Accountability Officer

Functions   Under the guidance of the Country AME Officer, the Accountability Officer’s role is to support project teams in ensuring programme quality as well as ensuring constructive and positive communication with ACTED project beneficiaries and other community members. The Accountability Officer will work closely as a part of the team unit with program field staff.   1.     Complaint registration, documentation and follow up Receive calls on the ACTED hotline during      the designated hours and fully document the communication Attend key ACTED events (eg.      Distributions) and document complaints Receive referred complaints from ACTED      field staff from their field visits Communicate key messages to complainant      for general and/or standard complaints to all complainants   2.     Data Entry and complaint follow up Fully enter information regarding the      complaints collected in a database and cross check the quality of that      data Categorize complaints and develop response      messages for the complainant in collaboration with the Country AME Officer      as relevant Re-contact complainants in a timely manner      according to the timeline communicated to the complainant at the time of      complaint registration and communicate the key messages established   The Accountability officer is also required to assist in other program or AME activities upon request of his/her direct supervisor.               Required personal qualities   The Accountability Officer will be appraised on his/her demonstration of the qualities and competencies listed below as well as from carrying out of the duties described in the previous section.   Diplomacy is required for all      interactions; this includes validating key messages with Project      Managers/Coordination before communicating information to refugees. Impartiality, objectivity and confidentiality      are imperative; Collection of data must be thorough and      accurately documented. Flexibility and adaptability are      essential, as well as the ability to plan, take initiative and organize      work independently Understanding the nature of work carried      out by programs is necessary for ensuring the relevance and usability of      the reports produced. Therefore a proactive and self motivated attitude      towards gaining a good understanding of ACTED programs is essential. In      addition some prior knowledge of project specifics practices is desirable. Competency in all computer related tasks      in Word and Excel is strongly desirable. Strong managerial skills including strong      staff training abilities (pedagogical skills). Ability to travel to the field for registration      of complaints and follow up communication as necessary.  Fluency in Arabic and English is required Good organizational and communication      skills with international and national staff and rural communities are      essential.