Accountability Assistant in ACTED

ACTED is a French NGO founded in 1993 that supports vulnerable populations affected by humanitarian crises around the world. ACTED provides ongoing support to vulnerable communities by ensuring the sustainability of post-crisis interventions and preparedness for the long-term challenges facing populations in order to break the cycle of poverty, promote development and reduce vulnerability to disasters. Our employees are always ready to respond to emergency situations, support and restore sustainable development through 450 projects in 43 countries.

Goals

To implement and ensure the effective functioning of the Complaints and Response Mechanism (AFM) to increase beneficiary trust and confidence, identify areas for improvement and ensure that Acted learns valuable lessons from the feedback received. 

Duties and Responsibilities

1. Data collection and CRM implementation (Feedback Response Mechanism complaints)

• Receive complaints feedback/ appeals through all CRM channels

• Ensure effective functioning of CRM according to standard ACTED procedures

• All complaints / feedback/ appeals of beneficiaries must be properly recorded

• All subscribers (applicants, complainants) must receive a timely response. 

normal">Address urgent and/or sensitive complaints with the immediate attention they require and ensure prompt resolution. 
 

• Initiate and facilitate regular feedback meetings/discussions as required. 

1. Other  

• Provide regular and timely information on progress and issues to managers and other team members

• Assist the project and MEAL teams in other activities as requested by the direct supervisor

• Perform any other activity related to the project at the request of the immediate supervisor.

KEY INDICATORS EFFICIENCY

• Functioning and effective complaint resolution mechanism in all areas of implementation

• % of complaints closed within 15 days in the last 6 months

Awareness of accountability practices before vulnerable population groups 

“ACTED has a zero-tolerance approach to sexual exploitation, abuse and harassment (SEAH). Please note that any candidate offered a job will sign the Code of Conduct, and related policies, as part of their work contract. Misconduct can lead to dismissal.”