Accountability Assistant – Hatay

General Description of the Programme:

GOAL an International Humanitarian Organisation has had a presence in Turkey since 2013 and has been contributing to the migrant response since 2016 with a focus on responding to needs in health service delivery, social safety nets and the protection of vulnerable and marginalised migrants in southern Turkey.

GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.

GOAL has been working in North Aleppo Governate since 2019, through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, as well as emergency support for recently displaced household.

GOAL has two projects (ECHO funded LINK and Irish Aid) in Türkiye, LINK program targets refugees from nomadic / semi-nomadic backgrounds and those engaged in seasonal agricultural labour. LINK has been designed to 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 Türkiye, by sensitization/capacity building (targeting key stakeholders and service providers, etc.) activities, and Case Management (CM) and Individual Protection Assistance (IPA) services to enable highly vulnerable refugees to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in Türkiye. On the other hand, Irish Aid grant is targeting earthquake survivors and providing humanitarian assistance to affected families.

Job purpose:

GOAL seeks an Accountability Assistant for its Turkey program. Under the supervision of GOAL Turkey MEAL Manager, and as part of the MEAL team, the primary responsibility of the Accountability Assistant is to ensure effective functioning of the Community Feedback Mechanism (CFM) and all 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 other MEL activities when needed and requested by his supervisor.

General Functions of the role

• Work with Programme teams and other professionals from a range of organizations to provide services that deliver the best possible outcomes for vulnerable/marginalized individuals and their families.
• At all times, be up to date on his/her knowledge on Accountability system, procedures, relevant technologies and tools.
• Ensure adherence to internationally recognized Accountability principles and standards.
• Ensure adherence with GOAL’s code of conducts and other internal policies i.e. on confidentiality, safeguarding, equality, diversity and inclusion including the GOAL’s commitments to the Protection from Sexual Exploitation and Abuse (PSEA).
• Participate in one to one performance development reviews/appraisals and contribute to the identification of own development needs.
• Ensure full compliance with the GOAL’s health and safety policy and all locally agreed safe methods of work.

Key Responsibilities and Duties

Working under direct supervision of MEAL Manager:

• Contribute to the development of the MEAL Framework for the country program.
• Contribute to the design and deployment of new Accountability tools as required.
• Travel to all areas of work (when needed) to collect beneficiaries feedback/concerns.
• Contribute to GOAL Turkey lesson learned database, share these lessons with the program team in timely manner.
• Oversee the roll-out of activities and training of GOAL Turkey Accountability Framework to Turkey Program and update the framework as delegated by the MEAL manager.
• Contribute to the development/revising of SOPs for the Accountability Framework and respond to feedback obtained from beneficiaries per SOPs/Guidelines.
• Manage the day-by-day functions of CFM and its channels (ie: Hotline, WhatsApp, Emails, verbal inquiries, suggestions, and complaints of GOAL beneficiaries. etc).
• 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 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 CFM 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.
• Clean CFM databases, analyse it and prepare all CFM related reports then share them with his supervisor to be reviewed.

Other Duties

The post holder may be requested to undertake other activities and duties as mutually agreed with the MEAL Manager. This Job Description is intended as a guide to the position and is subject to change at GOAL’s discretion.

Requirements (essential)

• Turkish Citizenship.
• A minimum of bachelor’s degree in a related field.
• A minimum of one year’ working experience with I/NGOs.
• Good knowledge of Microsoft Office (especially excel), CommCare and PowerBI.
• Excellent verbal and written communication skills (Arabic and Turkish).
• Good analytical skills, attention to details, and critical thinking ability.
• Commitment to humanitarian principles and values.
• Good communication, interpersonal and motivational skills.
• Knowledge of Sphere and Core Humanitarian Standards

Requirements (desired)

• Good English language skills.
• Demonstrated ability to anticipate delays and bottlenecks, analyse risk and pre-emptively manage it.
• Commitment to capacity building.
• Good team player, flexible and capable of working with a multinational country team, and capable of working under pressure.
• Confident and skilled in presentation and facilitation, proven record in provision of trainings a plus.
• Knowledge of statistical software packages, such as SPSS, Stata and/or R preferred.

General terms and conditions

Safeguarding

Children and vulnerable adults a must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.

Accountability within GOAL

Alongside our safeguarding policy, GOAL is an equal opportunities employer and has a set of integrity policies. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability:

• Comply with GOAL’s policies and procedures with respect to safeguarding, Code of Conduct, health and safety, data protection and confidentiality, do no harm principles and unacceptable behaviour protocols.
• Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area.
• Report any concerns about inappropriate behaviour of a GOAL staff or partner.

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.

Thank you.