Location: Any office in Concern (Ain Al Arab, Menbji, Al-Thawrah, Raqqa, Kisreh)Any office in Concern (Ain Al Arab, Menbji, Al-Thawrah, Raqqa, Kisreh)

Job Purpose:

Reporting to the MEAL Coordinator, the Accountability Officer will be responsible for managing the effective implementation of the organization Complaints Response Mechanism (CRM). To do so, ensuring the CRM is functional according to CRM guidelines (including, receipt of complaints, recording complaints, forwarding complaints, responding timely to complainants, digital recording and archiving)  and strengthening accountability practices as defined by the Country Office Accountability Plan for Syria programmes. Drafting the monthly CRM reports to inform the analysis of the CRM activities within Northeast Syria. To ensure input from beneficiaries throughout the programme cycle. To strengthen the community confidence in the CRM system. To raise the voices of marginalized communities. 

• Managing organization CRM as first point of contact for all Accountability assistant.
• Oversee the complaints and feedback received, ensuring non-sensitive important complaints responded in a timely manner and closed within complaints response framework policy in compliance with the Core Humanitarian Standard (CHS).
• Escalate to the MEAL coordinator if programme officers are not responding to the compliants within the timeframe or if there are repeated feedback from the community.
• Support the MEAL coordinator with the technical support to accountability systems in program design, proposal formulation and donor compliance.
• Lead the drafting of relevant handbooks/ manuals/ and policies to support implementation of accountability actions.
• Lead the SoP for the accountability assistants in each office for their oversight of the CRM system, and reporting channels.
• Work with the Accountability assistants with the development of weekly, monthly and quarterly workplans, reviewing and providing feedback.
• Develop weekly, monthly and quarterly workplans for the oversight of the CRM system.
• Lead the CRM and accountability trainings to accountability assistants, programme officers, and key organization community committees to promote the CRM mechanism.
• Lead awareness initiatives for organization Syria’s Complaints Response Mechanism (CRM) among organization program participants and stakeholders (including organization’s commitments on accountability and safeguarding)
• Support the accountability assistants in establishing committees in areas where Concern implements programs to promote for Concern CRM, collect feedback and complaints.
• Consolidate CRM reports to CMT and donors. Ensure accountably satisfaction, feedback and complaint surveys are collected regularly and updated in accountability dashboard.
• Ensure the relevant accountability reports are under taken on monthly basis and CRM tracker updated timely.
• Manage and oversee the CRM tracker for timely response by the sector officers, if not accordingly escalate to the MEAL Coordinator.
• Draft the budgetary requirements need for the CRM mechanisms for proposal development.
• Review and analyse the FGD reports from beneficiaries, with guidance from the MEAL Coordinator on the appropriate qualitative approaches to inform future programme design.
• Support the analysis of the data from the CRM system in place to understand what corrective action is required.
• Support with the qualitative analysis from the CRM assistants.
• Draft the ToR for the CRM committees And follow up with trainings to the CRM committees and assistants on the follow through of the establishment of the committees.
• Provide an orientation to officers on the accountability mechanism.
• Ensure that information on the CRM system are disseminated among programme participants and other stakeholders by the accountability assistants.
• The job holder is expected to do other duties supporting other MEAL colleagues upon request.

• A University education in Social Sciences, information management, statistics, or humanities, Development education, English education or any other related.
• At least 2 years’ experience and Knowledge in implementing the Complaints Response Mechanisms and Core Humanitarian Standards and accountability .
• Experience dealing with sensitive matters in a highly confidential and discrete manner and ability to build/maintain trust.
• Must have a high level of resilience with the ability to be impartial and remain calm under difficult circumstances.
• Ability to interact with senior / technical staff and confidently provide information.
• Experience in programme cycle management – planning, implementation, monitoring and evaluation.
• Excellent interpersonal, communication, organized, report writing, planning, analytical and problem-solving skills
• Excellent spoken and written English and Arabic.
• Proficient in Microsoft Office programs