Job Description

ACTED Organization Summary:

Since 1993, as an international non-governmental organization, ACTED has been committed to immediate humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer-term opportunities for sustainable growth and fulfilling people’s potential.
ACTED endeavors to respond to humanitarian crises and build resilience; promote inclusive and sustainable growth; co-construct effective governance and support the building of civil society worldwide by investing in people and their potential. ACTED is active in 39 countries and implements more than 500 projects a year reaching over 20 million beneficiaries with 6,300 international and national staff.
ACTED has been present in Yemen since early 2012 and has been anchored to the governorates of Ibb, Hudaydah, Raymah, AlDhalee, Saadah, AlJawf, Aden, Dhamar, and Marib.
Through its comprehensive programming, ACTED has been covering the full continuum of emergency, rehabilitation, and development in Yemen. Emergency activities have focused in the sectors of Agriculture & Food Security (e.g., distribution of crop seeds, and livestock), Economic Recovery and Market Systems (e.g., income-generating activities such as cash for work), and WASH (e.g. rehabilitation of water supply facilities, hygiene promotion). ACTED’s food security activities include the distribution of food vouchers, which are a key component of ACTED’s interventions in the country.

ACTED Organization is pleased to announce the below job vacancy with the following details:

• Position: Accountability Assistant
• Department: Support
• Location: Hudaydah
• Contract Type: Fixed Term
• Contract Duration:  6 Months

DUTIES AND RESPONSIBILITIES 
 

Beneficiary Complaints and Response Mechanism (AFM) 

1.1.     Establishment and Promotion of the AFM 

• Contribute to the establishment, implementation, maintenance, and monitoring of the beneficiary AFM for the country mission in line with ACTED standard beneficiary AFM procedures; 
• Accompany the MEAL and/or project teams to the field in order to spread awareness about the AFM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits; 
• Support the development of AFM IEC materials in a language that can be widely understood (including by people with low levels of literacy);
• Maintain records of AFM awareness-raising and promotion activities (including approximate numbers of participants) and submit them to Project Managers as required; 

1.2.     Implementation of the AFM 

• Ensure the effective functioning of the beneficiary AFM 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;  
• Receive complaints through a telephone hotline, in writing, and in person; 
• Follow up on complaints received by other ACTED staff with the sMEAL diligence as complaints received through the AFM directly; 
• Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution; 
• Maintain confidential and detailed records of all complaints in the AFM database and other electronic and hard copy filing systems, as appropriate; 
• Respond to complaints objectively, accurately, and in line with ACTED guidelines, using the information provided by Project Managers, MEAL Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents, and procedures, etc; 
• Follow up on pending complaints with Project, MEAL, and Coordination staff; 
• Support analysis of patterns and trends in complaints to help ACTED improve its programming; 
• Contribute to producing a monthly analytic AFM report for ACTED staff, following the ACTED template; 
• Contribute to adaptation and improvement of the AFM based on monitoring of its effectiveness;
• Implement MEAL-assigned tasks when needed such as OSM, Verification, Field visits, PDM..etc when needed.

2. Other 

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

  
JOB REQUIREMENTS (QUALIFICATION, EXPERIENCE AND SKILLS)

• Bachelor's degree in management, Community Development, or related major; 
• Two years of practical experience in the same/similar role;
• Experience with monitoring and evaluation of humanitarian programs in Yemen;
• Good experience and confidence to deal with Constituency, beneficiaries, and community leaders e) Very good English (written and spoken) required;
• Have very good communication skills;
• Flexibility to perform other duties as assigned by the line manager;
• Experience drafting tools for qualitative and quantitative data collection  (e.g.  focus group discussions, household surveys, market surveys);
• Experience coordinating data collection in the field;
• Experience analyzing qualitative and quantitative data;
• Ability to travel and implement field locations and perform field visits as necessary;
• Competence in Microsoft Word, PowerPoint, and Excel. Experience using other statistical software or Open Data Kit or Kobo Toolbox preferred;
• Ability to operate in challenging environments requiring flexibility;

REQUIRED ATTITUDE

• Ability and willingness to work flexible hours;
• Organize personal workload and achieve results in time;
• Ability to work under pressure and in a stressful environment;
• Ability to communicate with people and create a friendly environment.