Accountability and Referral Officer

1. GENERAL OBJECTIVE

As part of the MEAL strategy, the Accountability and Referral Officer contributes to enhance PU-AMI accountability towards targeted communities, being responsible for managing the hotline, handling internal and external referrals, feedback and complaints.

Following PU-AMI Guidelines for Complaint and Response Mechanism (CRM), s/he will be the focal point for managing beneficiaries’ feedback and complaints, ensuring a timely response is provided and the CRM database is updated on a regular basis.

S/he is in charge of answering the calls of the hotline and welcoming people at PU-AMI’s premises. Following, PU-AMI Referrals Guidelines, s/he determines persons/household’s needs, based on their request, and refer them internally or externally to the proper stakeholders. S/he ensures the correct and timely computerization of all referrals-related data, including those collected at field level by the project staff. Moreover, s/he is responsible for ensuring a timely case follow-up, as well as maintaining the referrals database.

Finally, s/he produces weekly/monthly and upon-request reports on the Referrals and CRM mechanisms.

 

2. RESPONSABILITIES AND TASKS

 

Role and Responsibilities                

I. Feedback and Complaints management:

 

• Receive, classify and record beneficiaries’ feedback and complaints according to PU-AMI complaints code;
• Share and follow-up with the Program team any feedback and/or complaint about PU-AMI programmatic activities, received through the hotline, complaint boxes or any other channels in place;
• Ensure beneficiaries receive accurate information about PU-AMI’s CRM mechanism and a response within the timeframe established in the CRM guidelines;
• Ensure any sensitive complaints related to fraud or corruption are immediately referred to the mission focal point, following the Anti-Fraud & Corruption Policy;
• Ensure any sensitive complaints related to exploitation and sexual abuse are immediately referred to the mission focal point, according to the Child Protection Policy and Protection against Sexual Exploitation and Abuse Policy;
• Ensure confidentiality is observed anytime and at any stage of the CRM;

Ensure accuracy of the information recorded in the Feedback and Complaints database, as well its regular update.

 

II. Referrals Management:

 

• Answer the hotline calls and welcome the office visits with a professional and respectful attitude;
• Analyse each case to provide the callers/visitors with the relevant information or refer them to the staff in charge within PU-AMI or externally to other stakeholders;
• Communicate the case to the relevant department/person in charge, respecting dignity of the beneficiaries and ensuring confidentiality;
• Fill the Referral Database with accurate data issued from calls, visits or referrals sheets from field staff;
• Ensure the external referrals through the Inter Agency Form;
• Follow up on the cases with the relevant program team/external actors and fill the referral database with updates on the case on a regular basis;
• Revert to the beneficiaries with feedback on their case;
• In coordination with the Program team, keep the services and services providers contact list up to date.

 

III. Data management and reporting

 

• Translate data from Arabic to English and from English to Arabic (if needed);
• Ensure timely and correct data entry of the Phone/Visits logbook in the database;
• Do a proper archiving of the referral forms (internal and external);
• Organize on a weekly basis a meeting with the referral focal points of each PU-AMI team to ensure a proper follow up of the cases referred;
• Report to the MEAL Manager on these meetings and the related action points;
• Produce weekly/monthly analytical reports on referrals and any other data analysis as per the line manager request.

 

 

 

3. PRIORITIES OF THE DEPARTMENT

 

- Ensure accountability towards targeted community, by managing in an efficient and timely way feedback and complaints. - Ensure an efficient functioning of the hotline and the visit office;- Ensure a good implementation of the referral and follow up system (internally and externally);

- Reinforce the communication and the integrated approach between the different sectors of intervention through internal and external referrals.

 

 

Mandatory requirements

• Language skills: Fluent in English and Arabic (speaking/reading/writing)
• Education degree: Bachelor degree in Social Sciences field or any relevant field
• Work experience: : at least 2 years of general work experience, or 1 year of specific experience related to the position requirement preferably in an NGO
• Knowledge and skills: Acquaintance with INGO rules, procedures and regulations
  • Computer skills: Excellent knowledge of Word, Excel and Access (Data Manipulation and Report generation)
  • Very Good Typing Skills
• Other:

assets

• Interests: Accountability, Humanitarian Work, Interest for refugees issues
• Transversals skills:
  • Honest and trustworthy
  • Reliable, rigorous and well organized
  • Able to manage priorities, take initiatives and work without constant supervision
  • Strong understanding of humanitarian and accountability principles
  • Respectful attitude towards beneficiaries
  • Integrity and confidentiality