Асистент/-ка зі звітності (Accountability Assistant)

ACTED — французька неурядова організація, заснована в 1993 році, яка підтримує вразливі верстви населення, які постраждали від гуманітарних криз у всьому світі. ACTED надає постійну підтримку вразливим громадам шляхом забезпечення стійкості післякризових заходів та готовності до довгострокових викликів, що стоять перед населенням, з метою подолання циклу бідності, сприяння розвитку та зменшення вразливості до катастроф. Наші співробітники завжди готові реагуванню в надзвичайні ситуації, підтримці та відновленню сталого розвитку через 450 проектів у 43 країнах.

Job Purpose

The Accountability Assistant contributes to improving the quality of ACTED programming through the accurate registration and timely follow up of any complaints about ACTED’s activities/staff and also contributes to the development of appropriate messaging and communication strategies. The Accountability Assistant is the first point of contact for beneficiaries who need to raise complaints. As such, the Accountability Assistant will need to be neutral and establish mechanisms that based on the highest integrity which beneficiaries will trust. 

Objectives 

Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, 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.     

 Duties and Responsibilities 

1. Beneficiary Complaints and Response Mechanism (CRM)

Establishment and Promotion of the CRM

1. Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures;
2. Accompany the AME and/or project teams to the field in order to spread awareness about the CRM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
3. Develop CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
4. Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
5. Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required
   
   Implementation of the CRM

1. Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams; 
2. Receive and respond to complaints through telephone hotline, in writing, and in person;
3. Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
4. Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
5. Respond to complaints objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
6. Follow up on pending complaints with Project, AME, and Coordination staff;
7. Adapt and improve the CRM based on monitoring of its effectiveness.

Other

1. Provide regular and timely updates on progress and challenges to supervisors and other team members;
2. Assist project and AME teams with other activities, as requested by immediate supervisor;
3. Perform any other related activities as assigned by immediate supervisor. 

Key Performance Indicators

• Functioning and effective Complaints Resolution Mechanism in place in all areas of implementation
• % of complaints closed within 15 days during the past 6 months

Key Qualifications

• Prior experience with humanitarian or development agencies is preferred;
• English language skills are preferred;

Умови:

• Офіційне працевлаштування згідно законодавства України;
• Конкурентна офіційна заробітна плата, визначена тарифною сіткою ACTED;
• Регулярна оцінка роботи та підвищення заробітної плати;
• 28 робочих днів оплачуваної відпустки на рік;
• Дружня міжнародна команда професіоналів;
• Можливість розвитку кар'єри;
• Медична страховка після 3 місяців роботи з ACTED.

Увага! Згідно чинного законодавства, при працевлаштуванні військовозобов'язані громадяни України зобов'язані надати військово-облікові документи та оновити свої військово-облікові дані.

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

 “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.”