The Accountability Coordinator will oversee operationalisation of the Community Helpline, ensuring that it is adapted to the context in Lebanon, and the mechanism is accessible, trusted and utilised. The Coordinator will ensure that Standard Operating Procedures (SOPs) are followed through regular quality checks, and that NRC staff, volunteers, contractors and partners are trained on accountability standards, awareness raising, and that the wide variety of communication channels are functioning. The Coordinator will also conduct outreach activities and awareness sessions to communities to ensure the design of the helpline and communication channels are community driven. The Coordinator will perform ad hoc tasks as agreed with the Accountability Manager aimed at improving Accountability towards Affected Populations.

1. Line management responsibilities for directly reporting staff. This includes the

   • Performance management process; setting clear goals aligned to country strategy and priorities, and to follow up and support staff’s achievement. 

   • Responsible for key processes as workforce planning, recruitment, staff induction and development and ensure Duty of Care for own staff

2. Conduct trainings, outreach activities and awareness sessions to ensure the Community Helpline and communication channels are community-driven and functioning.

3. Coordinate with NRC staff, volunteers, contractors, contingency workers, and partners on the efficient and transparent dissemination of accountability information to affected population on requesting services and make a complaint or feedback.

4. Ensure that NRC staff, volunteers, contractors and partners follow minimum accountability standards and perform regular quality checks. 

5. Follow up on process handling of admissible service requests with sector-specific focal points for case handling, in accordance with SOPs.

6. Follow up on process handling of service-related complaints with field focal points and ensure that SOPs are followed.

7. Contribute to drafting NRC’s Accountability Framework in Lebanon and develop/ continuously update NRC's Helpline SOPs.

8. Ensure adherence to NRC policies, handbooks, guidelines, donor requirements and specific accountability SOPs. 

9. Ensure that NRC’s related activities are implemented within NRC’s Protection mainstreaming guidelines and report any breaches/concerns to the line manager and/or focal point for proper action.

10. Compliance and adherence to NRC policies, guidance and procedures, (if a function role) and a specific responsibility for the functions policies and procedures 

• Design training materials on accountability standards, the Community Helpline and communication channels and give training to NRC staff, volunteers, contractors, contingency workers, and partners.

• Design gender- and age-sensitive community awareness materials (helpline leaflets, WhatsApp accountability messages, video) and coordinate with NRC staff, volunteers, contractors, contingency workers, and partners to ensure that these are widely disseminated.

• Support outreach activities and awareness sessions to ensure that communities are aware of how to request services and give a complaint or feedback, and that they participate in the design of the helpline and communication channels.

• In coordination with the M&E team, consult beneficiaries and target communities for feedback on the Community Helpline and communication channels. Accordingly, support with update of M&E tools and inputs gathering exercises. 

• Conduct regular field visits to NRC project locations to monitor the implementation and visibility of reporting channels and spot checks, and empty NRC Comment Boxes for follow up.

• Monitor the progress against CC-specific action points resulting from the analysis of accountability data.

• Carry out and follow up on the achievement of NRC Lebanon’s annual Accountability Action plan

• Any other tasks as delegated by the line managers

“Information of the scope of the position to be inserted in the table below. This is applicable only for roles graded as 8 and above e.g. a function manager/specialist at CO level or when allocated a project budget)

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Project Managers, Community Engagement and Accountability Specialist, Referral Focal Points

• M&E, Protection, Grants, Partnerships and Technical Specialists, Consortia, Head of Programme Support

• Human Resources Manager and Risk & Compliance Coordinator

• At least 3 years of experience in an international NGO preferably in an emergency or post-conflict setting in beneficiary reception and/or counselling, Complaints Reporting and Feedback Mechanism, or related field.

• Solid experience in handling sensitive feedback 

• Ability to present data and convey information clearly and concisely and identifying trends

• Fluency in both English and Arabic (speaking, reading, writing)

• Computer skills, including MS Office (Word, Excel)

• Strong analytical and communications skills

• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential)

• Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm and resilient)

• Experience and ability to train others and transfer knowledge

• Knowledge of the context in Lebanon / Middle East and NRC activities in the country / region

• Familiarity with NRC’s core competencies is an asset

These are personal qualities that influence how successful people are in their job. The following are essential for this position:

• Working with people

• Influencing

• Analysing

• Planning and delivering results

• Managing performance and development

• Handling insecure environments

• Build meaningful relations  

• Act with integrity  

• Empower people  

• Deliver results