آخر اعلانات الوظائف

Promotion of the AFM

•           Monitor the beneficiary Acted Feedback Mechanisms (AFM) for the country mission in line with Acted standard beneficiary AFM procedures.

•           Conduct field visits throughout the project 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.

•           Distribute AFM materials widely (including for people with low levels of literacy).

•           Maintain records of AFM awareness raising and promotion activities (including approximate numbers of participants) and submit, after validation from line manager, to Project Managers as required.

  2.  Complaints handling

•           Ensure the effective functioning of the beneficiary AFM and that beneficiary complaints/feedback are adequately captured and reported.

•           Receive complaints and ensure to register them all in the Complaint follow-up (COMPFU) database and/or platform.

•           Respond to complaints objectively, accurately, and in line with Acted guidelines, using information provided by Project Managers, MEAL Officers/enumerators, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc.

•           Treat urgent and/or sensitive complaints with the immediate attention they require and ensure a fast resolution.

•           Write down the observations and answers in an ordinate and clear way, recording responses accurately.

•           Forward all sensitive complaints and suggestions received to the Country Accountability Senior Officer.

3. Reporting :

•           Report frequently to NES Accountability Officer and the Country Accountability Senior Officer about the progress or major problems and challenges that could happen in the field.

•           Conduct weekly analyses of pending complaints for each project.

•           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.

Key Performance Indicators

• Number of field visits conducted during the past 6 months.

• Number of complaints registered.

• Number of responses shared to complainers.

• % of complaints closed within 15 days.

• Number of feedback submitted on time to the line manager.

• Number of practical lessons learned suggested.

•  consistent, password-protected, up-to-date and comprehensive COMPFU platform maintained.

1-   Essential Qualifications

·       Bachelor’s degree or associate degree in any related field.

·       Minimum of 1 year of experience with NGOs and/or international institutions in a similar role or in Accountability in general.

·       Intermediate in English and Excellent in Arabic (written and spoken).

·       Good level in the Microsoft Office suite.

·       Candidates must be residing in Deir Ez Zor Governorate.

·       Excellent writing (especially when expressing the community’s request).

·       Good experience in giving awareness about the AFM or similar mechanisms.

·       Strong communication skills.

·       Ability to work under pressure in a high-paced environment.

·       Understands rights and protection issues of children and women.

·       Attention to detail and commitment to producing high-quality work.

·       Strong interpersonal skills.

·       Good organizational and prioritization skills.

2-   Preferred Qualifications

·       2 years or more experience with NGOs and/or international institutions in a similar role.

·       Pre-intermediate or higher in the English language is an asset.

·       Advanced level in the Microsoft Office suite.

·       Female candidates are preferred.