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Accountability Officer - Beirut (Lebanese National) - External Candidates Only - Lebanon

Beirut

  • Organization: NRC - Norwegian Refugee Council
  • Location: Beirut
  • Grade: Junior level - Junior
  • Occupational Groups:
    • Monitoring and Evaluation
    • Other
  • Closing Date: Closed





The Norwegian Refugee Council (NRC) is a non-governmental, humanitarian organization with 60 years of experience in helping to create a safer and more dignified life for refugees and internally displaced people. NRC advocates for the rights of displaced populations and offers assistance within the shelter, education, emergency food security, legal assistance, and water,sanitation and hygiene sectors.



The Norwegian Refugee Council has approximately 5000 committed and competent employees involved in projects across four continents. In addition, NRC runs one of the world’s largest standby rosters -NORCAP, with 650 professionals, ready to be deployed on 72 hours notice when a crisis occurs




P.S: Please ensure that you fill in all details before submitting your application on WebCruiter. Empty and incomplete applications will not be considered.

All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.

  1. Background

NRC provides humanitarian aid to refugees from Syria, Palestine and vulnerable Lebanese host communities. This assistance includes education; shelter; emergency response; water and sanitation; and information, counselling and legal assistance services. NRC also engages in advocacy with governments and donors to expand and safeguard refugee rights and protection.

NRC Lebanon is currently setting up a complaint/feedback and response mechanism. This mechanism would ensure that beneficiaries and other stakeholders have accessible and safe channels to communicate their complaints, feedbacks and suggestions to NRC for continued NRC program, quality.

As a humanitarian organization, NRC must remain accountable to the affected population it serves. In particular, NRC seeks to regularly engage with affected communities and to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming. To increase accountability and impact, NRC is strengthening existing mechanisms through establishing a centralized, transparent and widely communicated complaints and feedback mechanism (CFM).

  1. Role and responsibilities

The Accountability Officer is responsible for 1) overseeing and ensure consistent and systematic, recording, processing, resolution and response of complaints and feedback received from the communities we work with on daily basis. 2) Aiding in conducting training and awareness sessions internally and externally to all NRC’s stakeholders.

1. Generic responsibilities

  1. Ensure adherence with NRC policies, guidelines and standards.
  2. Prepare and develop status reports as required by management.
  3. Ensure that projects target beneficiaries most in need, and explore and assess new and better ways to assist.
  4. Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.
  5. Ensure proper filing of documents and documentation of the complaint mechanisms
  6. Provide specific technical support and capacity building on the complaint mechanisms
  7. Provide specific technical analysis and feedback on the accessibility, effectiveness and efficiency of the complaint mechanisms to NRC representatives in coordination forums.
  8. Assess, promote and document ideas for technical improvement and further development options of the complaint mechanisms and the referral system.
  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. Ensure that all protection related detected cases are referred to the concerned referral focal point and to the related Protection Coordinator.

2. Specific responsibilities

Training and Facilitation

  • Support the Accountability Coordinator in providing training on Accountability and the Complaint/feedback Mechanism
  • Raise awareness on the complaint mechanisms in place among beneficiaries and target communities, as well as key external stakeholders.
  • Enhance community engagement through community participation and information sharing as well as contributing to establishing an effective system that can feed back into projects design, implementation, monitoring and evaluation.
  • Support the development of gender- and age-sensitive awareness materials on the complaint mechanisms in place.

Management of the Complaint/Feedback and Response Mechanism

  • Ensure proper and effective response to the complaints received, in compliance with relevant guiding principles and the established procedures.
  • Ensure accountability’s coordination that adequate referral pathways at the area/field offices level are operational and regularly updated, in liaison with the referral focal points, to guarantee that beneficiaries are provided with timely and appropriate access to comprehensive assistance and care, especially when dealing with cases at high risk or extremely vulnerable.
  • Ensure and maintain a proper online/offline confidential and secure registration of all documents related to complaints and Feedback
  • Consult beneficiaries and target communities for feedback on the complaint mechanisms and the referral system in place, as well as for referring identified protection issues.
  • Contribute to the development of specific Standard Operating Procedures (SOPs) to run the complaint and feedback mechanism.
  • Communicate and disseminate CFM SOPs
  • Develop and maintain a secure and confidential complaint and feedback database and records that considers safety of the complainant for sensitive complaints (sexual exploitation and abuse, child abuse, corruption and breach of NRC code of conduct).
  • Ensure all complaints and feedback are captured properly and adequately with the relevant information.
  • Ensure a proper timely and confidential response and feeding back to the complainant to the complainant

Reporting, Communication, and Information sharing

  • Provide regular reports on complaints to the Accountability Coordinator according to NRC reporting standards.
  • Contribute to information sharing mechanisms to improve transparency and participation.
  • Work closely with Shelter, ICLA, Education, WASH and Protection teams to support with collecting, collating, presenting and otherwise managing information for accountability related reports.
  • Conducting regular field visits to NRC project locations to monitor the implementation and visibility of CFM.
  • Support Accountability Coordinator on developing a strategy for CFM promotion internally and externally.
  • Ensuring transparent communication of information sharing of NRC actions build on previous beneficiary’s consultations and participation

Critical interfaces

  • Beneficiaries and target communities, as well as key external stakeholders
  • Implementing partners and/or contractors
  • Monitoring & Evaluation team
  • CFM Focal points in all Programmes
  • Referral focal points in area offices
  • Protection Coordinators

  1.  Competencies  

Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

1. Professional competencies

  • Bachelor degree in social sciences, humanities, or any other relevant field
  • At least 2 years of experience in an international NGO preferably in an emergency or post-conflict setting in Humanitarian Response, beneficiary reception and/or counselling, CRFM, or related field.
  • Experience in handling sensitive/confidential information of Feedbacks and Complaints
  • Experience and ability to train others and transfer knowledge
  • Experience in data analysis and report writing and ability to present data and convey information clearly and concisely and identifying trends
  • Knowledge of the context in Lebanon / Middle East and NRC activities in the country / region
  • Fluency in both English and Arabic (speaking, reading, writing)
  • Proficiency in MS Office Applications (Word, Excel…)

2. Behavioural competencies

  • Working with people
  • Analyzing
  • Communicating with impact and respect
  • Coping with change
  • Handling insecure environments
  • Planning and delivering results

This vacancy is now closed.
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