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مساعد المساءلة وآلية الإستجابة للشكاوي في مكتبي إدلب وريف حلب



مساعد المساءلة وآلية الإستجابة للشكاوي في مكتبي إدلب وريف حلب

 

 

Vacancy announcement 

 

People in Need is looking Accountability CFRM Assistant for its Syria Mission based in South Idleb and Aleppo Office 

 

Position: Accountability CFRM Assistant   

Location: North West Syria  

End of application :30 September 2021 

Administrative Line Manager: Accountability Team Leader-NWS 

Technical line manager: Senior CRM Officer, Gaziantep 

 

ABOUT PEOPLE IN NEED: 

PIN has been working in Northern Syria since 2012, providing emergency relief and early recovery support to conflict-affected communities. Programmers for conflict-affected communities in Syria focus mainly on Emergency Food Assistance, WASH, and Education, in addition to Early Recovery and Livelihoods activities. PIN’s contribution to the Syria humanitarian response is amongst the largest, with an annual turnover of over $30 million, engaging over 350 full- time staff members across Northern Syria and cross-border response hubs in neighboring countries. 

 

DEPARTMENT OVERVIEW: 

Accountability department is responsible to mainstream accountability throughout Syria and Iraq Mission. It mainly includes conducting CHS self-assessment and preparing Accountability Improvement Plan, developing and implementing Community Feedback and Response Mechanism, preparing and implementing community communication and participation guidelines, conducting investigations of complaints, providing support in corruption risk management and developing guidelines and tools for quality control.  

 

GENERAL POST DISCRIPTION: 

Workload allocation: 80% of working hours\ days are allocated to CFRM related tasks and 20% for other Accountability related tasks. Task allocation is done through coordination and agreement with both Technical and administrative line managers.  

 

Under Accountability: 

 Accountability Assistant will be conducting regular field visits of PIN’s implemented activities to ensure the operationalization of an established feedback/accountability mechanism on the field level. 

Providing support to all program teams at field level to ensure that beneficiaries and other stakeholders are aware of CFRM and available communication\ feedback channels provided by PIN. 

 

Under CFRM: 

Accountability Assistant will assist in establishing and running Community Feedback and Response mechanisms. S/he will manage CFRM channels (WhatsApp, Feedback Box, Face-to-Face) and receive, acknowledge, register/record and respond complaints from communities and other stakeholders. 

 

FUNCTIONAL AND HIERARCHICAL REPORTING LINES: 

Administrative line Manager: Accountability Team Leader, NWS. 

Technical line Manager: Senior CFRM Officer, Gaziantep 

Collaboration and coordination with M&E and program team for field visits when relevant.   

 

PRINCIPAL JOB DUTIES (RESPONSIBILITIES AND TASKS): 

I. Key responsibilities: 

Key Accountability responsibilities (20 % of assigned tasks):  

 

• Ensuring display of CFRM banners and Feedback boxes during field visits, in addition ensure distribution of CFRM cards to beneficiaries and other stake holders.  

• Provide support to program teams to ensure that beneficiaries and other stake holders are sensitized during field visits about CFRM and available communication\ feedback channels. 

• Treat complainants with dignity, including sensitizing field monitors, vendors, and agents on such principles. 

• Preparing field visits report and sharing to Accountability Team leader. Highlighting the main issues encountered throughout the visit, with observations relevant to improvement of processes, in addition to communication and implementation of CFRM. 

Key CFRM responsibilities (80 % of assigned tasks): 

 

• Communicating with beneficiaries on daily basis during official working hours.  

• Regularly communicate with beneficiaries to provide feedback to their complaints.  

• Prepare reports on the cases registered through the CFRM system.  

• Treat complainants with dignity, including sensitizing field monitors,vendors, and agents on such principles.  

• Translate needed documents when line manager asks. 

• Receive, acknowledge, register/record and respond to complainants through CFRM channels Hotline, feedback boxes and face-to-face.  

• Download complaints recorded on Kobo on daily basis then enter them in CFRM log. 

 

II. Other: 

 

• Other tasks assigned by employee’s Line Manager corresponding to actual needs of the mission, programs, and projects.  

• Substitute relevant colleagues (fully or partially) during their absence when assigned by employee’s Line Manager.  

• Understand and adhere to the mission’s National Staff Handbook, PIN Code of Conduct, PIN Key Policies and relevant guidelines.  

• Participate in one to one performance development reviews/appraisals and contribute to the identification of own development needs.  

 

PRINCIPAL COMPETINCES REQUIRED: 

I. Technical competencies: 

• Bachelor’s degree preferably in communications, Social sciences, Law, or any other relevant discipline is required; 

• Familiarity with the humanitarian context in Syria; 

• Previous experience with Monitoring and Evaluation and Accountability Mechanisms is an asset but not a requirement. 

• An excellent command of Arabic, (Native). English knowledge is strongly desirable and will be vetted during hiring process.   

• Good command on MS Office, Knowledge on other applications such as Kobo is desirable.  

 

II. Skills competencies such as behavioural, interpersonal and personal skills 

 

• Good communication skills 

• Have High integrity and demonstrated ability to follow standards and policies 

• Ability to handle all types of calls/problems in a non-judgmental manner 

• Stress management and ability to meet deadlines 

• Analytical and problem-solving skills are an asset. 

 

Note:  

Female candidates are highly encouraged to apply for this position. 

 

How to apply:  

 

Interested Qualified candidates can submit their application through the below link: 

https://airtable.com/shrHDpWyWaSQTMkL2

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