Job Description
Job Title: Accountability Assistant (IDPs)
Reporting to: Accountability Officer CBI
Sector: Shelter/CCCM Program
Location: Aden
Deadline: 26 March 2024
NMO is a registered national NGO with the Ministry of Social Affairs and Labor No. 284. Our mission is to take the lead to empower communities in Yemen through humanitarian response and sustainable development programs in a professional way through effective partnerships. NMO started its activity in Yemen since 2012, and has been implementing projects in 5 sectors namely FSL, Education, WASH, Shelter/CCCM, and Governance and skill-building.
NMO is looking for an efficient and qualified person to fill the post of Accountability Assistant - CBI to carry out the following tasks:
Tasks and Responsibilities:
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Answer the beneficiary hotline phone answer questions immediately if possible. If not, refer the cases to UNHCR CBI field focal points for further follow-up and resolution.
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Explain to the beneficiaries; They have been selected for cash assistance, how and where to receive cash, how much assistance they will receive, and how long.
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Communicate and disseminate any CBI messages with the UNHCR beneficiaries when required.
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Log all received complaints/feedback in the CFM database.
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Refer the complaints required partner's field verification to the partner's hotline and ensure that the complaints were successfully addressed.
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Report any sensitive or urgent feedback to the UNHCR CBI field focal point.
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Continuous follow with the partner's hotline to ensure the status and the documentation of all complaints received in the day.
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Regularly verify a percentage of the monthly assessment conducted by partners and log the observations into the ACT system.
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Any other task assigned by the CBI unit.
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Performing any other tasks that may be requested by the direct manager, according to the employee's capabilities and qualifications.
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Adhere to NMO policies and regulations.
Qualifications, Skills and Experience:
- Completion of secondary school education, a post-secondary certificate is desirable.
- Minimum of 1 year of experience working as a hotline/phone operator.
- Analytical skills including experience developing analysis for reporting.
- Good knowledge of the MS Office software (Word, Excel, Outlook, PowerPoint); and e-data applications.
- Knowledge of MEAL related work such as surveys, sampling, and data collection methodologies.
- Knowledge of CFM.
- Strong understanding of humanitarian principles, protection guidelines and protection mainstreaming.
- Native Arabic and good English skills are essential.
- Readiness to commit and adhere to the values, mission, and vision of the organization.
- Be available for regular trainings provided and support in identifying staff training needed.
- Attention to details and ability to communicate professionally and effectively - practical and problem-solver.
- Able to ensure quality delivery in stressful environment, punctuality and respect for rules and procedures, and to adhere to deadlines.
- Ability to deal with heavy work pressure.