JOB ANNOUNCEMENT
Job information | |
Job Title | Accountability Officer |
Department | Programs |
Reporting to | Program manager |
Location | Sana’a |
Contract Duration | 6 months |
Announcing Date | 05/11/2026 |
Announcement Closing Date | 10/11/2026 |
Job Description |
Overall objective |
To support accountability to affected populations by operating safe, inclusive and confidential community feedback and complaints mechanisms, ensuring timely follow-up, appropriate referrals and the use of community feedback to improve program quality and responsiveness.
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Tasks and Responsibilities |
· Establish and manage accessible community feedback and complaints mechanisms, including complaint boxes, telephone, WhatsApp and SMS. · Receive, register, classify and track feedback and complaints while safeguarding personal data and maintaining confidential records. · Coordinate with relevant teams to ensure timely acknowledgement, referral, follow-up and closure of complaints, with appropriate responses to complainants. · Inform community members of their rights, project services, eligibility criteria and available feedback channels through accessible outreach activities. · Refer sensitive allegations, including safeguarding, sexual exploitation and abuse, fraud and corruption, through approved confidential reporting pathways without conducting unauthorized investigations. · Ensure feedback channels are safe and accessible to women, children, persons with disabilities and other marginalized groups. · Work with MEAL, program teams to address concerns and integrate community feedback into service improvements. · Analyze feedback trends, recurrent issues and risks, and propose practical corrective actions. · Prepare periodic, anonymized accountability reports covering feedback volumes, case status, response timeliness and recommendations. · Support community consultations, satisfaction surveys and monitoring visits, and track agreed corrective actions and lessons learned. |
Required Profile |
Required Qualification and Skills |
· Bachelor’s degree in Social Sciences, Development Studies, Sociology, Public Administration or a related field. · At least 2 years of relevant experience in community accountability, MEAL, complaints handling, community engagement or protection, preferably with NGOs. · Practical understanding of accountability to affected populations (AAP), feedback and complaints mechanisms (CFM), confidentiality and safe referrals. · Awareness of safeguarding and protection from sexual exploitation and abuse (PSEA); ability to handle sensitive concerns without compromising privacy. · Ability to maintain complaint registers, analyze trends and produce clear, anonymized reports; good Microsoft Excel and Office skills. · Strong communication, listening, organization and problem-solving skills, with a respectful and non-discriminatory approach. · Fluency in Arabic and good written and spoken English; ability to engage diverse community groups. |
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How to Apply
- Interested candidates who meet the required qualifications and experience are invited to complete the online application form through the link below:
https://forms.gle/CaBxct6Kgy53CH3r9
- Applicants must complete all required fields and upload their CV, cover letter, and relevant certificates through the application form.
- Only applications respecting these criteria will be considered. Do not apply unless you meet minimum application requirements or you will not be considered.
- Only short-listed candidates will be contacted