Job ID
40674
Job Title
Accountability Officer
To work for
Council of Catholic Bishops of Syria Charity Common Commission
Country
Syria
City
Damascus
Field of Work
Analysis/Statistic - Quality Control - Humanitarian/Disasters
Job Type
Full time
Military service
Finished or Exempted (For male)
Minimum Education Level
Bachelor/ License Degree
Responsibilities
Objective of the Position:
The Accountability Officer will be responsible for managing the complaint and feedback mechanisms of the organization. This role involves receiving, categorizing, and addressing complaints from beneficiaries, as well as compiling periodic reports on the status of each complaint. The Accountability Officer will also respond to recipient inquiries and requests, ensuring that all communications are handled with professionalism and sensitivity.
1.Complaint and Feedback Management:
•Receive and log complaints, feedback, and inquiries from recipients via hotline, WhatsApp, and other communication channels.
•Categorize and prioritize complaints based on urgency and nature of the issue.
•Ensure confidentiality and sensitivity in handling all complaints and feedback.
•Provide immediate responses to recipients when possible or escalate to the relevant departments for resolution.
•Track and follow up on the status of each complaint to ensure timely resolution.
2.Data Organization and Reporting:
•Maintain an organized database of all complaints, feedback, and inquiries, ensuring accurate and up-to-date records.
•Analyze trends and patterns in complaints and feedback to identify systemic issues.
•Prepare and submit regular (weekly/monthly/quarterly) reports on the status of complaints, including resolutions, pending cases, and overall performance of the feedback mechanisms.
•Provide insights and recommendations based on data analysis to improve the accountability and responsiveness of the organization.
3.Communication and Outreach:
•Respond to recipient requests and questions through hotline, WhatsApp, and other channels in a timely and respectful manner.
•Communicate the organization’s policies, procedures, and actions to recipients clearly and effectively.
•Collaborate with the communication team to ensure that all public information is consistent with the organization’s standards.
4.Capacity Building and Improvement:
•Participate in training sessions and capacity-building activities related to accountability, complaints handling, and feedback mechanisms.
•Suggest and implement improvements to the complaint and feedback management processes to enhance efficiency and effectiveness.
5.Other Duties:
•Perform any other tasks as assigned by the supervisor in line with the scope of the role.
The Accountability Officer will be responsible for managing the complaint and feedback mechanisms of the organization. This role involves receiving, categorizing, and addressing complaints from beneficiaries, as well as compiling periodic reports on the status of each complaint. The Accountability Officer will also respond to recipient inquiries and requests, ensuring that all communications are handled with professionalism and sensitivity.
1.Complaint and Feedback Management:
•Receive and log complaints, feedback, and inquiries from recipients via hotline, WhatsApp, and other communication channels.
•Categorize and prioritize complaints based on urgency and nature of the issue.
•Ensure confidentiality and sensitivity in handling all complaints and feedback.
•Provide immediate responses to recipients when possible or escalate to the relevant departments for resolution.
•Track and follow up on the status of each complaint to ensure timely resolution.
2.Data Organization and Reporting:
•Maintain an organized database of all complaints, feedback, and inquiries, ensuring accurate and up-to-date records.
•Analyze trends and patterns in complaints and feedback to identify systemic issues.
•Prepare and submit regular (weekly/monthly/quarterly) reports on the status of complaints, including resolutions, pending cases, and overall performance of the feedback mechanisms.
•Provide insights and recommendations based on data analysis to improve the accountability and responsiveness of the organization.
3.Communication and Outreach:
•Respond to recipient requests and questions through hotline, WhatsApp, and other channels in a timely and respectful manner.
•Communicate the organization’s policies, procedures, and actions to recipients clearly and effectively.
•Collaborate with the communication team to ensure that all public information is consistent with the organization’s standards.
4.Capacity Building and Improvement:
•Participate in training sessions and capacity-building activities related to accountability, complaints handling, and feedback mechanisms.
•Suggest and implement improvements to the complaint and feedback management processes to enhance efficiency and effectiveness.
5.Other Duties:
•Perform any other tasks as assigned by the supervisor in line with the scope of the role.
Qualifications
Education: A Bachelor’s degree in social sciences, humanitarian studies, or a related field.
Experience: At least 2 years of experience in accountability, complaint handling, or customer service roles, preferably within the humanitarian or NGO sector.
Skills:
-Excellent communication skills, both written and verbal.
-Strong organizational and analytical skills.
-Ability to handle sensitive information with discretion.
-Proficiency in using communication tools such as WhatsApp, hotline systems, and database management software.
-Fluency in Arabic and good command in English
Experience: At least 2 years of experience in accountability, complaint handling, or customer service roles, preferably within the humanitarian or NGO sector.
Skills:
-Excellent communication skills, both written and verbal.
-Strong organizational and analytical skills.
-Ability to handle sensitive information with discretion.
-Proficiency in using communication tools such as WhatsApp, hotline systems, and database management software.
-Fluency in Arabic and good command in English
Specific Vacancy Requirements
Core Competencies:
Accountability: Fulfils commitments and takes responsibility for actions and decisions.
Integrity: Demonstrates honesty and ethical behaviour in all activities.
Empathy: Shows understanding and sensitivity to the needs and concerns of recipients.
Problem-Solving: Approaches issues proactively and finds effective solutions.
Cultural Sensitivity: Respects and works effectively with individuals from diverse backgrounds.
Accountability: Fulfils commitments and takes responsibility for actions and decisions.
Integrity: Demonstrates honesty and ethical behaviour in all activities.
Empathy: Shows understanding and sensitivity to the needs and concerns of recipients.
Problem-Solving: Approaches issues proactively and finds effective solutions.
Cultural Sensitivity: Respects and works effectively with individuals from diverse backgrounds.
Salary and Benefits
The Salaries Unpublished Now
Closing Date:25 September 2024
Duration of contract: 1 year extendable upon agreement
Working Conditions:
•The Accountability Officer will be based in Damascus, Caritas Syria Executive Office, with occasional travel to field locations as needed.
•May require working outside normal office hours to respond to urgent complaints.
Closing Date:25 September 2024
Duration of contract: 1 year extendable upon agreement
Working Conditions:
•The Accountability Officer will be based in Damascus, Caritas Syria Executive Office, with occasional travel to field locations as needed.
•May require working outside normal office hours to respond to urgent complaints.
About us
Caritas is a global network of humanitarian aid agencies working for a fairer world, inspired by the example of Christian faith and Catholic Social Teaching. It is unacceptable that millions of people are suffering through dehumanizing poverty and social injustice. We seek change.
The 165 national Caritas members make the biggest network of Catholic charities in the world devoted to reducing poverty and campaigning for social justice
The 165 national Caritas members make the biggest network of Catholic charities in the world devoted to reducing poverty and campaigning for social justice
Required employees number
1
Posted On
Sep 10, 2024
Expiry Date
Oct 10, 2024
CV Language
English
