Job Title; Accountability Assistant
Location; Dier Azour
Reporting line; Accountability Officer
Liaises with; MEAL Assistants and Programs assistants
Start Date Required; ASAP
Department; MEAL
Contract Length; Fixed
Approved by; Country Director
OVERALL DESCRIPTION
Job Purpose:
The Accountability assistant will support at area office level to ensure the quality and
accountability of Syria programmes Syria. The accountability assistant will effectively process
the accountability field work and Community Complaints Response Mechanism (CRM) as
defined by the Country Office Accountability Plan. The role will increase downward
accountability of programmes with a focus on engagement with beneficiaries. To do so, the
assistant will seek input on the assistance provided by the organization within the targeted
areas throughout the programme cycle from design, implementation to outcome as well as
strengthening the role of the reporting channels on what to report where.
Key Duties and responsibilities:
 Conduct community response mechanism survey from the program participants on a
monthly basis. Programme participants are defined as beneficiaries,field teams,
stakeholders, contractors, vendors and suppliers.
 Establish weekly, monthly and quarterly work plans for community engagement for
surveys, field observations, focus group discussions and responding to community
feedback from the variety of the CRM channels.
 Gather information and data on non-sensitive complaints, sharing reports to the
Accountability Officer.
 Undertake FGDs with participants to understand the barriers of reporting in the CRM
system. To inform culturally and locally appropriate mechanisms to strengthen the
CRM system, both in confidence and reporting processes including recommendations
to the Accountability officer.
 Establish Community response Committees in areas where the organization implement
programs Ensure the committees are trained on CRM procedures , reporting challenges
and purpose as per policy and Committee ToR. The committees will be the community
focal points to play an active role in collecting feedback, complaints and CRM
promoting and ensure that the most marginalized and affected groups are represented
and have a voice. These committees may be integrated with other committees
established by sectors, such as WASH and Protection.
 Conduct CRM awareness session with program participants. This includes conducting
focus groups with community members on assistance provided by the organization,
emerging needs and facilitating child friendly feedback sessions and mechanisms for
children to inform the organization on programmes such as Child Protection and
Education.

 Distribute CRM materials with each of the sector response such as MPCA or Food
Vouchers. To be present at each distribution of any modality disseminating information
and brochures on the CRM system.
 Establish help desks as appropriate for beneficiary engagement in camp like settings or
distributions.
 Responsible for collecting the responses in complaint boxes, replying to the WhatsApp
and any other feedback shared through the variety of channels.
 To share the feedback given with officer for review and sharing with the relevant
sectors for awareness, reply and learning.
 Undertake sector specific consultations to increase the efficacy, access and confidence
of the CRM system; under the guidance of the officer and MEAL Coordinator
 Increase downward accountability across the organization interventions with collecting
data from the field on the Protection Mainstreaming indicator.
 To participate in the Protection Risk Analysis, led by the Protection sector to inform the
risks exposed to programme interventions within Syria.
 Draft field feedback report, online feedback tracker outcome and action updates. This
will provide guidance to the corrective measures.
 To work as part of a team; providing support where necessary in other administrative,
monitoring and evaluation, or information management tasks
Person Specifications (Requirements):
 Understanding of and enthusiasm for CRM and accountability principles and practices
is mandatory with at least one year experience or relevant MEAL.
 Previous experience data collection platformssuch us IFORM builder, KOBO or relevant
 University Education in a relevant subject preferred (statistics, social science,
humanities, English education, information management or any relevant education to
accountability
 Ability to use MS Office programs, particularly Word, Excel,
 Arabic spoken and written is mandatory. English is an assist and other local languages
are highly regarded
 Good organizational skills and a proactive approach to work
 Adaptable, willing to learn and take on extra duties as required;
 Excellent communication and interpersonal skills.
Desirable requirements:
 Experience in writing English field reports
 Analytical skills to support the officer with what is being observed during the field
 A knowledge of Protection sector, risks and programmes

Programme Participant Protection Policy and Code of Conduct:
Programme Participant Protection Policy and Code of Conduct have been developed to
ensure the maximum protection of programme participants, especially beneficiaries,
from abuse and exploitation, and to clarify the responsibilities of the organization staff,

partner organisations, and anyone engaged,or visiting our programmes, and the
standards of behaviour expected of them.
Any candidate offered a job with the organization will be expected to sign the
Programme Participant Protection Policy and theorganization Code of Conduct as an
appendix to their contract of employment and conduct themselves in accordance with
the provisions in this document..