Job ID
51982
Job Title
Accountability Officer
To work for
SAMS Foundation
Country
Syria
City
Damascus
Field of Work
R&D | Projects
Job Type
Full time
Military service
Not Specified
Minimum Education Level
Bachelor/ License Degree
Responsibilities
1. Job Summary
The Accountability Officer is responsible for managing SAMS’ complaints and response mechanism (CRM) system across all Syria activities, ensuring it remains effective, accessible, and compliant with SAMS’ accountability SOPs and data protection standards. The officer processes beneficiary feedback rapidly, confidentially, and safely, while following up with relevant departments to ensure timely case closure. Key duties include tracking feedback trends, producing regular accountability reports (weekly/monthly/quarterly), and providing recommendations to improve program quality. The officer also conducts accountability trainings and capacity-building sessions for health facility and partner staff, promotes community participation and information sharing, guides beneficiaries in using feedback channels, and facilitates safe referrals for sensitive cases (e.g., safeguarding, PSEA). Additionally, the role documents lessons learned, success stories, challenges, and best practices to support learning and decision-making across teams and partners.
Tasks and Responsibilities
1. Manage SAMS & complaints and response mechanism (CRM) system and develop it and ensure its effectiveness and accessibility across all SAMS Syria activities and across all project sites (e.g., hotlines, help desks, suggestion boxes).
2. Ensure rapid, confidential, and safe processing of beneficiary feedback and complaints in compliance with SAMS & accountability SOPs and data protection standards.
3. Follow up on outstanding feedback with relevant departments and stakeholders and ensure timely closure of cases.
4. Support program teams in promoting meaningful participation of affected communities and ensure clear, accessible information sharing.
5. Track and update the accountability tracking table, analyze trends, and provide recommendations to improve program quality.
6. Plan and conduct accountability-related trainings and capacity-building sessions for SAMS health facility staff and partner staff.
7. Ensure all beneficiaries are aware of accountability channels, standards of conduct, and expected behaviour of SAMS and partner staff.
8. Guide beneficiaries in using feedback and complaint mechanisms and facilitate safe referrals for sensitive cases (e.g., safeguarding, PSEA).
9. Produce periodic accountability reports (weekly/monthly/quarterly) to support learning, inform decision-making, and document progress.
10. Capture and document lessons learned, success stories, challenges, and actionable recommendations.
11. Support data sharing, documentation of lessons learned, success stories, and best practices across teams and partners.
12. Lead the design, implementation, and continuous improvement of AAP strategies in line with AAP Framework and the Core Humanitarian Standard
13. Ensure crisis-affected communities are informed about their rights, the organization’s programs, selection criteria, and how to access complaint channels.
14. Systematically collect, clean, and analyze feedback data
15. Represent the organization in inter-agency AAP, PSEA networks, and OCHA-led coordination platforms
16. Identifying compliance issues requiring investigation and managing corrective actions
The Accountability Officer is responsible for managing SAMS’ complaints and response mechanism (CRM) system across all Syria activities, ensuring it remains effective, accessible, and compliant with SAMS’ accountability SOPs and data protection standards. The officer processes beneficiary feedback rapidly, confidentially, and safely, while following up with relevant departments to ensure timely case closure. Key duties include tracking feedback trends, producing regular accountability reports (weekly/monthly/quarterly), and providing recommendations to improve program quality. The officer also conducts accountability trainings and capacity-building sessions for health facility and partner staff, promotes community participation and information sharing, guides beneficiaries in using feedback channels, and facilitates safe referrals for sensitive cases (e.g., safeguarding, PSEA). Additionally, the role documents lessons learned, success stories, challenges, and best practices to support learning and decision-making across teams and partners.
Tasks and Responsibilities
1. Manage SAMS & complaints and response mechanism (CRM) system and develop it and ensure its effectiveness and accessibility across all SAMS Syria activities and across all project sites (e.g., hotlines, help desks, suggestion boxes).
2. Ensure rapid, confidential, and safe processing of beneficiary feedback and complaints in compliance with SAMS & accountability SOPs and data protection standards.
3. Follow up on outstanding feedback with relevant departments and stakeholders and ensure timely closure of cases.
4. Support program teams in promoting meaningful participation of affected communities and ensure clear, accessible information sharing.
5. Track and update the accountability tracking table, analyze trends, and provide recommendations to improve program quality.
6. Plan and conduct accountability-related trainings and capacity-building sessions for SAMS health facility staff and partner staff.
7. Ensure all beneficiaries are aware of accountability channels, standards of conduct, and expected behaviour of SAMS and partner staff.
8. Guide beneficiaries in using feedback and complaint mechanisms and facilitate safe referrals for sensitive cases (e.g., safeguarding, PSEA).
9. Produce periodic accountability reports (weekly/monthly/quarterly) to support learning, inform decision-making, and document progress.
10. Capture and document lessons learned, success stories, challenges, and actionable recommendations.
11. Support data sharing, documentation of lessons learned, success stories, and best practices across teams and partners.
12. Lead the design, implementation, and continuous improvement of AAP strategies in line with AAP Framework and the Core Humanitarian Standard
13. Ensure crisis-affected communities are informed about their rights, the organization’s programs, selection criteria, and how to access complaint channels.
14. Systematically collect, clean, and analyze feedback data
15. Represent the organization in inter-agency AAP, PSEA networks, and OCHA-led coordination platforms
16. Identifying compliance issues requiring investigation and managing corrective actions
Qualifications
Academic Background
A University degree in a relevant field (such as statistics & data management, social science, public health, or a related subject area): a technical degree together with additional relevant work experience may substitute for education.
Experience
3-4 years of experience in a relevant field (Accountability, Client Responsiveness, MEAL, etc.)
2.3. Languages
3. Fluent in Arabic and good English.
Technical Skills
Advanced analytical skills (e.g., MS Excel, Power BI, and similar tools) are preferred.
Good in Microsoft S office programs.
In additional, soft skills:
Self-starter who can work independently under pressure.
Committed employee with a high amount of initiative, collaboration, forward-thinking, team spirit.
Ability to work in and contribute to team building environment.
Excellent written and oral communication skills. Experience integrating international humanitarian standards in emergency programming (including humanitarian accountability).
A University degree in a relevant field (such as statistics & data management, social science, public health, or a related subject area): a technical degree together with additional relevant work experience may substitute for education.
Experience
3-4 years of experience in a relevant field (Accountability, Client Responsiveness, MEAL, etc.)
2.3. Languages
3. Fluent in Arabic and good English.
Technical Skills
Advanced analytical skills (e.g., MS Excel, Power BI, and similar tools) are preferred.
Good in Microsoft S office programs.
In additional, soft skills:
Self-starter who can work independently under pressure.
Committed employee with a high amount of initiative, collaboration, forward-thinking, team spirit.
Ability to work in and contribute to team building environment.
Excellent written and oral communication skills. Experience integrating international humanitarian standards in emergency programming (including humanitarian accountability).
Specific Vacancy Requirements
Our organization values diversity and inclusion and is dedicated to providing an equitable work environment for all. We strongly encourage women, and qualified candidates of all abilities and backgrounds to apply.
Salary and Benefits
The salary will be defined according to the SAMS salary scale.
About us
SAMS is a global medical relief organization that is working on the frontlines of crisis relief in Syria and beyond to save lives and alleviate suffering. SAMS proudly provides dignified medical care to every patient in need.
Required employees number
1
Posted On
Oct 29, 2026
Expiry Date
Nov 05, 2026
