للتقدم للوظيفة : رابط الوظيفة من هنا. 

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يتطلب رسالة مع الطلب؟: 

لا

توجيهات التقديم: 

Applications  should be submitted through this Link and should include:

Detailed CV with at least two References, and

For any question/Clarification, please contact us via email: [email protected].

The deadline for submission is 19 July, 2026. Any incomplete submissions will be disregarded.

“ACTED has a zero-tolerance approach to sexual exploitation, abuse and harassment (SEAH) and ensures that only those who share and demonstrate our values are recruited. All candidates will be subject to satisfactory references and screening checks in line with legal requirements. Any candidate offered a job will sign ACTED’s Code of Conduct and related policies as part of their work contract. All staff are expected to abide by the standards of behaviour outlined in those documents.”

البريد الالكتروني للشخص المسؤول: 

[email protected]

الموقعالرابط للتقديم: 

https://ee-eu.kobotoolbox.org/x/WwmZyx4a

الوصف: 

Job Purpose

The Accountability & Protection Assistant contributes to improving the quality of Acted’s Site Management & Coordination support provided in collaboration with the Ministry of Social Affairs (MoSA) through the accurate registration and timely follow up of any feedback/complaints formulated as part of the Accountability Feedback Mechanism (AFM). The Accountability & Protection Assistant will ensure that complaints and feedback mechanisms are accessible, confidential, and responsive, enabling affected populations to safely raise concerns and influence decisions affecting their living conditions and access to services, while mainstreaming Protection and GBV Prevention into all activities. He/she also contributes to the development and dissemination of appropriate AFM messaging and communication strategies. The Accountability & Protection Assistant will need to be neutral and establish mechanisms that are based on Acted procedures and reflect the highest integrity standards, which (non)-beneficiaries can trust and link it to any existing nation-wide Complaints & Feedback Mechanisms (CFM). 

Objectives

Establish and ensure the effective functioning of a Site Management & Coordination (SMC) Accountability Feedback Mechanism (AFM) in line with sectoral and Acted’s standard procedures, to enhance the trust and confidence of displaced populations, identify areas of SMC work which needs to be improved and ensure that lessons learned are generated and implemented from the feedback provided through this process, while mainstreaming Protection and GBV principles into all workstreams and activities. 

Duties and Responsibilities

1. Promotion of the CRM

1. Establish, implement and monitor the SMC AFM in collective shelters
2. Promote awareness on the SMC AFM among site residents, relevant focal points, local and other relevant stakeholders
3. Build capacity and understanding among Acted staff, partners and others on accountability and more specifically on the objectives and functioning of the AFM, as well as on what to do / not to do when receiving a complaint;
4. Carry out awareness sessions on the existence of the SMC AFM unit and its mandate
5. Build capacity and understanding among SMC teams and actors active in the sites on the roles & responsibilities of the SMC AFM Develop and disseminate clear country-specific AFM information / awareness raising materials in a language and visual format that can be widely understood;
6. Regularly assess the effectiveness of all information-sharing efforts (notably via the assessment of communities’ level of awareness on the AFM at relevant frequency, and incorporate findings into revised approaches;
7. At all times ensure  safe space to express concerns, complaints and feedback to an independent and unbiased staff member.
8. Ensure that community mobilization structures and AFM channels are physically, socially, and communicationally accessible to all vulnerable and marginalized groups, including women, the elderly, youth, and persons with disabilities (CwD/PwD).

1. Complaints and referrals handling

1. Receive and acknowledge receipt of complaints formulated through the AFM (including those received directly by other Acted staff, through the hotline, and actively seeking out feedback with the community;
2. Ensure all communication guarantees total confidentiality of the information shared, in order to protect the privacy and safety of the complainant, the subject of complaint and other witnesses;
3. Ensure that the content of complaints/feedback is adequately captured, categorized and analyzed, paying specific attention to data quality;
4. Maintain a good understanding of Acted programs, including through frequent meetings with Project implementation teams, to be able to respond directly, whenever possible, to requests for information
5. Channel complaints to the persons responsible for follow-up
6. At all times ensure safe space to express concerns, complaints and feedback to an independent and unbiased staff member
7. Treat urgent and/or sensitive complaints with the immediate attention they require;
8. Follow-up in person into complaints received in accordance with Acted procedures;
9. Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up, and verify that all complaints are adequately and comprehensively addressed;
10. Respond to complaints respectfully, objectively, accurately, and in a timely manner (15 days), as per talking points defined with line manager; refer urgent cases to other agencies following processes in place
11. Immediately escalate sensitive complaints, including Protection from Sexual Exploitation and Abuse (PSEA), fraud, safeguarding, and security incidents, according to Acted procedures
12. Ensure immediate, safe, and confidential referral of sensitive protection cases (including GBV, Child Protection, and PSEA allegations) in strict accordance with established inter-agency referral pathways and SOPs, without recording details that could compromise survivor safety
13. Contribute to maintaining agencies service mapping up-to-date to support efficient referrals
14. Close complaints once adequately addressed and a comprehensive response has been provided to the complainant, duly tracking all complaint resolution steps and efforts
15. Under the guidance of the Site Management Technical Coordinator, and at relevant frequency, assess communities’ feedback and satisfaction on the AFM, and incorporate findings into revised approaches;

1. Reporting and Capitalization

1. Maintain records of AFM information / awareness raising / promotion activities (including approximate numbers of participants) for each session/event, and share with implementation team and line manager as required;
2. Maintain consistent, confidential and detailed records of all complaints in the appropriate digital and hard copy filing systems, as appropriate as well as enquiry reports (as relevant);
3. Ensure the confidentiality of complaints data is respected, and this information is shared only with authorized persons as per Acted procedures;
4. Analyze patterns and trends in complaints and regularly share findings with line manager, to identify and discuss lessons learnt and, and help improve SMC programming;
5. When relevant, and in collaboration with line manager, organize meetings with relevant colleagues (PMs, Project coordinators, etc.) to present the CRM status / findings and discuss incorporation of lessons learned into revised programming;
6. Provide regular and timely updates on progress and challenges to line manager;
7. Maintain relationships with peers from other agencies to ensure the effective use of referrals both into and out from Acted;

1. 1. Other
2. Assist project team with other activities, as requested by immediate supervisor;
3. Perform any other related activities assigned by immediate supervisor.

Required qualifications and experience

• BA, BSc on Public/Mental Health, Psychology, Humanitarian Studies or related field, or relevant,
• Fluency in Arabic and English is required (particularly written).
• Experience working in international NGOs and/or UN in a similar position preferred;

Required personal qualities

• Good interpersonal, listening and patience skills
• Rigor, good organizational skills and ability to follow high standards procedures;
• Able to synthetize and communicate clearly, orally and through writing, in Arabic and English;
• Interest in working in a dynamic environment and willing to adapt to evolving operational context;