Community Accountability Associate, Azraq Camp, Jordan 236 views

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.


With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.

Since 2012, UNICEF Jordan Country Office has been playing an integral part of the humanitarian response for Syrian refugees in Jordan. As WASH sector lead, UNICEF is leading the Water, Sanitation and Hygiene promotion assistance to the refugees in camps as well as in host communities, including schools and other institutions. Azraq Refugee Camp is among the main locations where UNICEF is providing humanitarian WASH assistance which hosts more than 38,000 refugees.

In Azraq refugee Camp, UNICEF is providing water at a daily average of 2,100,000 liters. This is provided through two boreholes operated within the camp. Currently, water is pumped from the boreholes to the distribution points through main pipelines and pump stations. In addition to wat er supply, UNICEF is also managing wastewater management through the contractor which collects a daily amount of 800 to 1000 m3 and desludging in the proper location.

While all the above activities are conducted by implementing partners, there has been significant bottlenecks regarding the effective service deliver by these partners. Although majority of the problems of quality service delivery are related to water supply, the other WASH components also present some major constraints.

Against this background, UNICEF put together an independent team to conduct daily monitoring of the major UNICEF supported service delivery projects in the camp, with the sole aim of improving the quality and effectiveness of the services provided. This structure has not only improved overall quality of results, but also enhanced a cordial relationship between right holders and duty bearers, particularly in the area of water supply. Based on this experience, UNICEF has decided to expand this monitoring structure to other WASH components it supports in the camp.

  • Under the Supervision of the Field Support/WASH Officer

The CA Associate is expected to fulfill the following tasks and responsibility :

  • The CA associate is expected to work with and assist the CM/M Associate to link the hotline and complaints mechanism to the community needs under the operation of the water network and wastewater management.
  • Follow up and monitors all complaints through the hotline and direct them through the agreed channels to be addressed. CA will have to make sure that all registered complaints were directed to the operator and an immediate action is being taken.
  • Monitor the performance and efficiency of the hotline and work with the team to improve by highlight the needs to enhance the responses and work on any related gaps with the CM and operation team.
  • Provide monthly reports on the hotline performance that capture all complaints registration and closure with trend analysis for the nature of cases.
  • Develop and maintain proper reports and database on complaints trends, responses, and feedback from the operation’s team on overall performance of the hotline
  • Link the hotline to the community mobilization activities and use it a source to improve the provided WASH services.
  • Manage IBVs who will be responding to the phone calls. The IBVs will resister all complaints on the google sheets on a daily basis.
  • The CA will have to highlight any delays in responding to the community complaints and report them to the operation team.
  • Work under the CM/M Associate’s guidance to establish a community front-line service unit where the hotline is part of.
  • Attend WASH meetings and community gathering if needs and pick all points and issues related to the hotline work and performance.
  • Contribute to the improvement of the complaints mechanism by linking the available hotline tool to the community needs and look for gaps in the system to be improved in reference to the community feedback.
  • Provide needed hotline summaries and tables on the monthly or seasonal trends of the complaints and share them with the operation team for information and action.
  • Follow up on the maintenance log sheet with the operation team to ensure that all complaints on maintenance have been addressed by the operator.
  • Follow up with the community and complainers to ensure that their issue has been solved and they are satisfied with the overall response and action from UNICEF and operator’s side.
  • Work with the team to ensure professionalism, respect, high morale when responding to the community phone calls.
  • Work with the hotline team to improve the quality of services and the way the complaints are being taken and addressed.

Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization. (for levels IICA-2, IICA-3, LICA Specialist- 10, LICA Specialist-11, NOC, NOD, P3, P4 and above)

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles.

Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).

Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.

Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.

Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.

Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

  • Technical competency
  • – Drive for results
  • Working with community.
  • Working with people and other teams from different organizations.
  • – Reliable and able to work under pressure
  • – Capable of working in a multi-national/cultural environment
  • – Excellent communications skills

– Strong organizing ability

– Flexibility

– Ability to learn

– Initiative

  • Secondary School
  • At least four years of expereicne in community accountability with secondary education degree is required.
  • Experience with UN or INGOs in Jordan is considered an asset.
  • Computer skills ( Word, Excel, PowerPoint …etc)
  • Fluency in both English and Arabic

Contract type: ICA

Contract level: Local ICA Support – level 4

Contract duration: 6 months subject to extension

For more details about the ICA contractual modality, please follow this link:

  • Please note that the closing date is midnight Copenhagen time
  • Applications received after the closing date will not be considered.
  • Only those candidates that are short-listed for interviews will be notified.
  • Qualified female candidates are strongly encouraged to apply.
  • UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
  • Work life harmonization – UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
  • UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
  • The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.

Recruitment/internship in UNOPS is contingent on the results of such checks.

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