Action Against Hunger (ACF) is a leading humanitarian and development agency working to combat the causes of hunger and malnutrition in over 46 countries worldwide. Eleven years into the Syrian conflict, more than 1.3 million Syrians have sought refuge in Jordan; 676,164 are registered refugees and approximately 80% live in non-camp settings. This influx of refugees has strained Jordan's economy and resources, with Syrians often accepting worse working conditions and lower compensation than Jordanians and taking on low-skill, informal jobs in sectors such as in manufacturing, construction and agriculture. In 2022, Jordan had a 23% unemployment rate. For Syrian refugees, unemployment rates are significantly worse with 80% of Syrian refugees unemployed in 2021, up from 50% and 65% in 2019 and 2020.

With field offices in Irbid and Azraq and a head office in Amman, ACF has been operational in Jordan since 2014, delivering livelihoods, social protection WASH and MHPSS programming in Irbid, Zarqa, Mafraq, and Madaba governorates. Through its livelihoods and social protection program, ACF aims to improve the livelihoods status of Syrian refugees and vulnerable Jordanians through decent and sustainable employment opportunities; strengthening sustainable livelihoods and value chains and enhancing the capacity of local actors to promote economic opportunities and improve working conditions. So far, ACF has reached over 4,000 beneficiaries through its social protection and livelihood activities in 2022.

ACF is an active member of the Livelihoods, Basic Needs, Food Security and Durable Solutions Working Groups; Graduation Approach and Vocational Training Taskforces; and Common Cash Facility Steering Committee. ACF is also the co-lead of the WASH Working Group, an active participant in the Mental Health and Protection Working Groups and on the steering committee of the Jordan INGO Forum. ACF is looking for its program in Jordan for Accountability Assistant.

Work place:  Position can be based in our Coordination Office in Amman or in our Office in Irbid.

Main Objectives:

1) Management of Feedback and Complaint system

• Receive and register all complaints, communications and feedback as per the process described in Action Against Hunger’s Feedback and Complaint Mechanism (FCM) SoP
• Maintain up-to-date and accurate records of the feedback and complaint database / log
• Ensure the quality of the entered and reported complaints, feedback, and referrals.
• Provide regular update to the MEAL Manager on complaints and feedback by referring the cases periodically
• Coordinate with the MEAL Manager to provide relevant and useful information received via FCM channels.
• Deliver the training and sensitization sessions to the team and beneficiaries on the FCM, with the MEAL
• Support / assist in the promotion of using feedback complaints mechanism.
• Conduct awareness-raising, information dissemination and promotion of the use of the beneficiary feedback and response mechanism.
• Provide support in complaint fact findings processes when needed.

2)  Management of internal and external referrals

• Work with the MEAL Manger  and  referral focal points to reflect on the  application of the referral SoPs.
• Build and maintain a comprehensive understanding of available sectorial services in the targeted areas of interventions to ensure the broadest possible reach of assistance for households in need
• Contribute in building a database for referral cases so that Action Against Hunger can easily follow up on cases and have improved, smooth communication with other INGOs/NGOs for referrals
• Work closely with MEAL Manager to improve the referral process and cases documentation by using information management system or technology applications.
• Maintain up-to-date and accurate records of all referrals made into, between, and out of Action Against Hunger’s projects 
• Regularly provide aggregated information on referrals conducted by project, sector and bases to the programme managers for project monitoring purposes

3)  Support the enhancement of the participatory and accountability approaches

• Foster participatory planning and implementation of accountability activities by conducting sensitizing activities to the different stakeholders, lead the public sharing of the accountability information activities, oversee the different feedback and complaints’ communication channels, and internal/external referrals.
• Raise the awareness of the targeted beneficiaries’ about on going projects services, expected staff behaviours and the feedback channels, explain how the received feedback  will be taken into account within the time agreed, with particular attention to be paid to how Action Against Hunger communicate this with women and girls and vulnerable population.
• Support the programs’ managers to feed in the beneficiaries’ feedback specifically women and girl’s during the project implementation and conduct a follow up sessions at the field with the beneficiaries to inform them how their feedback being used within the project implementation. 

 4)  Fulfil organisational internal reporting requirements

• Generate all required reports and data /data analysis as per the needs
• Support the MEAL Manager in preparing the accountability monthly, midyear and annual reporting.
• Generate data analysis materials (matrices, tables, graphs, …)
• Support in completing any accountability reporting requirements

5) Data Collection and monitoring activities

• Collect accurate and complete data related to MEAL activities, such as (PDM, Baseline, and Satisfaction).
• Conduct and utilize various data collection methods, such as surveys, interviews, focus group discussions.
• Identify data discrepancies and errors and implement corrective actions to maintain data quality.
• Actively support the MEAL team on conducting monitoring visits for Programme activities.
• Share findings, challenges, good practice & recommendations following monitoring activities.

6)  Fulfil general responsibilities and contribute to broader Action Against Hunger Jordan operational quality and consistency

• Maintain the confidentiality of all sensitive information at all times
• Perform other job-related tasks as requested by the supervisor
• Commit to and comply with the organisation’s Safeguarding policy,
• Support on the implementation and the promotion of gender, age and diversity principles through daily activities and / or through the management of 

Skills

• Ability to build strong, credible relationships with international and local humanitarian and development agencies, and establish trust with communities and beneficiaries
• Knowledge of project cycle management
• Strong computer literacy, including ability to work with Microsoft Office and web-based software
• Familiarity with data management systems
• Excellent intercultural, interpersonal, organisational, prioritising, and communication skills
• Deep commitment to accountability to affected populations and beneficiary confidentiality
• High capacity of work, able to overcome stress and work under pressure, with high degree of flexibility
• Autonomous, organised, and self-motivated
• Solution-oriented working style
• Diplomatic and tactful, professional and transparent
• Firm understanding of ‘Do No Harm’ approach, humanitarian principles, and data protection approaches

Education:

Bachelor's degree in quantitative or qualitative research methods, social sciences, or other relevant field

Type of professional experience requested:

• At least 3 year of field experience with humanitarian NGO (candidates with less than 1 year of experience will not be considered)
• At least 3 year of experience in the field of monitoring, evaluation, and / or accountability
• Demonstrate experience in coordinating work between different stakeholders
• Demonstrate base understanding and willingness to commit and comply, implement and promote gender, age, and diversity principles and policies.
• Action Against Hunger experience a plus but not mandatory
• Costumer care experience is an advantage.

Language level:

English (Fair) and Arabic (excellent) required

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How to apply:

The application period closes on 04/01/2025

• Shortlisting will be done on a rolling basis and if the ideal candidate is identified before the closing date, Action Against Hunger reserves the right to close the recruitment before the application deadline.
• Before applying, please make sure that you have read the requirements for the position and that you qualify.
• Local recruitment is highly encouraged.
• Only shortlisted candidates will be contacted.

Action Against Hunger is committed to creating a diverse environment and is proud to be an equal opportunity employer.

Action Against Hunger has zero-tolerance for bribery, corruption or abuse of power in any form. If you suspect or find yourself in a related situation during your interaction with Action Against Hunger, immediately contact the organization’s management through the following address:

abusereport(2)jo-actionagainsthunger.org.

Please note that any application submitted through the abuse report address will not be considered.