The Accountability Assistant contributes to improving the quality of ACTED programming through the 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 and establish mechanisms that based on the highest integrity which beneficiaries will trust

This is a mobile position, requiring frequent travel to Several States in Southwest Sudan (Gedaref, Blue Nile,

White Nile, Sennar, North Kordofan and Jazirah States).

Under the authority of:

• Country MEAL Manager
• Accountability Officer

Responsible for:

Non

Internal relations:

• Area Coordinators/Base Managers
• MEAL Officers
• Project Managers
• Country Transparency and Compliance Manager

External relations:

• Beneficiaries
• Communities

Implementing Partners/ Partner Organizations

Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, enhance  the  trust and  confidence  of beneficiaries,  identify  areas of  our work  which need  to  be improved  and  ensure that  ACTED  learns from  the  feedback provided  through this  process

Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, enhance  the  trust and  confidence  of beneficiaries,  identify  areas of  our work  which need  to  be improved  and  ensure that  ACTED  learns from  the  feedback provided  through this  process

1. Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required.
   1. Implementation of the CRM
2. Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
3. Receive and respond to complaints through telephone hotline, in writing, and in person;
4. Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
5. Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
6. Respond to complaints objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, MEAL Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
7. Follow up on pending complaints with Project, MEAL, and Coordination staff;
8. Adapt and improve the CRM based on monitoring of its effectiveness.Other
9. Provide regular and timely updates on progress and challenges to supervisors and other team members;
10. Assist project and MEAL teams with other activities, as requested by immediate supervisor;
11. Perform any other related activities as assigned by immediate supervisor.

• University degree in International Development, Economics, Political or Social Sciences, , Management or a related field from an accredited academic institution.
• 1- 2 years of relevant professional experience.
• Previous experience in assessments, monitoring & evaluations would be an asset.
• Attention to detail and commitment to producing high-quality work.
• Commitment to inclusive team behavior.
• Good English skills is a required.
• Good computer skills is required.
• Understands rights and protection issues of IDPs, children and women.
• Strong communication skills is required.
• Good knowledge of the Geographic work area is an asset.

Willingness to ask for help.

Please apply before 3 August in Sudan Job