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.
- Beneficiary Complaints and Response Mechanism (CRM)
- Establishment and Promotion of the CRM
- Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with Acted standard beneficiary CRM procedures;
- Build capacity and understanding among Acted staff, partners and contractors on beneficiary accountability and CRM;
- Accompany the MEAL 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;
- Develop CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
- Regularly assess the effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
- 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
- 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;
- Receive complaints through a telephone hotline, in writing and in person;
- Follow up on complaints received by other Acted staff with the same diligence as complaints received through the CRM directly;
- Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
- Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
- Respond to complaints objectively, accurately, and in line with Acted guidelines, using the information provided by Project Managers, MEAL Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
- Follow up on pending complaints with Project, MEAL, and Coordination staff;
- Analyse patterns and trends in complaints to help Acted improve its programming;
- Produce a monthly analytic CRM report for Acted staff, following the Acted template;
- Adapt and improve the CRM based on monitoring of its effectiveness.
- Other
- Provide regular and timely updates on progress and challenges to supervisors and other team members;
- Assist project and MEAL teams with other activities, as requested by the immediate supervisor;
- Perform any other related activities as assigned by the immediate supervisor.
- Any other task assigned by the line manager.
Job Requirement
- Bachelor’s degree in social sciences, international development, or a related field.
- Proven experience (at least 2 years) in implementing beneficiary Complaints and Response Mechanisms (CRM) or similar accountability mechanisms in humanitarian or development contexts.
- Familiarity with humanitarian principles, standards, and guidelines related to beneficiary accountability and complaints handling.
- Strong understanding of monitoring, evaluation, accountability, and learning (MEAL) concepts and practices.
- Excellent communication skills in both written and spoken English. Knowledge of local languages is an asset.
- Ability to work effectively with diverse teams and stakeholders, including beneficiaries, local authorities, and partner organizations.
- Strong organizational skills and ability to manage and prioritize multiple tasks efficiently.
- Develop and implement the beneficiary Complaints and Response Mechanism (CRM) following Acted standard procedures.
- Conduct capacity-building sessions on beneficiary accountability and CRM for Acted staff, partners, and contractors.
- Accompany MEAL and project teams during field visits to raise awareness about CRM among beneficiaries, local authorities, and stakeholders.
- Evaluate the effectiveness of information-sharing efforts and adjust strategies based on feedback.
- Maintain detailed records of CRM awareness activities and report to Project Managers as required.
Submission Guideline
Those who fulfill the above-mentioned criteria should send their updated CVs to the below submission email:
Kindly mention the Vacancy number, and position title in the subject line or your application may not be considered. (KBL_059/Accountability Assistant)
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.
No CV will be considered after the closing date.
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Acted is an equal opportunity employer and does not charge a fee at any stage of the recruitment process. All applications are free for all candidates, and no one should require any payment or compensation during the recruitment process.