Accountability Assistant

DRC has been responding to various humanitarian crises in Lebanon since 2004, working with Palestinian, Iraqi and Syrian refugees. DRC received registration from the Ministry of Interior in 2011, and since then has focused primarily on responding to the Syrian refugee crisis in Lebanon and the resulting impact on Lebanese host community. DRC Lebanon’s focus is to ensure that we are able to respond to critical emerging humanitarian needs whilst improve the living conditions of displacement-affected populations and contribute to the achievement of durable solutions.   With an annual portfolio of $12million, and with approximately 200+ staff, DRC is focusing its response in protection and economic recovery (Ec-Rec) sector in Bekka, North Lebanon and Beirut. DRC is also contributing to the evidence base and coordination structures in country through our Evidence Generation and referral information management (RIMs) teams

About the job

The Accountability Assistant will have overall responsibility for managing DRC Lebanon's community feedback, complain and response mechanism (CFM), and will be the focal point for handling the nationwide beneficiary complain, feedback and communication channels (hotline, emails, social media etc.). The Accountability Assistant will be expected to maintain up-to-date familiarity with interagency referral pathways and DRC's referral information management system (RIMS), and to contribute on updating the service maps, while working closely with, the Programmes and MEAL teams in DRC's areas of operation, to ensure they are able to accurately and efficiently advise and respond to beneficiaries’ requests and feedback.

The Accountability Assistant will be responsible for collecting data through DRC's feedback mechanism routes, ensuring the corresponding data is registered into the database, properly handled, and closed in a timely manner. The Accountability Assistant will support on the analysis of the trends, needs and gaps and roll-out of DRC’s new community feedback and response mechanism toolkit, while adjusting the mechanism routes according to the needs. The Accountability Assistant will manage the national hotline and other feedback sources to respond to and channel/refer feedback received to the appropriate internal and external stakeholders in a way that meets DRC’s and donor requirements. She/he will support the Accountability Specialist with continuously monitoring PoCs’ preferences for feedback channels, participation, and assessing the efficiency of the established CFM channels and adapting required adjustments. Your main duties and responsibilities will be:

Responsibilities:

Accountability

• Collect feedback from the different feedback mechanism sources and upload data onto Excel and Alpha, RIMS and other DRC's information management database.
• Answer/Listen, process and respond to feedback and complaints through various mechanisms (hotline, email, boxes, etc.).
• Guide beneficiaries that seek help (information, assistance or feedback).
• Ensure that complaints that do not rise to the level of severity requiring a Code of Conduct investigation are rapidly referred to the relevant managers for follow up; ensure that follow up and actions taken are properly documented on DRC's information management database.
• Maintain and ensure a clear and comprehensive filing system for all the complaints and feedback by codes and types and refer to relevant staff, in accordance with DRC's Accountability SOP.
• Work closely with the Information Management team to ensure proper documentation of the feedback received.
• Follow-up with relevant field staff to ensure action is taken following feedback received, ensure the loop is closed in compliance to DRC standards.
• Clearly communicate the outcome of the action with the beneficiaries and communities when applicable, including follow up/response with beneficiaries.
• Develop Monthly snapshot’s/reports on CFM, contribute on analysis of trends, needs, gaps and requests.
• Contribute on the update of the service map per area and sector.
• Support the Accountability Specialist with continuous analysis of feedback data to drive learning and ensure adaptive programming.
• Contribute to the development of the Accountability Improvement Plan (AIP) on a yearly basis.
• Participate in monthly project / grant review meetings, and provide updates on key observations from the CFM, and follow up on broader action points related to CFM for project and program management.
• Plan for monthly field visits to the 2 offices and activity spaces in Beirut, North, and Bekaa, to review FCRM channels.
• Conduct periodic trainings and awareness sessions with DRC staff and partners to keep them updated on DRC FCRM systems, processes, tools and best practices.

Other duties

• Adhere to organizational standards and policies and DRC's Code of Conduct.
• Any other tasks as assigned by the line manager.

About you

To be successful in this role we expect you to have a Bachelor's level qualification in relevant field. Moreover, we also expect the following:

• Minimum 1 years of experience in NGO
• Familiarity with data entry software
• Knowledge of participatory approaches to community engagement an asset
• Excellent interpersonal and negotiation skills
• Proficient spoken and written Arabic and English
• Knowledge of the Humanitarian Accountability Partnership is an asset
• Knowledge of qualitative and quantitative research methods an advantage
• Willingness to work long hours and travel to all project sites regularly

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 uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

Contract length: 12 months (Renewable depending on funding and performance)

Band: I

Designation of Duty Station: Beirut

Start date: January 2023

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for Expatriates; please refer to drc.ngo under Vacancies. For questions regarding the vacancy please contact lbn-jobs@drc.ngo

Application process

All applicants 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: December 12, 2022