Accountability Officer/ادلب

Job Summary:

The Accountability Officer is responsible for the development, implementation, and day-to-day management of WATAN’s Accountability to Affected Populations (AAP) system. This position ensures that affected communities have access to timely and accurate information, can meaningfully participate in programs, and have safe, accessible, and confidential channels to provide feedback and raise complaints. The officer works to strengthen trust with beneficiaries and ensure that community voices systematically influence program design, implementation, and adaptation.

Tasks and Responsibilities of the Job

• Lead the day-to-day implementation and continuous improvement of WATAN’s Accountability to Affected Populations (AAP) system across all projects and locations.

• Ensure that AAP policies and Standard Operating Procedures (SOPs) are fully integrated into all stages of the project cycle (design, implementation, monitoring, evaluation, and closure).

• Manage and maintain multiple feedback and complaints channels (WhatsApp, WBPM system, hotlines, complaint boxes, field visits, etc.) and ensure they are accessible, functional, and inclusive for all segments of the community, including women, persons with disabilities, and marginalized groups.

• Receive, register, triage, investigate (when required), follow-up, and close complaints and feedback in a timely, confidential, and survivor-centered manner.

• Ensure systematic loop-back of responses to complainants and communities and document all actions taken.

• Conduct regular community outreach, information sharing sessions, and participatory consultations to promote transparency and meaningful engagement.

• Develop, adapt, and disseminate Information, Education, and Communication (IEC) materials such as posters, brochures, and project information sheets in accessible formats and local languages.

• Provide technical support and capacity building to project staff, field teams, and downstream partners on AAP principles, complaints handling, and community engagement.

• Monitor, analyze, and report on trends from feedback and complaints data, and produce regular AAP reports with actionable recommendations for program adaptation.

• Support the MEAL Manager in updating AAP sections in MEAL SOPs, project proposals, donor reports, and other relevant documents.

• Identify AAP-related risks (including retaliation) and ensure they are properly mitigated and integrated into the organizational risk register.

• Maintain accurate and up-to-date records, databases, and documentation related to all AAP activities for learning, reporting, and donor compliance.

• Represent WATAN in external meetings and coordination forums related to Accountability and Community Engagement when assigned.

Perform any other tasks assigned by the direct supervisor (MEAL Manager).

Job specification

Education Degree BS Major Social Sciences, Development Studies, Humanitarian Affairs, International Relations, or any other relevant major

Languages Fluent in Arabic & English (strong written and verbal skills)

Travel Availability Yes

Minimum 2-3 years of experience working in accountability, complaints and feedback mechanisms, community engagement, or MEAL in humanitarian or development organizations.

• Strong knowledge of Accountability to Affected Populations (AAP), Core Humanitarian Standards (CHS), and participatory approaches.

• Proven experience in managing feedback and complaints systems, preferably with digital platforms.

• Excellent communication, facilitation, and interpersonal skills.

• Ability to handle sensitive issues with neutrality, confidentiality, and professionalism.

• Proficiency in Microsoft Office and data management tools.

• High communication skills

• High attention to details

• Ability to innovate

• Ability to withstand work pressure

• Reporting and writing skills

• Ability to solve problems

• Ability to learn and develop

Ability to assign tasks to team members

Office-based with field work and some travel as required.

How to apply

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