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Background:
The Humanitarian Accountability Assistant will play a crucial role in ensuring that World Vision's programs are accountable to the communities we serve. The position holder will ensure setting up a robust Complaint and Response Mechanism (CRM) building on existing CRM protocols and guidelines. This will include soliciting targeted beneficiaries’ feedback through monitoring visits, hotlines, suggestion boxes, Focus Group Discussions (FGDs), and any other contextually appropriate medium. The Accountability Assistant will be managing the Accountability Action Plan Tracker and will be producing a monthly analysis of action executions or gaps existing in follow-up actions. This role supports the organization’s commitment to transparency, stakeholder engagement, and continuous improvement.
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Duties and responsibilities:
1.Complaint and Response Mechanism (CRM) Management - Operate the hotline, email, and other feedback channels (e.g., SMS, WhatsApp, complaint boxes, walk-in).
- Receive, record, and categorize feedback, complaints, and inquiries in the CRM database.
- Ensure confidentiality and secure storage of all feedback and complaints.
- Provide accurate and professional responses to beneficiaries and stakeholders.
2.Complaint Handling - Follow established protocols to assess the nature and urgency of complaints.
- Assist in referring cases to the relevant departments or focal points, ensuring follow-up and resolution.
- Track and document complaint resolution timelines to ensure accountability.
3.Community Engagement - Ensure communities are aware of available feedback channels and their purpose.
- Provide beneficiaries with clear information about their rights and how to provide feedback.
- Engage the community in an appropriate and respectful manner, never raising false expectations.
4.Quality Assurance and Learning - Ensure compliance with the organization’s accountability policies and procedures.
- Identify recurring issues or gaps in service delivery and recommend improvements.
- Support learning initiatives and contribute to organizational knowledge on accountability best practices.
5.Safeguarding - Ensure all safeguarding concerns are reported.
- Follow up with safeguarding colleagues to ensure actions are being taken on reported safeguarding concerns.
- Maintain confidentiality of safeguarding concerns
- Work in collaboration with safeguarding colleagues to improve child-friendly CRM.
6.Documentation and Reporting - Track and document complaint resolution timelines to ensure accountability.
- Record the complaints/feedbacks applying the template/s or databases prepared for the purpose.
- Systematically and securely document and share reports as per agreed frequency.
- Maintain proper and complete documentation of all complaints and feedback received at the help desk.
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Minimum Qualification, Skills and Experience Required:
Required Professional Qualification & Experience - Diploma or Bachelor’s degree in social sciences, Communication, Development Studies, or related fields.
- Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards Required Education, training, license, registration, and certification
- Highly developed interpersonal and communication skills, and knowledge of rapport-building and probing techniques • Highly developed cultural awareness and ability to work well in a multicultural environment with people from diverse backgrounds and cultures.
- Ability to work in a volatile environment and willingness to relocate as per the needs and requirements of the field office.
- Experience of working with children and/or with groups most affected by discrimination and inequality
- Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems. • Commitment to actively listening to other people’s ideas and viewpoints.
- Excellent interpersonal, oral and written communication skills.
- Passionate, self-directed and the ability to manage multiple competing demands and commitments, and to work flexibly in a team.
- Fluency in Arabic and English languages.
- Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Ability and willingness to travel occasionally to conduct visits to project locations.
- Ability and willingness to dramatically change work practices and hours temporarily, and work with incoming surge teams, in the event of emergencies.
Preferred Knowledge and Qualifications - Minimum two-year experience in hotline operation, customer service, or accountability roles.
- Familiarity with humanitarian or development work is an advantage.
- Proven experience in data management tools (e.g., KOBO Toolbox, MS Applications, or CRM systems). • Arabic in local language and command in English.
- Ability to handle sensitive information with discretion and professionalism.
- Strong problem-solving and conflict-resolution abilities.
- Commitment to actively listening to other people’s ideas and viewpoints.
- Excellent interpersonal and oral and written communication skills. • Commitment to the aims and principles of World Vision.
- Travel and/or Work Environment Requirement • Work environment:
- Field -based with Physical Requirements Language Requirements Arabic, English
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