Job Title: Accountability Officer
Location: Hudaydah
Contract Type: Fixed Term
Date of Issue: 13 June 2021
Closing Date for Applications: 20 June 2021

Background

Jeel Albena Association for Humanitarian Development known as (JAAHD) is a National and Non-Governmental Association emerged in wake of the humanitarian crisis to help communities affected by conflict in Yemen. It provides emergency relief and direct assistance for the conflict-affected populations, IDPs, host communities, vulnerable groups and those people caught up in extraordinary life-threatening situations. JAAHD has a presence in Al Hudaydah, Hajjah, Almahweet & Raymah with the aim of building up protection capacities for people in displacement and finding durable solutions for them upon return.

Currently JAAHD in partnership with UNHCR is implementing a protection project in Alhodeidah governorate. The objective of the project is to offer protection assistance for IDPs and hosting community through the community center in the city.
The community center offers multi protection assistance including PSS activities, legal assistance and referral cases. Thus, the association announces the need to hire an Accountability Officer to achieve the following tasks and responsibilities:

Main Responsibilities: 

• Establish, implement and exercise effective oversight on the Complaints and Feedback Mechanism (CFM) in place in the Community Centre run by JAAHD according to the CFM SOPs; 
• Ensure the proper functioning of the CFM mechanism in the Community Centre (Hotline, Reception, Complaint Box); 
• Ensure that all beneficiaries can submit queries, complaints and feedback in confidence, safely, with easy access and with full privacy through multiple CFM channels including face to face, hotline and CFM boxes;
• Ensure respect for confidentiality and take into consideration of accessibility by persons with specific needs, marginalized group and different age and gender groups in all steps of the CFM process. 
• Supervise Hotline assistants to ensure that they provide appropriate, coherent and timely response to the beneficiaries and that they properly record the query/feedback/complaints in the CFM recording sheet;
• Listen and assist beneficiaries at the time of making a query or complaint and/or providing feedback;
• Ensure that beneficiaries receive up to date information on available services offered by JAAHD and that the information is properly provided to the Hotline assistants; 
• Ensure timely follow up and response on queries, complaints or feedback submitted by the beneficiaries within the established means of communication available at the Community Centre; 
• Propose changes/improvements to the CFM to JAAHD, based on the monitoring of its effectiveness;
• Actively disseminate information among the beneficiaries about the CFM including with clearly visible printing materials; 
• Maintain constant communication with Protection Officer and relevant staff on the queries, feedback and complaints received, on the response provided and on actions that JAAHD should take to address issues emerging form the CFM; this includes the CBI Officer on all matters related to cash; 
• Report to Protection Officer on serious or concerning complaints received, challenges and any other relevant issues requiring attention of Protection Officer. 
• Ensure timely and accurate data collection and reporting, ensuring that the logs to track the queries/ feedback/ complaints are properly filled, that reporting templates are duly completed and shared with UNHCR on a monthly basis and no later than 5th day of the following month; 
• Contribute to analyze trends of the complaints and feedback received to help improve programming;
• Conduct internal CFM training and support the CBPN focal point to conduct CFM trainings with CBPN members.
• And any other relevant duties as required.

Qualifications and Requirements:

• University degree in social sciences or any other relevant field.
• Experience in monitoring and evaluation of humanitarian programs.
• Experience in drafting tools for qualitative and quantitative data collection (e.g. focus group discussions, household surveys, market surveys).
• Experience in analyzing qualitative and quantitative data.
• Initiative and ability to follow up on issues.
• Readiness to commit and adhere to the values, mission and vision of JAAHD.
• Excellent interpersonal and communication skills.
• Excellent analytical skills, observation and analysis capacity.
• Very strong interpersonal skills: strong communication and diplomatic skills.
• Ability to deal with heavy work pressure.
• Excellent written and spoken English.
• Excellent knowledge of MS applications particularly Word, Excel and PowerPoint.
• Attention to details, accuracy and structured way of approaching task.