Accountability Assistant (Maternity Cover)

The Accountability Assistant contributes to improving the quality of ACTED programming through accurate registration and timely follow up of any complaints about ACTED’s activities/staff and also contributes to the development of appropriate messaging and communication strategies. The Accountability Assistant is the first point of contact for beneficiaries who need to raise complaints. As such, the Accountability Assistant will need to be neutral.

Duties and Responsibilities

Acted Feedback Mechanism (AFM)

1.Promotion of the AFM

• Implement and monitor the beneficiary acted feedback mechanism (AFM) for the country mission in line with ACTED standard beneficiary AFM procedures.
• Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and AFM.
• Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches.
• Maintain records of AFM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required.

2.Complaints handling

• Ensure the effective functioning of the beneficiary AFM and that beneficiary complaints/feedback are adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams.
• Receive complaints through email and ensure to register all complaint in Complaint follow up database.
• Ensure that all complaints are under the follow up which received by other ACTED staff with the same diligence as complaints received through the AFM directly.
• Maintain a good understanding of ACTED programs, including through frequent meetings with Project implementation teams /Accountability teams, to be able to respond directly, whenever possible, to requests for information (i.e. level 1 complaints as per ACTED’s sensitivity grid);
• Respond to complaints objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
• Analyze patterns and trends in complaints to help ACTED improve its programming.
• Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution.
• Write down the observations and answers in an ordinate and clear way, recording responses accurately.
• Forward all sensitive complaints and suggestions received to Capital Accountability Officer.
• Close complaints on the CORE Platform after providing a comprehensive response to the complainant, ensuring all resolution steps and efforts are properly tracked within the platform.

3. Reporting

• Ensure that any complaints database is password-protected at all times and all locations, the confidentiality of complaints data is respected, and this information is shared only with authorized persons as per ACTED procedures;
• Report frequently to the Senior Accountability Officer/Accountability Officer about the progress or major problems and challenges which could happen with field staff.
• Integrate any accountability-related lessons learned and/or recommendations to the AME-managed country learning database, and contribute to their diffusion with coordination / AME / project staff.
• Provide regular and timely updates on progress and challenges to supervisors and other team members;

4. Other

• Participate in any meetings, as required by the Senior Accountability Officer/AO.
• Perform any other related activities assigned by immediate supervisor. 

Key Performance Indicators

Example, the key performance indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets

• % of complaints which closed in a timely manner;
• % of challenges/trends/lessons learned submitted in a timely manner.