World Vision International

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Humanitarian Accountability Officer

Job Description

Position title: Humanitarian Accountability Officer


World Vision International is seeking a qualified and highly motivated individual who can ensure that World Vision’s programmes in Jordan maximizes local community participation and capabilities. Under the direction of the Program Development Quality Assurance manager, the Accountability Officer will work with the Programmes, Monitoring/Evaluation and Operations teams, as well as other relevant internal and external stakeholders, to ensure all World Vision’s programmes maintain high standards of accountability to our beneficiaries in line with World Vision and international humanitarian standards.

Major Responsibilities:

Planning / Distribution / Training

  • Design and implement Accountability Logframes and plans for projects

  • During distributions, establish a help desk/information table to the community members to answer beneficiary comments/questions. After the distribution, prepare sensitization reports on the distribution.

  • Ensure key information reaches beneficiaries using a number of methods (leaflets, orientation, help desk). Ensure that all beneficiaries proper receive their benefits.

  • Work with the rest of the Response Team to ensure World Vision’s accountability standards are included in staff orientation sessions, with a particular focus on World Vision’s Programme and Operational staff, and all staff members from partner organisations.

  • Plan and conduct training sessions of relevant staff members (both World Vision and partner organisations) to support and ensure quality implementation of accountability mechanisms and information provision plans

Beneficiaries Feedback & Complaints

  • Receive, process and respond to beneficiary feedback and complaints and guide beneficiaries seeking help through WV hotlines, field visits, and other complaints and feedback mechanisms.

  • Compile, anaylze and disaggregate monthly complaints and feedback by project, gender, nationality, etc. Record and analyze data and produce monthly Feedback/Complaint reports to the general WVJ Office.

  • Support beneficiaries by providing information to related services from World Vision and other partner organizations.

  • Follow up internally with WVJ on complaints and feedback referrals with the appropriate offices and sector leads. Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.

  • Inform communities regarding their right to be consulted make complaints and provide feedback to World Vision and partner organisations.

  • Present complaints and feedback report (including trend analysis) monthly to all WVJ staff at Grants Performance Tracker meeting. Attend projects bi-weekly meetings (in coordination with PDQA manager) and brief project team on accountability issues.

  • Maintain a proper filing system for all the complaints and feedback with filling codes.

  • Work closely with PDQA team in order to collect feedback from sector leads about referred complains to their respective sectors.

  • Follow up on outstanding beneficiary feedback with relevant departments and beneficiaries.

Beneficiary identification, selection and registration

  • In coordination with DME officers, travel to host communities and refugee camps to ensure the data collection process is coherent and follows proper methodology.

  • Conduct Information Provision & Feedback sessions with beneficiaries.

  • Investigate allegations of irregularities, fraud, corruption or other forms of misconduct by directly liaising with the affected beneficiaries in close collaboration with the supervisor.

  • When necessary, in coordination with HDME, manage enumerator team to conduct feedback sessions.

  • Other duties as required by PDQA or DME leadership

Accountability Coordination

  • Engage with all relevant stakeholders, NGOs and UN agencies to ensure a coordinated and consistent approach to accountability.

  • Participate in local Accountability and Learning groups to ensure collaboration and coordinate Humanitarian Accountability approaches

Education:Bachelor and/or Graduate degree in Social Sciences, International Development, International Relations or related field.


  • Minimum of 3 year experience in relief and development work.

  • Minimum 2 year experience in humanitarian accountability design and implementation.

  • At least 2 years field experience working in international relief and humanitarian affairs.

Knowledge & Skills:

  • Self starter who can work independently under pressure.

  • Committed employee with a high amount of initiative, collaboration, forward-thinking, team spirit and humor

  • Familiarity with humanitarian accountability standards and other international quality assurance mechanisms, including Sphere, Red Cross Code of Conduct, Humanitarian Accountability Partnership, Do No Harm, People in Aid Code of Good Practice, etc.

  • Ability to work in and contribute to team building environment.

  • Cross-cultural sensitivity, flexible world view, and emotional maturity. Fluent in Arabic and English.

  • Excellent written and oral communication skills. Experience integrating international humanitarian standards in emergency programming (including humanitarian accountability).

  • Experience engaging in learning events (training).

  • Experience developing and implementing complaints and feedback systems.

  • Experience in promoting community participation in all stages of the project.

  • Experience developing and implementing community information provision and consultation processes.

  • Experience in project design, proposal development, and writing reports

  • Experience in translation (Arabic, English) 

Core Capabilities:

 Achieving quality results and service Practicing accountability and integrity Communicating information effectively Thinking clearly, deeply and broadly Understanding the Humanitarian industry Understanding WV’s mission & operations Practicing continuous innovation & creativity Learning for growth and development Maintaining work/life balance Building collaborative relationships Practicing gender & cultural diversity Influencing individuals & groups