Program Officer

  • In coordination with Program Manager, compile program related activity information to design and establish a sustainable Complaints Mechanism (CM) for follow-up on cash related objectives with beneficiaries and ensure all beneficiaries can make confidential complaints and be confident in response processes
  • Assist M&E officer in the development of the Complaints feedback Mechanism (Monitoring mechanisms) providing feedback and qualitative inputs
  • Assist in set-up in any related monitoring tools in relation to the CM
  • Provide recommendations on mechanisms in relation to complaints enhancing program development
  • Ensure proper establishment of  RI Hotline in coordination with service providers and UNHCR (Active referrals,service mapping, and CH services)
  • Lead and assist on training personnel involved in relation to the Hotline mechanism
  • Adapt and improve the (CM) based on monitoring of its effectiveness
  • Discuss with M&E Officer CM Monitoring tools to measure effectiveness
  • Ensure hotline is always available and accessible to beneficiaries
  • Ensure all beneficiaries are aware of the key elements in relation to the (CM) through intense training and follow-up
  • Provide support and ensure proper clear messages and guidelines are provided to beneficiaries when in direct contact with them
  • Ensure respect of confidentiality and sensitivity of data sharing in regards to any Cash related information for the beneficiaries
  • Remembering confidentiality, with the Programme Manager, analyse patterns and trends in complaints to help improve its programming
  • In coordination with Program Manager, coordinate closely with Finance Department and Area Coordinators on proceedings and status of complaints to facilitate internal mechanisms
  • Update accordingly Finance Department and Area Coordinators on newly arising complaints as well as status of complaints
  • Develop mechanisms in coordination with Finance department and Area coordinators to facilitate information sharing
  • Regularly assess effectiveness of all information sharing efforts (including coordination with Internal Staff and Beneficiary assistance)
  • Ensure constant follow – up on status of complaints (including internal follow up with Finance and Area Coordinators (field personnel) and Beneficiaries)
  • Monitor complaints received and response (follow up) processes through developing and maintaining a logging or tracking mechanism
  • Organize and facilitate regular (monthly/weekly) coordination reports with the involved personnel and the partner bank to facilitate implementation
  • Maintain records of all complaints
  • Using participatory methods, engage individuals in active participation with all phases of program planning, development, and implementation as appropriate.
  • Working with other relevant RI staff on improvement of Program     
  • Ensure direct solving of complaints when deemed necessary
  • Ensure adherence to and coordination with beneficiaries and internal staff                                                                                                                                                                                                                                                                              
  • Ensure adherence to and coordination with Area coordinators in designing training methodology for CM.
  • In coordination with RI's Program Manager, compile CM activity information, its effectiveness on program, and evaluating progress toward achievement of program outcomes.
  • Provide weekly detailed report on Status of complaints
  • Provide monthly reports that capture relevant information and that support the analysis and evaluation of program progress in relation to the CM.
  • Other duties as required.
Intervention Sectors
Relief Services
Location
  • Lebanon
  • Beqaa
Application Deadline
Organisation
Relief International
Salary Range
1500 to 2000 (USD)
Contract Type
Full Time
Application Submission Guidelines

To be considered for this position, please submit a cover letter, resume, salary history, 3 professional supervisory references (whom we may contact after a second interview) with the date of availability to lebanonrihr@ri.org. Incomplete applications will not be considered. The email subject line MUST include the following: “Program Officer”.

Requires a Cover Letter?
No
Experience Requirements
2 to 3 years
Education Degree
Bachelor Degree
Arabic
Excellent
English
Excellent
French
None
Hide guidelines for wrong answers
No