Senior Accountability Officer – Amman , Jordan

9 سبتمبر، 2022

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الوصف الوظيفي

– Senior Accountability Officer – Amman , Jordan
Company: Industry: Non-Profit and Social Services Job Location: Amman, Jordan Career Level: Senior (Team Leader/Staff Supervisor) Date Posted: 07-09-2022 Ref. Number: 153142
Senior Accountability Officer – Amman , Jordan
Job Description and Requirements
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.
Then apply for this position via clicking on the "" 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.
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