Accountability Assistant - Sanaa

Acted Organization Summary:
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 endeavors 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. Acted is active in 39 countries and implements more than 500 projects a year, reaching over 20 million beneficiaries with 6,300 international and national staff.
Acted has been present in Yemen since early 2012 and has been anchored in the governorates of Ibb, Hudaydah, Raymah, Al-Dhalee, Saadah, Al-Jawf, Aden, Dhamar, and Marib.
Through its comprehensive programming, Acted has been covering the full continuum of emergency, rehabilitation, and development in Yemen. Emergency activities have focused on the sectors of Agriculture and food Security (e.g., distribution of crop seeds and livestock), Economic Recovery and Market Systems (e.g. income-generating activities such as cash for work), and WASH (e.g., rehabilitation of water supply facilities, hygiene promotion). Acted’s food security activities include the distribution of food vouchers, which are a key component of Acted’s interventions in the country.

Acted Organization is pleased to announce the following job vacancy with the following details:

• Position: Accountability Assistant
• Department: Program
• Location: Sanaa
• Contract Type: Fixed Term/Full-Time Contract  
• Contract Duration: 6 months, with possibility of extension based on performance and budget availability 
• Core responsibilities and tasks

1.    Acted Feedback Mechanism (AFM)

1.1.    Implementation of the AFM

• Operate the AFM hotline from 8am-4pm on official working days- including answering calls, WhatsApp/SMS messages, documenting feedback or complaints utilizing Acted’s global procedures, and following up on cases to ensure answers are provided. 
• Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution.
• Respond to complaints objectively, accurately, and in line with Acted guidelines, using information provided by Project/MEAL Managers/Officers, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc.
• Maintain confidential and detailed records of all complaints in the AFM database and other electronic and hard copy filing systems, as appropriate ensuring confidentiality and data protection.
• Immediately flag urgent cases (e.g., GBV, child labor, fraud, misconduct by acted staff, or threats of violence) to the MEAL Manager within 24 hours, strictly adhering to the organization's guidelines and PSEA (Protection from Sexual Exploitation and Abuse) protocols.
• Follow up on pending complaints with Project, MEAL, and Coordination staff.
• Record, categorize, and track cases in the COMPFU database.
• Provide feedback to communities on actions taken (“you said, we did”) in safe and appropriate ways.

Reporting and learning

• Support the MEAL officer in preparing monthly updates and donor reports; support updating simple dashboards.
• Support learning activities from AFM, document any lessons learned, and support presenting these lessons during the learning sessions and close-out meetings when required. 

Other duties

• Perform any other related activities as assigned by immediate supervisor.

Job Requirement (Qualification and Experience)

Required skills 

• Bachelor’s degree in social sciences, Development Studies, Law, or a related field.
• Minimum 2 years of experience in community engagement, customer service, or accountability within humanitarian/development NGOs/INGOs.

TECHNICAL SKILLS

• Excellent computer skills.
• Ability to use Microsoft applications, especially Excel and Outlook.
• Understanding of Accountability, Feedback and Complaints Mechanisms.

SOFT SKILLS

• Very Good in reading, writing, and speaking both Arabic and English.
• Exceptional active listening, negotiation, and de-escalation skills.
• High Ability to remain neutral under intense tribal/community pressure.
• Strong ability to take initiative and manage tasks independently.
• Detail-oriented and Ability to solve problems, be flexible, and manage multiple tasks at once.