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  • Organization: IRC - International Rescue Committee
  • Location: Beirut
  • Grade: Mid level - Internationally recruited position
  • Occupational Groups:
    • Women's Empowerment and Gender Mainstreaming
    • Managerial positions
    • Monitoring and Evaluation
  • Closing Date:

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Accountability Manager

Beirut (Lebanon)

Requisition ID: req3695

Job Title: Accountability Manager

Sector: Monitoring & Evaluation

Employment Category: Regular

Employment Type: Full-Time

Location: Beirut, Lebanon

Job Description

In its Global Strategic Plan 2015-2020, IRC commits to making its work more responsive to the clients and communities it serves. A client-responsive IRC means that programming decisions—what assistance to provide, to whom, when, where and how—are informed by client preferences, aspirations and expectations. As such, IRC Lebanon prioritized “Client Consultation” as part of its Good & Great standards for the year 2019, and included that in its strategic action plan. The IRC Middle East Regional Office has also established a Feedback and Response Mechanism (FARM) initiative and policy in which IRC Lebanon aspires to align with and harmonize.

In January of 2018, the ERD program at IRC Lebanon rolled out a pilot of FARM activities in all its livelihood centers. This involved the recruitment of 2 full-time dedicated Feedback and Complaints Officers (FCOs) roving around Mount Lebanon (Mkalles), Tripoli, Deir Dalloum and Wadi Khaled livelihood centers mainly handling hotline calls, whatsapp messages, complaints and suggestion boxes, and one-on-one meetings with beneficiaries.

A full-time dedicated Accountability Manager is responsible to ensure the roll-out, management, implementation, and continuous improvement and learning of the Lebanon FARM policy that was developed to expand, harmonize and standardize FARM mechanisms across all of IRC Lebanon programs and geographic areas. The position is also responsible to ensure the FARM system is functional, that people are informed of their right to submit feedback and complaints, that risks are identified and managed, that complaints are handled in a timely, fair and appropriate manner, and that complaints data are used to inform programmatic decision making and improvements. This includes facilitating information and awareness efforts, technically supervising the processing and resolution of complaints, handling analysis and reporting, facilitating external complaints referrals in alignment with existing referral mechanisms, and assisting with trouble-shooting and escalating issues.

The Accountability Manager will directly report to the Lebanon MEAL Coordinator, and line manage the 2 existing Feedback and Complaints Officers with possible increase in number of FCOs for the FARM expansion.

Major Responsibilities

Program Management and Technical Quality

  • Manage the continued functioning of beneficiary feedback and response mechanisms in the ERD program in Lebanon, as well as manage the roll-out and expansion of FARM mechanisms to the rest of the IRC programs encompassing all geographic areas.
  • Ensure accountability mechanisms are in compliance with IRC country/regional/global strategies, guidelines and standards.
  • Modify the Lebanon FARM policy as per learnings generated and ensure its adaptation to child-friendly and inclusion (gender and disability) practices.
  • Conduct all operational and management duties of IRC’s accountability efforts in Lebanon, including work planning, resourcing, budgeting, monitoring & evaluation, and risk management.
  • Manage the delivery of IRC’s accountability services in Lebanon, including public information campaigns/outreach mechanisms, communication channels, and coordination of internal/external referrals of complaints in alignment with existing referral mechanisms.
  • Develop, set-up and modify as necessary IRC’s accountability communications materials (suggestion boxes, hotline, messaging, help desk, etc.) and outreach methods (brochures, posters, information sessions, videos, etc.).
  • Build knowledge and awareness of IRC staff on FARM mechanism as part of the orientation plan.
  • Together with program teams, ensure the timeliness and quality of IRC’s responses to beneficiaries’ feedback/complaints.
  • Ensure that all data arising from accountability mechanisms are available and of use to the Lebanon country program and beyond, including data quality assurance, analysis, interpretation, presentation and reporting.
  • In coordination with T4P staff in country and the regional office, roll-out the implementation of the ticketing/information management system (JIRA), or other future technology solutions, fit for purpose.
  • Coordinate with the Lebanon M&E Managers and Senior M&E Officers to integrate or streamline accountability activities and indicators, as well as ensure complaints arising from M&E feedback channels are immediately channeled for action.
  • Support the Partnership Unit to ensure accountability capacities of implementing partners are strengthened and applied in practice.
  • Work with the Lebanon MEAL Coordinator, program teams and the Grants Unit in ensuring that accountability elements support strong proposals for new funding and high-quality reporting.
  • Operationalize the functioning of the Complaints Review Committee and act as the secretariat of the committee

Research, Learning and Analysis

  • Provide thought leadership to the Lebanon country program on emerging accountability concerns, needs and solutions.
  • Contribute to the country program’s programmatic and organizational learning efforts around accountability.
  • Contribute to IRC’s regional and global accountability and client responsiveness initiatives, as requested.
  • Prepare reports/dashboards presenting number of complaints/feedback instances by issue type, sector, response provided and average time to provide resolution to issues recorded. Conduct trending analysis and comparison to benchmarks whenever possible.
  • In coordination with the MEAL Coordinator, conduct periodic reviews and evaluation of the FARM system with beneficiaries and staff.

Staff Performance Management, Learning & Development

  • Supervise and oversee the work of Feedback and Complaints Officers who will be responsible to operate the FARM communication channels and administer the processing of complaints and responses.
  • Recruit additional Feedback and Complaints Officers for the expansion of FARM to all programs and geographic areas in Lebanon.
  • Coach, train, and mentor direct-report staff, including communicating clear expectations, setting annual performance objectives, providing regular and timely positive and constructive performance feedback, holding regular check-in meetings, and providing documented semi-annual performance reviews.
  • Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.
  • Participate in relevant trainings, workshops, webex, community of practices, events, etc. to improve technical and managerial capacity as well as professional and personal development.

Coordination & Representation

  • As delegated by the Lebanon MEAL Coordinator, represent IRC in inter-agency forums and discussions.
  • Participate in relevant working groups both within and outside of the INGO and UN cluster system.
  • Effectively participate and contribute to the Regional FARM community of practice working group.

Key Working Relationships

Position Reports to: Lebanon Monitoring, Evaluation, Accountability & Learning (MEAL) Coordinator

Position Directly Supervises: Currently 2 Feedback and Complaints Officers with possible expansion to more staff.

Key Internal Contacts:

§Country Program:  All staff and departments within the Lebanon Country Program, including but not limited to the MEAL teams, T4P teams, Program teams, Partnership Unit, Grants Unit, Operations Unit, Human Resources teams, Safety and Security, etc.

§Region/Global: Regional M&E unit, Regional T4P unit, HQ Ethics & Compliance unit, as well as M&E and Accountability staff in other country programs

Key External Contacts: Partner organizations, other humanitarian actors, UN agencies


Education: BA/BS Degree in international relief and development, public health, social sciences, or a related field; MA/MS a plus

Work Experience:

  • At least 3 years of experience within the international development / humanitarian sector, some of which was at a manager level (at least 1 year experience supervising staff)
  • At least 3 years of experience in accountability, client responsiveness, M&E, social services or other beneficiary or client-facing role

Demonstrated Skills:

  • Excellent technical skills in contemporary accountability, humanitarian standards or relevant M&E methods and practices, with hands-on experience in qualitative and quantitative data collection and analysis
  • Strong program/technical management, planning and reporting skills
  • Strong written and oral communication skills, with ability to express ideas and concepts clearly and persuasively with senior internal and external stakeholders
  • Proven ability to design and lead training engagements with staff and partners to enhance skills and adapt to changing program demands
  • Strong client-focused orientation
  • Strong methodical planning and organizational skills
  • Strong analytical, presentation, and reporting skills
  • Excellent relationship-building, interpersonal skills and the ability to effectively work with colleagues and beneficiaries
  • Experience of working successfully with local stakeholders such as local and international NGOs, government, etc. with sensitivity and diplomacy
  • Mature and structured approach to team management and project delivery
  • Positive attitude to work, self-reflective, motivated, inspired, collegial
  • Proven ability to work well in and promote teamwork, thrive in a multi-cultural environment, be flexible and handle pressure with professional grace
  • Strong commitment to IRC’s mission, purpose and values

Languages:  Professional fluency in spoken and written English and Arabic.

Computer/Other Tech Requirements:

  • Full professional competency in Microsoft Office Suite, especially Word, Excel, Outlook, and PowerPoint. 
  • Experience with mobile data collection (i.e ODK/ONA, KOBO, CommCare) and data management software strongly preferred.

Working Environment

The position is based in Beirut, and expected to travel frequently to Mount Lebanon, Tripoli, Akkar, and the Bekaa.


We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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