Accountability Officer at DRC, Amman, Jordan

Deadline: 27 October 2018

Danish Refugee Council (DRC) is currently seeking applications from eligible applicants for the post of Accountability Officer in Amman, Jordan.

The Accountability Officer is responsible for assisting in the systematic receipt, processing and response to community feedback and complaints from DRC programs, which come through various mechanisms such as hotlines, help desk, suggestion boxes, etc.

DRC fulfills its mandate by providing direct assistance to conflict-affected populations – refugees, internally displaced people (IDPs) and host communities in the conflict areas of the world.

Key Jobs Responsibilities

The Accountability Officer will perform the following functions:

  • Handling feedback and complaints:
    • Answer/listen, process, respond to complaints and provide support to beneficiaries who are seeking help through DRC’s Complaints Review Mechanisms (CRM).
    • Ensure that all staff, partners and communities are aware of the proper channels and circumstances to report complaints and feedback.
    • Enter and track all complaints and feedback received and ensure proper documentation of data in DRC’s complaints and feedback database.
  • General support to DRC accountability activities:
    • Assist with ensuring that relevant accountability standard operating procedures (SOPs) are up-to date, translated into Arabic, and share with all relevant DRC staff.
    • Assist with conducting accountability related training and capacity development for DRC staff and partners.
    • Support DRC program teams with ongoing activities to enhance DRC’s commitment to the core humanitarian and accountability standards.

Eligibility Criteria

Applicants must have:

  • BS Degree in business administration, social work, social sciences, humanities or other relevant discipline is required.
  • Minimum of 2 year of experience in working in a relief or development NGO in a similar role.
  • Previous experience working in customer care or customer service.
  • Excellent communication skills in Arabic and English.
  • Ability to communicate key information in an easy to understand, informative and collaborative manner.
  • Good contextual knowledge of local community and social/cultural constraints, realities and organizational relationships.
  • Strong organization, planning, and time management skills.
  • Genuine care and respect for needs of others, practically vulnerable populations with strong belief in empowering marginalized and disenfranchised people.
  • High integrity and willingness to conduct her\himself transparently and open to scrutiny.

How to Apply

Applicants must submit their applications through online process.

For more information, please visit DRC.