Organizations Commitment towards Safeguarding & Ethics: The organization is committed to ensure that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to the organizations code of conduct policies and values at all times. Team members are required to complete mandatory Code of Conduct online learning courses upon hire and on an annual basis. 

Essential Job Responsibilities

IMPLEMENT CARM SYSTEM AND TOOLS

·         Ensure functioning complaints and response mechanism, through effective collection of complaints from different channels.

·         Handling of a centralized telephone based and internet feedback mechanisms in daily bases.

·         Complete data entry and management and ensure quality of the CARM database.

·         Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.

·         Ensure proper documentation for all feedback Grades 4-6

·         Ensure that the complaints are kept confidential and access to that information is in line with the guidelines.

·         Ensure timely response from relevant departments on feedback received and concerns raised by communities on the organization’s activities. Ensure that feedback loop is closed for all cases

·         Devolving the TOR for the CARM community in the field and office committee level to be organized and effective.

·         Specify the CARM-related activities that need to be captured in SOPs for program activities (i.e. cash and voucher SOPs)

·         Regular coordination with the organization’s partners to ensure the presence of sufficient mechanism for CARM implementation under the direct implementation of the partners.

·         Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.

·         Support MEL and programme teams on participants’ accountability.

·         Work with MEL and programme teams to ensure standard accountability tools, methods and guidelines are rolled out.

CAPACITY DEVELOPMENT OF TEAM AND IP(S)

·         Train field staff on CARM tools, and other processes as required. Train new team members on the organization’s accountability principles and the country CARM system and procedures

·         Provide technical support for the CARM field assistants in coordination with the MEL field officer.

·         Follow up on trainings by mentoring staff/partners to develop identified technical skills.

·         Assist the team in improving CARM initiative by identifying good practices, field tested lessons learned, and creative recommendations; share with and encourage staff to incorporate these in their daily work.

·         Support in building capacity the programme teams and partners to better understand the accountability.

PROGRAM-LEVEL RESULTS MEASUREMENT AND REPORTING

·         Support on developing/maintaining community accountability reporting mechanism and following system.

REPRESENTATION AND COORDINATION  

·         Participate in and support internal office coordination and planning meetings and workshops, including with MEL team in the organization’s other Syria Response Offices, as required. 

·         As required by the supervisor, represent the organization at donor meetings, and government and sectoral coordination fora/meetings.

·         Conduct himself/herself both professionally and personally in such a manner as to bring credit to the organization and to not jeopardize its humanitarian mission or put the team, assets and mission at risk.

·         Assist in any other task or duty assigned by the supervisor.

PROGRAM MANAGEMENT

·         Fulfill the organization’s Program Management Minimum Standards based on the organization-wide guide.

·         Ensure all interventions adhere to the organization’s Gender Policy, Do No Harm principles, and beneficiary accountability standards.

Team Management

·         Create and sustain a work environment of mutual respect where team members strive to achieve excellence.

·         Train field staff on CARM tools, and other processes as required.

·         Coordinate with CARM field assistants to follow-up on the CARM progress on daily biases.

·         Hire, orient and lead team members as necessary.

Finance & Compliance Management

·         Ensure compliance with donor and the organization’s regulations related to emergency programming.

·         Draft and/or review scope of work to hire and manage any technical consultants, including review for technical efficacy and contract budget.

Knowledge and Experience

Required

·         BA/S degree in research methods, social sciences, communications, economics, epidemiology, related education sector or other relevant field required.

·         Commitment to working together with partners and training and developing capacity in community accountability or participatory processes is required;

·         Minimum three (3) years’ experience in Accountability in different aspects.

·         Proven experience remote management and in remote data collection and data management.

·         Proven report/research writing skills are required (an evidence of previous writing samples might be requested).

·         Demonstrated ability to collaborate closely with a broad range of stakeholders in different geographic locations, experience with remote management or monitoring a plus;

·         Ability to manage quantitative data while not losing sight of the bigger picture and meaning;

·         Active knowledge of humanitarian standards and codes, including SPHERE, HAP is an asset;

·         Familiarity with the MS Office software (i.e. Word, Excel, and PowerPoint) is required;

·         Arabic and English language written and spoken is essential. 

Desirable

·         Knowledge of the Syrian conflict context is a plus