Posted on: 20 September 2025
Deadline: 26 September 2025
Duration: 3 months (Trial Period)
Starting Date: October 2025

Position Title: Accountability Officer (1)
Location: Aden
Contract Type: [Full-time]
Reports to: MEAL Manager, and Project Manager
Work closely with: MEAL, and Project Staff

Organizational Background

Society for Humanitarian Solidarity (SHS) is a nonprofit humanitarian NGO based in Yemen. It was founded in 1995. SHS, winner of the Nansen refugee award in 2011, for its dedicated work in providing the assistance to refugees and migrants who arrive in Yemen. SHS is a trusted implementing partner to more than 5 international organizations operating in Yemen.

SHS has built a strong career and trust among the local community and the international organizations through its tenure in providing assistance to the IDPs and most vulnerable groups.

Position Purpose

The Accountability Officer ensures that a Complaints and Feedback Mechanism (CFM) is fully functional in SHS’s Area of Responsibility (AoR) according to the project standards. The role guarantees that beneficiaries can safely submit complaints, queries, and feedback, and that these are addressed in a timely and confidential manner. The officer ensures compliance with IASC Operational Framework for Accountability to Affected Populations (AAP), CFM SOPs, and SHS policies.

Key Responsibilities

CFM Implementation & Oversight

• Establish, implement, and monitor the CFM in targeted communities.

• Ensure beneficiaries can access CFM channels safely, confidentially, and with consideration of persons with specific needs.

• Receive Hotline calls to ensure timely, accurate, and consistent recording and response to complaints, queries, and feedback.

• Support beneficiaries in submitting complaints and provide guidance on available SHS services.

• Monitor the effectiveness of CFM channels and advocate for improvements.

• Disseminate information on SHS services and the CFM to beneficiaries using clear printed materials.

• Report serious complaints to SHS management and Donor CFM Focal Points when required.

Reporting & Documentation

• Maintain accurate records of complaints, queries, and feedback.

• Provide timely reports on CFM activities, trends, and challenges to the M&E Manager, Project Manager, and Head of Program.

• Participate in internal audits and assessments of CFM operations.

Coordination & Capacity Building

• Work closely with Project teams to ensure feedback informs program design and service delivery.

• Liaise with SHS partners and local stakeholders on complaints, referrals, and feedback-related issues.

Qualifications / Requirements

Education:

• Secondary Certificate or University degree in Statistics, Analysis, Business Administration, or a related field.

• Proficiency in MS Excel, Word, and PowerPoint.

Experience:

• Minimum 3 years in a similar role within the humanitarian sector.

• Familiarity with reporting, accountability to beneficiaries, and feedback mechanisms.

• Experience using mobile data collection tools such as Kobo Toolbox.

Skills & Competencies:

• Strong analytical, strategic, and critical thinking skills.

• Ability to work independently and as part of a team.

• High level of accountability and professionalism in decision-making and resource management.

• Excellent communication skills in Arabic and English.

Success Factors:

• Willingness to move frequently to field locations.

• Flexibility and ability to work under pressure.

• Strong attention to detail and ability to meet deadlines.