MEAL 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 post-crisis resilience 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.

Department Reporting Assistant: "Monitoring, Evaluation, Accountability and Learning" (MEAL) contributes to improving the quality of programs of the "AKTED" Branch by accurately registering and timely considering any complaints about the activities of the organization or staff / feedback / appeals, and also contributes to the development of appropriate messaging and communication strategies. The reporting assistant is the first point of contact for beneficiaries who need to file complaints or leave an appeal. Thus, the Reporting Assistant must be neutral and create mechanisms that are based on the organization's procedures and reflect the highest standards of integrity that the beneficiaries can trust.

Objectives:

Implement and ensure the effective functioning of the Beneficiary Complaints and Response Mechanism (AFM) in order to increase the trust and confidence of the beneficiaries, identifying areas for improvement and ensuring that the organization learns valuable lessons from feedback received.

Tasks and Responsibilities

Data collection and implementation of CRM (Feedback and Complaint Response Mechanism):

• Receive complaints feedback/appeals through all channels CRM;
• Ensure effective functioning of CRM in accordance with standard procedures of the organization; 
• All complaints / reviews / appeals of beneficiaries must be properly recorded; 
• All subscribers (applicants, complainants) must receive a response in a timely manner;
• Communication with beneficiaries must be in an understandable and courteous manner;
• Complaints/feedback/appeals from beneficiaries must be analyzed, considered and addressed;
• Address urgent and/or sensitive complaints with the immediate attention they require and ensure fast resolution;
• Ensure that all means of communication guarantee full confidentiality of general information, in order to protect the privacy and safety of the applicant, the subject of the complaint and other witnesses; 
• Initiate and facilitate regular feedback meetings/discussions, as needed.

 Reporting:

• All complaints/feedback/appeals should be properly recorded in the CRM database;
• Provide regular reports on CRM activities to management;
• Report problems or inability to receive feedback communication due to any circumstances.

Other:

• Provide regular and timely information about theogres and problems to managers and other team members
• Assist the project and MEAL teams in other activities at the request of the immediate supervisor
• Perform any other project-related activity at the request of the immediate supervisor.

Key performance indicators:

• A functioning and effective complaint resolution mechanism in all areas of implementation; 
• % of complaints closed within 15 days in the last 6 months.

Qualification requirements:

Basic requirements

• Understanding the primary purpose of feedback;
• Awareness of accountability practices to vulnerable populations;
• Necessary communication skills skills, the ability to control emotions, stress resistance, responsibility;
• Understanding the humanitarian situation in Ukraine;
• Excellent written and oral communication skills;
• Flexibility and adaptability to constantly changing needs and responsibilities; 
• Ability to work independently, willingness to learn;
• Experience with Excel and Word, KOBO software;
• Fluent Ukrainian and Russian languages;

Preferably

• Prior experience working in humanitarian organizations
• Proficiency in English

Attention! According to the current legislation, upon employment, citizens of Ukraine who are conscripted into the military 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.

We offer;

• Official employment;
• Regular salary review;
• 28 calendar days of annual leave;
• 3 additional days of leave per year according to internal policies;
• Payment of sick leave 100% of salary (up to 15 days per year) according to internal policies;
• Ability to work remotely 2 days a week according to internal policies;
• Health and life insurance after the end of the initial contract period;
• Comfortable modern office with a lounge area where tea and coffee are always available;
• A friendly multicultural team that supports the development and openness;
• Access to consultations with a professional psychologist to support mental health;
• English language courses to improve communication skills;
• Prospects for career growth.

“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.”