Background
Al-Hassaka National Hospital in Northeast Syria, implemented by UPP, is committed to ensuring that the services provided meet the needs and expectations of the beneficiaries. To enhance the feedback and accountability mechanisms within the hospital, UPP seeks to hire an Accountability Worker to support the Monitoring, Evaluation, Accountability, and Learning (MEAL) team. This role is essential in making sure that beneficiaries' voices are acknowledged, their feedback is valued, and any complaints are handled efficiently.
2. Purpose of the Position
The Accountability Worker has to strictly adhere to humanitarian protection principles in accordance with the UPPCode of Conduct; as they will play a key role in supporting the MEAL team by conducting Beneficiary Satisfaction Surveys (BSS), Focus Group Discussions (FGDs), and managing the complaints and feedback mechanisms within the hospital. This will involve direct engagement with beneficiaries to collect, document, and report their feedback, as well as ensuring that the complaints box is regularly checked and all issues raised are appropriately followed up on
The Accountability Worker will be responsible for:
Beneficiary Satisfaction Survey (BSS):
o Conduct regular BSS to gauge the satisfaction levels of beneficiaries with the services provided at the hospital.and encourage them to leave feedback when they desire to do so
o Ensure that surveys are conducted in a respectful, unbiased, and culturally sensitive manner.
o Accurately record and compile survey data for analysis by the MEAL team.
2. Focus Group Discussions (FGDs):
o Organize and facilitate FGDs with various beneficiary groups to gather qualitative insights into their experiences and needs.
o Prepare FGD guides, ensuring that discussions are focused, productive, and inclusive.
o Document the outcomes of FGDs and report key findings to the MEAL team.
3. Complaints and Feedback Mechanisms:
o Regularly check the complaints box, open it twice a month, and document all complaints and feedback received.
o Maintain effective records and a filing system for all complaints by using Kobo Collect, ensuring that all complaints are logged into the Kobo account and categorized for follow-up
o Liaise with the MEAL team and relevant hospital staff to ensure timely and appropriate responses to complaints and feedback.
4. Reporting and Documentation:
o Prepare and submit regular reports on FGDs, and complaints/feedback management to the MEAL team.And other input as required by MEAL team.
o Maintain accurate records of all interactions with beneficiaries, ensuring confidentiality and data protection.
o Support the MEAL team in analyzing feedback data to identify trends and areas for improvement.
5. Capacity Building and Training:
o Participate in training sessions organized by the MEAL team on FCRM, protection and other related topics; to enhance skills in conducting surveys, FGDs, and managing feedback mechanisms.
The ideal candidate for the Accountability Worker position should have:
• Educational Background: A degree or diploma in social sciences, community development, public health, or a related field.
• Experience: At least 1 year of experience in conducting surveys, facilitating discussions, or working in community engagement roles, preferably within the humanitarian sector.
• Skills: Strong communication and interpersonal skills, with the ability to engage with diverse beneficiary groups. Proficiency in data collection and reporting is essential.
• Language Proficiency: Fluency in Arabic is required; knowledge of English is an advantage.
• Cultural Sensitivity: Ability to work in a culturally diverse environment and demonstrate cultural awareness and respect.
5. Duration of the Assignment
This position is a full-time role for a period of 6 months, with the possibility of extension based on performance and project needs.
6. Reporting Line
The Accountability Worker will report directly to the MEAL Officer and FCRM Officer and will work closely with other members of the MEAL team.
نصيحة لحمايتك
ننصح بقراءة طريقة التقديم بعناية و التقيد بتعليمات التقدم للوظائف و المناقصات.