Senior Accountability Officer – Amman , Jordan

General Description of the Programme:

GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.

GOAL has been working in North Aleppo Governate since 2019, through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, as well as emergency support for recently displaced household.

Description of Role

Under the direct supervision of the Accountability Coordinator, the Senior Accountability Officer (SAO) will lead improvements on, ensure the continued functioning of, and support reporting on GOAL’s Serious Complaints Mechanism, as well as GOAL’s Conflict of Interest (COI) Mechanism. This effort includes the direct line management of the Community Feedback Mechanism Officer (CFMO) and COI Assistant in Amman. The SAO will also work closely with the Accountability Coordinator to support capacity development, training, and process improvements in the functions of the wider accountability team.

The Accountability Team’s responsibilities include diverse functions, including efforts to help GOAL Syria to inform beneficiaries of their rights and entitlements related to GOAL’s programs, to systematically collect and respond to beneficiary feedback, to enable accountability to the community, to improve the participatory nature of its programming, and to conduct re-verification of existing beneficiaries. It helps to promote a culture of accountability and ethics and an understanding of the necessity of accountability to affected populations in GOAL’s policies and practices. GOAL’s accountability team also maintains one of the largest humanitarian Complaints and Feedback Mechanisms (CFMs) in the world, which processes and responds to over a quarter of a million requests for information, requests for assistance, complaints, and feedback every year.

MAIN RESPONSIBILITIES

Community Feedback Mechanism (CFM) and serious complaints

• Ensure that the CFM and the Whistleblowing procedures for serious cases are adapted to the context to ensure its access and availability to staff and project participants.
• Oversee the Community Feedback Mechanism Officer (CFMO) to receive, respond, segregate, and log all complaints received through the serious complaint channels into the serious complaints record; ensure the CFM officer carries out the social media scanning regularly.
• Ensure that serious allegations are shared with key focal persons at each entity (investigation, accountability field team, systems or programs) with close coordination with the Accountability Coordinator.
• Act as the final reviewer for analyzing and assessing serious allegations received in Arabic or English at the country programme and/or via SpeakUp at HQ.
• Liaise with the Investigations Officer to ensure that all allegations referred by the accountability team are investigated, and the outcome is being shared back with complainant.
• Support the activities of GOAL’s Accountability team in Syria, when it comes to analyzing incident / misconduct that might be potential serious complaint.

Conflicts of Interest (COI) management

• Lead planning and implementation of GOAL Syria’s Conflict of Interest management system.
• Manage the COI Assistant, and ensure that all COI declarations disclosed by GOAL Syria staff are adequately reviewed and processed.
• Ongoing collaboration with the COI validator on resolution to COI declarations.
• Coordinate with the Headquarters-based Head of Investigations on the COI system and related policies.
• Work closely with the COI validators to identify COI cases that require another layer of verification.
• In coordination with the Accountability Coordinator share the COI list with the Management Information Systems Team for to be considered for additional verification.
• Analyze and discuss the COI verification results upon receiving it with the COI validator, to build a way forward where needed.

Capacity Building and Training

• Provide capacity building, technical support, and training to the Accountability team based in Syria when needed.
• Develop and maintain accountability standard operating procedures in coordination with the Accountability Coordinator.
• Provide technical support and guidance to GOAL’s Partners on CFM data and reporting when requested by the line manager.
• Support the Accountability Coordinator in developing and implementing process improvements related to the Accountability Team.

Reporting and report writing

• Oversee the recording and filing of the department’s database, such as CFM records related to serious complaints, including follow ups/referrals and management of data – such as schedules, outcomes, feedback database and documents.
• Compile and submit timely reports on a weekly, monthly or quarterly basis to Accountability coordinator when requested.
• Tailor complaints and feedback reports templates according to the donor requirement, based on specifications provided by Accountability Coordinator.
• Draft monthly and quarterly reports for donors on areas of accountability when requested.
• Draft reports for GOAL HQ on performance of accountability processes when requested.

Carry out additional responsibilities as assigned by the Accountability Coordinator

EXPERIENCE AND SKILLS

Required:

• Bachelor’s Degree level qualification in a relevant field – Social, Humanities, Human Rights, law or other relevant fields. A higher degree level (such as Master or a specialised technical Degree) in a relevant field will be an advantage.
• Minimum of two year’s work experience with NGOs / Humanitarian agencies. Note that a Master or specialised technical degree will be seen as worth of two years of experience.
• Good understanding of accountability standards, principles and mechanisms.
• Demonstrated ability to engage in Strategic Thinking and good knowledge of complaints and methods of evidence handling.
• Demonstrated capability in capacity building (staff, partners and other stakeholders) and in developing and delivering training sessions.
• Familiarity with data analysis and presentation tools and programmes (Microsoft Office Powerpoint, Excel, PowerBI).
• Analytical, structured mind and experience in data analysis.
• Leadership and the ability to lead by example.
• Strong writing skills and excellent attention to detail.
• Commitment to beneficiary accountability, humanitarian ethics, child protection and gender.
• Fluency in Arabic required.
• Fluency in English is desirable, strong English written and oral competency required.

Desirables:

• Experience being a legal consultant or experience with community or social affair is a plus.
• Excellent communication and interpersonal skills, with previous experience in coordination activities a distinct advantage.
• Good understanding of Child Protection and Gender issues – specifically but not exclusively in the Syrian context would be an advantage.
• Previous understanding of the context of NorthWest Syria is desirable.

Interested? Then apply for this position via clicking on the "apply now" button and fill out the application form. All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in English. Please note that only shortlisted candidates will be contacted.

Application deadline is 20 September 2022 .

Please note that GOAL does not charge a fee of any kind or any other financial obligation at any stage of its recruitment process (application, interview, processing, training, induction) or other fees, or request information on applicants’ bank accounts. GOAL does not work with intermediary institutions and individuals or employment agencies during the recruitment process. If any fee or payment requested from you at the application or any stage of the recruitment process, please do not respond.

"يرجى ملاحظة أن منظمة جول لا تفرض أي رسوم من أي نوع أو أي التزام مالي آخر في أي مرحلة من مراحل عملية التوظيف (الطلب ، المقابلة ، المعالجة ، التدريب ، التعريف) أو رسوم أخرى ، و لا تطالب بأي معلومات عن الحسابات المصرفية البنكيه للمتقدمين على الشواغر. لا تعمل جول مع المؤسسات الوسيطة والأفراد أو وكالات التوظيف أثناء عملية التوظيف. في حالة طلب أي رسوم مستحقات منك خلال عملة التقديم على الوظائف الشاغره أو في أي مرحلة من مراحل عملية التوظيف ، يرجى إلابلاغ عدم الاستجابه

General terms and conditions

Safeguarding

Children and vulnerable adults a must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.

Accountability within GOAL

Alongside our safeguarding policy, GOAL is an equal opportunities employer and has a set of integrity policies. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability:

• Comply with GOAL’s policies and procedures with respect to safeguarding, Code of Conduct, health and safety, data protection and confidentiality, do no harm principles and unacceptable behavior protocols.
• Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area.
• Report any concerns about inappropriate behavior of a GOAL staff or partner.

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.

Thank you.

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