Country Accountability Officer

INTERSOS is a non-profit humanitarian aid organization that works to bring assistance to people in danger, victims of natural disasters and armed conflicts. Established in 1992 with support from the Italian Federation of Trade Unions, its actions are based on the values of solidarity, justice, human dignity, equal rights and opportunities for all people and respect for diversity and coexistence, paying particular attention to the most vulnerable and the unprotected.

INTERSOS identifies with the core values of CONCORD, the European Confederation of NGOs; it adheres to international codes of conduct for humanitarian organizations and the values and principles expressed within those codes. INTERSOS is recognized by the Italian Ministry for Foreign Affairs, the European Commission and the principal UN agencies; it is privileged to hold an advisory status with the United Nations Economic and Social Council (ECOSOC).

INTERSOS is an independent association which, through its own humanitarian operators, intervenes to effectively answer the needs of people in serious crises situations, mainly in the world's poorest regions, who are suffering, deprived of rights, dignity and essentials goods. It maintains a flexible operating structure. The head office in Italy coordinates, supports and monitors the planned activities in the countries of intervention carried out by decentralized offices.

Main Purpose:

Guarantee the implementation of the Mission’s Complaint Feedback and Response Mechanism (CFRM) and of other activities related to Accountability to Affected Populations at country level, in close collaboration with programmes teams and according to INTERSOS’ guidelines.

Reporting to:

(Hierarchical): MEAL Manager

(Technical): MEAL Manager

Duty Station: Beirut with regular field visits to other bases in Mount Lebanon, Bekaa, North, & South.

Position Type: Full Time

Tasks

• Contribute to design the Mission’s CFRM SoP, in line with the global standards and adapted to the context of operation.
• Implement the different mechanisms for CFR as determined by the related SoP and ensure they are available in all field locations. Suggest evidence-based improvement on the tools to the MEAL Coordinator/MEAL Manager
• Train field staffs on the core pillars of AAP, namely Information Sharing, Community Participation and Feedback and Complaint Management
• Travel to field locations to ensure proper implementation of CFR mechanisms, and that project implementation respects AAP core principles
• Guarantee smooth communication with stakeholders respecting context and local culture and suggest communication improvement to MEAL Coordinator/MEAL Manager
• In collaboration with the MEAL Manager prepare accountability visibility materials
• Support the Accountability Assistants in the resolution of non-sensitive complaints. (when applicable).
• In collaboration with Accountability Assistant inform immediately the MEAL Manager in case of sensitive complaints received as per INTERSOS SOP
• Record feedback and complaints collected in the field in the dedicated template as per INTERSOS SOPs. Ensure that data resulting from the feedback are properly archived, regularly analysed and followed up.
• Review feedback and complaints DB on a weekly basis and raise any concerns to the MEAL Coordinator. Is responsible to check on a weekly basis the complaints received on the complaints email address and in the boxes
• Collaborate to the improvement of feedbacks and complaints DB and dashboards
• Ensure that complaints are addressed and that an appropriate and timely response is given to the complainant as per INTERSOS SOP
• In coordination with the Head of Mission and MEAL Coordination participate in sensitive complaints investigations as requested by the MEAL Manager
• Support MEAL staffs in implementing accountability exercises throughout the project life cycle, in line with the MEAL & Accountability Plans, and analyse the related data collected
• Contribute to develop training materials for Complaints Responses Mechanism. In collaboration with MEAL Officer and MEAL Manager organise and conduct trainings and workshops to coach project staffs on CFRM

Competencies: (Knowledge, Skills & Abilities)

Professional Competencies:

• Minimum 3 year’s relevant work experience in MEAL and accountability
• Previous experience in monitoring and evaluation of education, protection, and medical projects with NGOs in developing or emergency countries.
• Knowledge of Accountability to Affected Population and monitoring and evaluation in the humanitarian context.
• Desirable training and experience in conducting internal investigations related to PSEA, fraud or other misconduct allegations.
• Mission and local language essential 
• Essential computer literacy (word, excel, power point, etc.)
• Data collection and analysis and presentation
• Desirable knowledge of quantitative and qualitative research methods
• Valid driving license issued since more than 2 years.

Behavioural competencies:

• Teamwork and cooperation
• Service orientation
• Planning and organisational skills
• Flexibility
• Confidentiality
• Ability to work under pressure.
• Excellent communication and interpersonal skills
• Problem Solving and analytical skills.
• Cultural awareness.
• Humanitarian motivation and commitment to INTERSOS values
• Respect of Intersos policies and procedures