Action Contre la Faim is an international humanitarian organization established in 1979 with the mission of saving lives by combating hunger through the prevention, detection, and treatment of malnutrition, particularly during and after emergency situations caused by conflict and natural disasters.

Action Contre la Faim provides coordinated responses in nearly 50 countries worldwide, including Yemen, across seven areas of expertise: Nutrition and Health, Water, Sanitation and Hygiene (WASH), Food Security and Livelihoods, Mental Health & Psychosocial Support, Advocacy, Climate, and Research.

ACF has been operational in Yemen since 2012 and currently operates in four bases: Aden, Hodeida, Al Khokha, and Sana’a. The country office implements activities centered on fours main sectors: Nutrition and Health, Water, Sanitation and Hygiene (WASH), Mental Health and Psychosocial Support (MHPSS), and Food Security and Livelihoods.

For more information please visit our website: https://www.actioncontrelafaim.org/en/missions/yemen/

• Job Title:  Feedback, Complaints, and Response Mechanism Assistant
• Location:  Sana’a
• Contract duration: 4 Months with possibility of extension.
• Basic monthly salary (taxable): 897$ to 1072 $ based on experience salary calculation (excluding other benefits offered by the organization)
• Line Manager: Accountability and safeguarding manager
• Technical Manager: Accountability and safeguarding Manager

Objective of the Position 

To support the day-to-day implementation of accountability activities of Action Contre la Faim.

Under the direct supervision of the Accountability and safeguarding manager the FCRM Assistant will:

Mission 1: To implement project related accountability activities

• Under the direct supervision of the Accountability and safeguarding manager, the accountability assistant will ensure that all feedback and complaints received are promptly communicated to Accountability and safeguarding manager to be addressed, followed up, and utilized to enhance the ACF’s understanding of the consequences of its programs across the country.
• Respond to hotline calls, collect mail and any other feedback/complaint as per SOP
• Communicate to his/her supervisor all complaints/feedback on daily basis, and communicate to complainants expected time to deliver the response, according to supervisor advices
• Maintain a proper recording system for all the complaints and feedback with filling codes
• Mainstream accountability mechanism in program activities, and support the effective implementation of feedback and complaints response mechanisms with support from PQ Officers/Managers
• Processing complaints received on a daily basis, in a professional and timely manner according to the feedback and complaint response mechanism (FCRM) framework and SOP
• To demonstrate commitment to gender equality and age-sensitivity in programming by ensuring all accountability activities actively engage women, men, girls, and boys of all ages, including more vulnerable populations such as elderly or people living with disabilities.

Mission 2: Maintain data entering, management and timely reporting

• Collect and enter all data of a centralized telephone and e-mail for all feedback and complaints received accurately on a daily basis, sharing the database with the supervisor on a daily/weekly basis
• Organize, manage and update a complete database about feedbacks and response
• Elaborate statistics tables and graphs of feedback and complaints database
• Writing a monthly summary report indicating the type of FCRM established in each area of intervention and detailing key successes and challenges, with information support from PQ HoD/Managers
• Provide formal feedback for all complaints that are being received via all the available FCRM
• Any other tasks as requested by the line management

Required Qualification, Skills and Professional Experience 

• Minimum of a College or Diploma in  Data Management, social sciences or communications;
• Experience in communications with affected communications (CWAC) or accountability to affected populations (AAP) activities;
• At least one years’ similar work experience with an international NGO;
• Experience with feedback and complaints response mechanisms;
• Strong commitment to Action Contre la Faim’s charter, mission and core values

Technical skills:

• Strong understanding of concepts and features of data management tools
• Strong attention to detail and high level of accuracy in data management
• Proven ability to use MS office applications (excel is a must);
• Familiarity with humanitarian accountability standards and other international quality assurance mechanisms, including Sphere, Red Cross Code of Conduct (humanitarian principles), Core Protection Principles, People in Aid Code of Good Practice, etc.
• Speak and write Arabic and English fluently

Transversal skills:

• Ability to work confidentially and with discretion
• Good communication
• Flexibility and capacity to meet schedules and timelines
• Analytical skills
• Good relations with people
• Empathy
• Organizational and planning skills (ability to prioritise)
• Demonstrable commitment to gender equality (programming)
• Proactive self-starter who can demonstrate autonomous working;
• Maturity and professional ability to handle sensitive information and ability to respect the confidentiality of such information;

Other information

• Post Holder: N/A

Organizational context:

• Hierarchical : Accountability and safeguarding manager
• Area of activity: Feedback & Complaint Mechanism

We encourage people with disabilities and from other diverse backgrounds to apply (the work is primarily sedentary (office-based, seated). It requires the ability to communicate effectively using speech, vision and hearing). Female candidates are also strongly encouraged to apply.

Internal & External relations

Internal

• Accountability and safeguarding manager
• PQ
• Manager/Officers: Functional relationship
• Program Managers: Coordination, support, information sharing

External : Partners

Safeguarding Commitments

• Action Contre La Faim has a zero tolerance to all forms of violations of Child and Adult Safeguarding and the Code of Conduct by staff. In the process of recruitment, selection and appointment ACF implements a range of procedures and actions to ensure children and vulnerable adults are safeguarded and abuse is prevented.
• The employee is also required to remain alert and responsive to any child and adult safeguarding risks, acquire relevant knowledge and skills to promote strong safeguarding practices, and conduct duties in a manner consistent with the mission’s Safeguarding Policy.

Gender Equality Commitments  

• Foster an environment that supports values of women and men, and equal access to information;
• Provide a work environment where women and men must be evaluated and promoted based on their skills and performance;
• Respect beneficiaries’ women, men, children (boys and girls) regardless of gender, sex orientation, disability, religion. race, color, ancestry, national origin, age, or marital status;
• Value and respect all cultures. 

ACF offers equal opportunities, however priority given to qualified female and/or persons with a disability.