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  • Organization: DRC - Danish Refugee Council
  • Location: Erbil
  • Grade: Level not specified
  • Occupational Groups:
    • Administrative support
    • Education, Learning and Training
    • Monitoring and Evaluation
  • Closing Date: 2019-06-15

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MEAL Assistant (Accountability)

Erbil (Iraq)

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfilment of the wish to return home. 

The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced. 

All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

This position is based in Erbil with travel to other DRC Offices. 


About the job

The Accountability Assistant will be responsible for ensuring that areas of accountability are understood and implemented in the area office. This includes managing the beneficiary complaints and feedback mechanism and ensuring it is understood and disseminated through all DRC projects in the area. S/he will be responsible to fulfil accountability requirements under the Core Humanitarian Standards, particularly standard 5 “Complaints are welcomed and addressed. Your main duties and responsibilities will be:


  • Manage the Feedback & complaints line for QAY and Erbil office, reporting registrering and following up with the teams on the closure of complaints
  • Train Implemnting Beneficairies and DRC implementing teams, on the accoountability procedures and systems
  • Update and ensure the overall Beneficiary Feedbackand Complaints Mechanism for the area is properly functioning, and ensure all project staff are aware of it and on board with the objectives. 
  • Update the MEAL activitry tracker with every new proposal, according to ME Plan, and proposal requirements.
  • Ensure approariate means for all beneficiaries to make confidential complaints and be confident in response processes;
  • Be the first point of contact for beneficary complaints; 
  • Refer the complaints, feedbacks and requests for support to the relevant manger, and track the completion and closure of each complaint, ensuring protection and confidentiality of complainants
  • Store all received feedback, complaints and requests for information in the DRC online platform, producing monthly dashboard reports by theme and location. 
  • Adapt and improve the Beneficiary Feedback and Complaints mechanism, based on monitoring of its effectiveness;
  • With the Area Manager and MEAL Team Leader, analyse patterns and trends in complaints to help improve the programming. 
  • Ensure that each response is relevent to the original complaint received.
  • Promote awareness of employees, beneficiaries and stakeholders about our complaint and feedback mechanisms through posters, leaflets, meetings and presentations.
  • Participate in the design of data collection tools, and ensure adequate feedback from beneficiaries on accountability is gained. 
  • Together MEAL Managers, participate in establishing standards and processes for handling complaints and feedback, establishing referral pathways where needed, and ensuring constant development and progress
  • Ensuring that global standards on accountability, such as Core Humanitarian Standards are well understood and adhered to in DRC operations
  • Undertake desk research and peer reviews of other similar organisation’s accountability systems. Suggesting pilots and practices which DRC can adopt. 
  • Ensuring high levels of knoweldge on industry standards, as well as internal protocol on accountability to affected populations. 
  • Attending field visits to talk dirctly with beneficiaries to explain to them about accountability at DRC. Ensuring that there are approriate and adequate information, education and communication (IEC) materials available for such visits. It is expected that 
  • Facilitation of FGDs to learn about beneficiary experiences, and preferred methods for accountability. 
  • Keep programme staff connected and encourage the exchange of information about services and work locations of DRC teams in Center/South Iraq area. 
  • Ensure the visibility of feedback channels in DRC offices, community centers and other facilities. 
  • Pay attention to urgent cases and ensure effective and immediate follow-up. 
  • Prepare a procurement plan for Accountability items over a period of three months. 


    Monitoring, Evaluation and Learning 


  • Suport the work of the wider MEAL team where necessary, as determined by the MEAL Team Leader. For example, tasks may include:
  • Assisting in planning and conducting field-level data collection and analysis using different techniques including site monitoring, household surveys, market assessments, focus group discussions and key informant interviews.
  • Conduct training and supervision of enumerator teams, including checking questionnaires for reliability and consistency.
  • Support the analysis of qualitative and quantitative data, writing and compiling reports to inform programme development and implementation.



  • Any other duties as may be assigned by the Line Manager;
  • Conduct duties in accordance with DRC Iraq programme Standard Operating Procedures (SOPs);
  • Conduct duties in accordance with DRC Code of Conduct.



    About you

    To be successful in this role we expect you to have a minimum of 2 years programming experience in humanitarian and development context, preferably with a specific focus on Accountability, Protection, Monitoring and Evaluation. Moreover, we also expect the following: 



  • Competence using information technology including experience with word-processing, spreadsheets and database software.
  • Highly developed analytical and reporting skills.  
  • Excellent communication skills (reading, writing, speaking). 
  • High integrity and willingness to conduct her/himself transparently and open to scrutiny.
  • Strong empathy skills and genuine care and respect for needs of others especially female refugees and people with special needs. 
  • Ability to respect and maintain confidentiality.
  • Ability to write reports and communication pieces. 
  • Spoken and written Kurdish, Arabic and English is essential.
  • Excellent organizational skills, ability to determine priorities and attention to detail a must.
  • Demonstrated interpersonal skills, sound judgment, planning and team building and facilitating skills. Ability to work in a multicultural context as a flexible and respectful team player.
  • Willingness and capacity to work in the field and travel frequently to project sites when needed.




  • Experience of working with UN or Non-Governmental Organizations.
  • Proven experience in development of Accountability systems and tools for an INGOs. 
  • Experience in training and capacity-building of staff.
  • Commitment to humanitarian principles and values. 
  • Understanding of gender, protection and human rights.


In this position, you are expected to demonstrate DRC’ five core competencies:  

Striving for excellence: You focus on reaching results while ensuring an efficient process.  

Collaborating:You involve relevant parties and encourage feedback.  

Taking the lead:You take ownership and initiative while aiming for innovation.  

Communicating:You listen and speak effectively and honestly.  

Demonstrating integrity:You act in line with DRC’s vision and values.  


We offer

Contract length: 6 Months

Employment Band: NM.I

Start date: 01 July 2019


Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for Nationals; please refer to under Vacancies


Application process

Allapplicants must upload a cover letter and an updated CV (no longer than four pages) in English.Applications sent by email will not be considered.


Closing date for applications: 15 June 2019

If you have questions or are facing problems with the online application process, please

For further information about the Danish Refugee Council, please consult our website

Due to the Urgency to fill this position, applications will be reviewed on a rolling basis and DRC reserves the right to conduct the interviews before the deadline.


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.

What does it mean?

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