Accountability Assistant (Daily worker)

Job Description

Position Summary

Action Contre la Faim (ACF) is looking to fill the role of Accountability Assistant (Daily worker). who will be  Covering Accountability Senior Officer during the field visit & leaves.

Under the direct supervision of Accountability Senior officer and MEAL Head of Department, the accountability Assistant will ensure that all feedback and complaints received are promptly communicated to Accountability Senor Officer to be addressed, followed up, and utilized to enhance the ACF’s understanding of the consequences of its programs across the country.

• Respond to hotline calls, collect mail and any other feedback/complaint as per SOP. 
• Communicate to his/her supervisor all complaints/feedback on daily basis, and communicate to complainants expected time to deliver the response, according to supervisor advices. 
• Maintain a proper recording system for all the complaints and feedback. 
• Processing complaints received on a daily basis, in a professional and timely manner according to the feedback and complaint response mechanism (FCRM) framework and SOP
• Collect and enter all data of a centralized telephone and e-mail for all feedback and complaints received accurately on a daily basis, sharing the database with the supervisor on a daily/weekly basis. 
• Organize, manage and update a complete database about feedbacks and response. 
• Elaborate statistics tables and graphs of feedback and complaints database. 
• Writing summary report indicating the type of FCRM established in each area of intervention and detailing key successes and challenges, with information support from MEAL HoD/Managers. 
• Provide formal feedback for all complaints that are being received via all the available FCRM. 
• Any other tasks as requested by the line management

Minimum Qualifications Needed

• Minimum of a College or Diploma in  Data Management, social sciences or communications;
• Experience in communications with affected communications (CWAC) or accountability to affected populations (AAP) activities;
• At least one years’ similar work experience with an international NGO;
• Experience with feedback and complaints response mechanisms;

    Strong commitment to Action Contre la Faim’s charter, mission and core values

Required Skills :-

• Ability to work confidentially and with discretion
• Good communication 
• Flexibility and capacity to meet schedules and timelines 
• Analytical skills 
• Good relations with people 
• Empathy 
• Organizational and planning skills (ability to prioritise)
• Demonstrable commitment to gender equality (programming)
• Strong understanding of concepts and features of data management tools
• Strong attention to detail and high level of accuracy in data management
• Proven ability to use MS office applications (excel is a must);
• Proactive self-starter who can demonstrate autonomous working;
• Maturity and professional ability to handle sensitive information and ability to respect the confidentiality of such information;
• Familiarity with humanitarian accountability standards and other international quality assurance mechanisms, including Sphere, Red Cross Code of Conduct (humanitarian principles), Core Protection Principles, People in Aid Code of Good Practice, etc.
• Speak and write Arabic and English fluently

Experience in an INGO and familiarity with the humanitarian principles would be an asset

We encourage people with disabilities and from other diverse backgrounds to apply (the work is primarily sedentary (office-based, seated). It requires the ability to communicate effectively using speech, vision and hearing). Female candidates are also strongly encouraged to apply.