Accountability Assistant – GOAL – Turkey

Job purpose:
GOAL seeks an Accountability Assistant for its ECHO-funded LINK program. The program aims to connect vulnerable and marginalized communities to available state and non-state services in Ankara, Gaziantep, Sanliurfa and Adana using the outreach, advocacy and Individual Protection Assistance (IPA) approaches. Link will address and mitigate protection concerns of the vulnerable/marginalized refugees through provision of critical information and raising their awareness on their rights, obligations and services available in Turkey, by sensitization/advocacy (targeting key stakeholders and service providers, etc.) activities and Individual Protection Assistance (IPA) services to assist vulnerable individuals to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in Turkey. LINK activities are implemented by partner (in Ankara) and by GOAL directly (in Adana, Gaziantep and Şanlıurfa). In Gaziantep and Sanliurfa (and partially in Adana) the program will exclusively target the semi-nomadic groups including Dom, a marginalized community currently excluded from most services.
Under the supervision of Link MEAL Manager, and as part of the Link MEAL team, the primary responsibility of the Accountability Assistant is to ensure effective functioning of the complaint and response mechanism and that beneficiary complaints/feedback are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program teams. She/he will also support the MEAL department in conducting Link M&E activities when and as needed and requested by the supervisor.

Duties, objectives and competencies
Manage the day-by-day functions of CRM and its hotline through answering calls, WhatsApp messages, emails and verbal inquiries, suggestions and complaints of Link clients.
Ensure effective functioning of the complaint and response mechanism and that beneficiary complaints/feedback are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program teams.
Refer all received cases to the relevant staff/departments within GOAL in a timely manner.
Follow up internally with the referred cases until the complaint/request/suggestion, etc. from clients adequately addressed/resolved and the timely feedback provided to them.
Continuously innovate and improve the complaint and response mechanism in order to improve accountability to beneficiaries, authorities, community members, suppliers and donors.
Monitor complaints received and response (follow up) processes through developing and maintaining a logging or tracking mechanism.
Treat urgent and/or sensitive complaints with the immediate attention they require and ensure fast-track responses.
Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate.
Provide regular and timely updates on progress and challenges to supervisors and other team members;

Requirements (essential)
Holding Turkish citizenship.
A minimum of bachelor’s degree in a related field.
A minimum of one to two years’ working experience with I/NGOs.
Good knowledge of Microsoft Office, CommCare and PowerBI.
Excellent verbal and written communication skills, especially in Arabic and English.
Good analytical skills, attention to details, and critical thinking ability.
Commitment to humanitarian principles and values.

Requirements (desired)
Flexibility and ability to multi-task under pressure.
Strong empathy skills and genuine care and respect for the needs of others.
Excellent verbal and written communication skills in Turkish.
General terms and conditions
GOAL has a Staff Code of Conduct and a Child Protection Policy, which have been developed to ensure the maximum protection of programme participants and children from exploitation. GOAL also has a confidentiality policy ensuring the non-disclosure of any information whatsoever relating to the practices and business of GOAL, acquired in the course of duty, to any other person or organisation without authority, except in the normal execution of duty. Any candidate offered a job with GOAL will be expected to adhere to these policies any job offer made is also subject to police clearance. GOAL is an equal opportunities employer.
This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.
Interested? Then apply for this position by clicking on the apply now button and fill out the application form. All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in English. Please note that only shortlisted candidates will be contacted.
Applications close 13 July 2019.

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