Accountability Senior Officer in ACTED

ACTED is a French non-governmental organization founded in 1993, which 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 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.

The Accountability Officer contributes to improving the quality of ACTED programming through the accurate registration and timely follow-up of any feedback/complaints formulated as part of ACTED's Complaints and Response Mechanism (AFM). He/she also contributes to the development and dissemination of appropriate CRM messaging and communication strategies. The Accountability Officer will need to be neutral and establish mechanisms that are based on ACTED procedures and reflect the highest integrity standards, which (non)-beneficiaries can trust. 

Objectives

Establish and ensure the effective functioning of the Beneficiary Complaints and Response Mechanism ( AFM) in line with ACTED standard procedures, to enhance the trust and confidence of beneficiaries, identify areas of our work which need to be improved and ensure that ACTED learns from the feedback provided through this process. Built the capacity of Accountability staff and program staff on Accountability to Affected Populations best practices and guides the implementation of country AFM strategy across all project areas.

1. Identification and deployment of a range of available, accessible, relevant and appropriate communication means

1.1. Develop SOP's for assessments of communities' preferred means to submit complaints / feedback with ACTED;

1.2. Ensure the AFM offers as many communication means as possible, while taking into account the specificities of the local context and culture, as well as the type and resources of the project, beneficiaries' specificities, vulnerabilities and preferences, etc.;

2. Promotion of the CRM

2.1. Participate in kick-off and close-out meetings to promote the AFM and present the project AFM implementation strategy; 

2.2. Develop project-specific strategies to provide beneficiaries, communities and stakeholders with readily available information on the AFM throughout the project cycle, notably including a clear repartition of tasks between MEAL and Project implementation teams.

2.3. Build capacity and understanding among ACTED staff, partners and contractors on beneficiariesy accountability and more specifically on the objectives and functioning of the AFM, as well as on what to do / not to do when MEAL and project implementation teams for the same, in order to spread information / awareness about the AFM to beneficiaries and non-beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation.

2.4. Develop and disseminate clear country-specific AFM information / awareness raising materials in a language and visual format that can be widely understood (including people with low levels of literacy);

2.5. Regularly assess the effectiveness of all information-sharing efforts (notably via the assessment of communities’ level of awareness on the AFM at relevant frequency and under the guidance of the Country MEAL Unit),and incorporate findings into revised approaches.

2.6. At all times ensure (non)-beneficiaries feel safe to express concerns, complaints and feedback to an independent and unbiased staff member.

3. Complaints handling 

3.1. Receive and acknowledge receipt of complaints formulated through the AFM (including those received directly by other ACTED staff, through the hotline (if any), and actively seeking out feedback with the community);

3.2. Ensure that the content of complaints/feedback is adequately captured, categorized and analyzed in the COMPFU (COMplaints Follow-Up) as per ACTED procedures, paying specific attention to data quality;

3.3. Maintain a good understanding of ACTED programs, including through frequent meetings with Project implementation teams, to be able to respond directly, whenever possible, to requests for information (i.e. level 1 complaints as per ACTED’s sensitivity grid);

3.4. Channel complaints to the persons responsible for follow-up, as per ACTED standard beneficiary AFM procedures.

3.5. Treat urgent and/or sensitive complaints with the immediate attention they require;

3.6. Follow-up in person into complaints received in accordance with ACTED procedures;

3.7. Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up, and verify that all complaints are adequately and comprehensively addressed;

3.8. Respond to complaints respectfully, objectively, accurately, and in a timely manner (15 days), as per talking points defined with line manager, as per talking points agreed with relevant persons responsible for complaint follow-up;

3.9. Close complaints in the COMPFU once adequately addressed and a comprehensive response has been provided to the complainant, duly tracking all complaint resolution steps and efforts in the COMPFU;

3.10.Under the guidance of the Country MEAL Unit, and at relevant frequency, assess communities’ feedback and satisfaction on the AFM, and incorporate findings into revised approaches;

4. Reporting and Capitalization

4.1. Maintain records of AFM information / awareness raising / promotion activities (including approximate numbers of participants) for each project, and share with Project implementation team and line manager as required;

4.2. Maintain consistent, confidential and detailed records of all complaints in the COMPFU (and other electronic and hard copy filing systems, as appropriate) as well as enquiry reports (as relevant);

4.3. Ensure the COMPFU is password-protected at all times and all locations, the confidentiality of complaints data is respected, and this information is shared only with authorized persons as per ACTED procedures;

4.4. Analyze patterns and trends in complaints and regularly share findings with line manager, to identify and discuss lessons land, and help ACTED improve its programming;

4.5. When relevant, and in collaboration with line manager, organize meetings with relevant colleagues (PMs, Area coordinators, etc.) to present the AFM status / findings and discuss incorporation of lessons learned into revised programming.

4.6. Produce a monthly analytic AFM report and send to line manager, Country Director and HQ MEAL Manager, following the standard ACTED template.

4.7. Provide regular and timely updates on progress and challenges to line manager;

4.8. Maintain relationships with peers from other agencies to ensure the effective use of referrals both into and out from ACTED;

4.9. Integrate any accountability-related lessons learned and/or recommendations to the MEAL - managed country learning database, and contribute to their diffusion with coordination / MEAL / project staff.

5. Management

5.1. Directly manage all Accountability Officers and Assistants and support in their continued professional development.

5.2. Manage all operational components of the AFM online database and data visualization dashboard;

5.3. Provide regular reports on AFM cases by project, area and technical sectors;

5.4. Represent the Accountability Unity in learning exercises, reporting processes and project implementation meetings.

Key Qualifications

• Bachelor degree.
• Professional experience in client relations, project management, or relevant industry;
• Fluency in Ukrainian and Russian required, English is an advantage;
• Essential minimum technical qualifications:
• Experience in managing staff.
• Experience with Microsoft Excel and database management;
• Data visualization experience using Power BI;
• Flexibility and adaptability to ever-changing needs and responsibilities;
• Ability to work independently, willingness to learn;
• Good organizational, communication and interpersonal skills;
• Familiarity with Accountability to Affected Populations practices.

Умови:

• Офіційне працевлаштування згідно законодавства України;
• 3 місяці випробувального терміну
• Конкурентна офіційна заробітна плата, визначена тарифною сіткою ACTED;
• Регулярна оцінкand jobs and salary increases;
• 28 working days of paid vacation per year;
• Friendly international team professionals;
• Opportunity for career development;
• Medical insurance after 3 months of work with ACTED.< /li>

Attention! According to current legislation, upon employment, conscripted citizens of Ukraine must provide military registration documents and update their military registration data.

Attention! Per current legislation, individuals subject to military service duty must provide updated military registration documents while being employed.

Apply:

Interested candidates should send a resume in English or Ukrainian, specifying the position they are applying for in the subject of the letter (messages without specifying the position will not be considered). Only selected candidates will be invited for an interview. ACTED is an equal opportunity employer.

______________________________________________________________________________________________

“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.”