Accountability Assistant

A job description is a written statement that describes the employee’s role and responsibilities. The role and responsibilities shall be executed within the NRC framework. The job description facilitates the recruitment process by stating the necessary competencies. It is mandatory for all positions.

Department: M & E

Position: Technical Accountability Assistant

Duty Station: Tripoli  

Duration of contract: 6 months  

Travel: 10% May be required between Benghazi and Tripoli  

Reports to: M&E Coordinator

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

1. Roles and Responsibilities

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 striving to operationalize its newly established Complaints and Feedback Mechanism (CFM) to ensure it is centralized, transparent, and widely communicated with project stakeholders.

The purpose of the technical accountability assistant is to be NRC Libya’s first point of contact with beneficiaries intending to submit complaints in the field. The technical accountability assistant will record all complaints in a centrally tracked CFM database, overseen and managed by the M&E coordinator based in Tunis. The technical accountability assistant ensures that beneficiaries understand NRC’s mechanisms for processing complaints and are familiar with various methods through which they are able to communicate their complaints and concerns with NRC Libya. Moreover, they ensure that the complaints are recorded as the complainants intended. The position could require traveling between Tripoli and Benghazi to ensure the CFM is fully operationalized and monitored.

Generic responsibilities (max 10)

• • Adhere to NRC policies, tools, handbooks and guidelines.
  • Act as the key hotline operator for NRC Libya’s CFM hotline and email to record, refer, and resolve complaints/feedback and document all information in the centralized CFM database
  • Support M&E Coordinator to develop and implement a CFM strategy/communication plan to ensure NRC CFM information is disseminated across CCs, projects, and geographical locations
  • Take stock of CFM visibility materials and make procurements as necessary to advertise the system
  • Collaborate with M&E Officers, Programme Development Managers, and technical units to follow-up and resolve complaints
  • Produce monthly summary reports of the volume and type of complaints received per area office and project
  • Ensure proper filing of documents both in paper and electronically
  • Conduct CFM trainings for technical teams and project key stakeholders as relevant
  • Conduct field visits to take complaints in person and monitor project implementation
  • Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.

Specific responsibilities

• • Handle and process beneficiary contacts received through phone, in person visits, calls, emails, and complaint boxes. This includes i) collection of comprehensive beneficiary information and their feedback/complaint ii) accurate recording and categorization of the case in the CFM database, and iii) following up and eventually closing the case with beneficiaries according to CFM SOPs.
  • Raise awareness on NRC Libya’s CFM internally and externally- through provision of regular information dissemination activities and training/refresher sessions to NRC staff and beneficiaries
  • Support the formulation of annual plans for context-relevant, inclusive CFM outreach
  • Regularly monitor the uptake of CFM in the community- in particular, by marginalized groups through analysis of the CFM data as well as direct observations, and liaise with field staff and CFM coordinator to ensure inclusive access to and use of CFM
  • Collaborate with education programme field staff on implementation of the child-based complaints mechanism (CBCM). This includes trainings and refresher sessions, attending interactive sessions with children, and scheduled, regular presence in learning centers to receive feedback and/or complaints from children
  • Liaise with programmes in the field to ensure NRC accountability team is updated with most recent developments and processes of each programme
  • Represent accountability in relevant internal and external meetings in the camp
  • Conduct necessary internal and external referrals for service requests and conduct protection referrals, including Prevention of Sexual Exploitation and Abuse (PSEA), in line with NRC Libya SOPs
  • Contribute to the quarterly CFM reports by analyzing data at the field level and drafting field level recommendations
  • Lead the field level implementation of feedback sessions with beneficiaries to share programme improvements and NRC learning to the community

Critical Interfaces

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

• • Relevant core competency implementation staff
  • Protection staff
  • M&E department

Scale and scope of position

Staff:  No staff will be directly managed by the postholder

Stakeholders:  CFM focal points from UN agencies, INGOs (implementing or consortium partners), beneficiaries (to take and resolve complaints), community committees, and other key stakeholder of the projects as necessary

Budgets:  Will not be required to oversee budget

Information:  CO CFM database

Legal or compliance:  Compliant to NRC code of conduct and CFM SOP to ensure appropriate implementation and management of the CO accountability system

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

Generic professional competencies for this position:

• • Experience from working within technical expertise area in a humanitarian/ recovery context.
  • Knowledge and experience within a relevant administration, craft or technical field and ideally a relevant vocational qualification.
  • Previous experience collaborating and coordinating with various departments within and across area offices
  • Good command of Microsoft Word and Excel
  • Excellent English language skills, both oral and written
  • Strong phone and verbal communication skills along with active listening
  • Able to maintain beneficiary and stakeholder confidentiality

Context/specific skills, knowledge and experience:

Qualification requirement: Years of Experience: Minimum 1 year

• • 1 year experience working in a humanitarian/recovery context, preferably in community relations
  • Advanced proficiency in computer skills and data entry
  • Experience with complaint handling and CRM systems and practices strongly preferred
  • Documented results related to the position’s responsibilities
  • Ability to multi-task, set priorities and manage time effectively

1. Behavioral Competencies (max 6)
   • Handling insecure environments
   • Planning and delivering results
   • Detailed-oriented
   • Analytical abilities
   • Communicative and collaborative  
   • Initiating action and change