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Monitoring, Evaluation, Accountability, and Learning (MEAL) Accountability Assistant

About ACTED:

Since 1993, as an international non-governmental organization, ACTED has been committed to immediate

humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer term opportunities for sustainable growth and fulfilling people’s potential. ACTED endeavours to respond to humanitarian crises and build resilience; promote inclusive and sustainable growth; co-construct effective governance and support the building of civil society worldwide by investing in people and their potential. We go the last mile: ACTED’s mission is to save lives and support people in meeting their needs in hard-to-reach areas. With a team of 4,800 national staff, 450 international staff, ACTED is active in 38 countries and implements more than 505 projects a year reaching over 20 million beneficiaries. More on www.acted.org

Key roles and responsibilities:

1. Acted Feedback Mechanism (AFM)
   • Establishment and Promotion of the AFM
2. Establish, implement and monitor the Acted Feedback Mechanism (AFM)for the country mission in line with ACTED standard AFM procedures;
3. Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and AFM;
4. Accompany the MEAL and/or project teams to the field in order to spread awareness about the AFM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
5. Develop AFM communication materials in a language that can be widely understood (including people with low levels of literacy);
6. Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
7. Maintain records of AFM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required;

• Implementation of the AFM

1. Ensure the effective functioning of the beneficiary AFM 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;
2. Receive complaints through telephone hotline, in writing and in person;
3. Follow up on complaints received by other ACTED staff with the same diligence as complaints received through the AFM directly;
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 AFM 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. Analyse patterns and trends in complaints to help ACTED improve its programming;
9. Adapt and improve the AFM based on monitoring of its effectiveness.

Required qualifications and technical expertise:

1. Hold bachelor’s degree or equivalent
2. Have minimum 1 year experience working with INGOs
3. Have minimum 6-months experience in communication systems/feedback and complaint mechanisms
4. Fluent in Arabic. Very good English.
5. Experience with communication systems, feedback and complaint mechanisms
6. Experience with communication with people of different cultures and backgrounds
7. Experience dealing with complicated and sensitive feedback
8. Ability to be quick and multitask
9. Ability to travel frequently
10. Technical skills with Microsoft Excel, PowerPoint, and Word
11. Basic knowledge on the main monitoring and evaluation aspects
12. Data collection skills using data collection platforms (preferably KOBO Toolbox, ODK)
13. Basic report writing skills
14. Data cleaning and data analysis skills
15. Flexibility with changing working environment
16. Diplomatic Communication skill

Conditions:

• Job Title: MEAL Accountability Assistant
• Duty Station: Derna
• Under the Supervision of: MEAL Officer and MEAL Manager
• Working Hours: Full- Time Position -40h per week
• Type of contract: Fixed Term Contract, 6 months
• Estimated Start date: As Soon As Possible.
• Salary: Salary defined by the ACTED salary grid based on level of education, expertise and level of experience.

How to apply:

An application must be submitted in [English], attached with a CV, a cover letter and three references.

Please send your application until the [24/10/2023] to the following addresses: benghazi.jobs@acted.org

THE POSITION YOU ARE APPLYING FOR HAS TO BE SUBJECTED IN YOUR EMAIL, OTHERWISE YOUR CV WILL NOT BE CONSIDERED.

Please note that in line with ACTED-terrorism policy, and in accordance with donors’ compliance requirements, ACTED reserves the right to carry out anti-terrorism checks on its board members, staff, volunteers, consultants, financial service providers, contractors and sub-contractors. To this end, confirmation of an employment offer with ACTED will be subject to background checks which may include anti-terrorism screening.

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