- Collect feedback from the different feedback mechanism sources and upload data onto Excel and JIRA System.
- 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 NABAD'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 NABAD'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 NABAD standards.
- Clearly communicate the outcome of the action with the beneficiaries and communities when applicable, including follow up/response with beneficiaries.
- Contribute on the update of the service map per area and sector.
- Support the Accountability Coordinator 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 centers and activity spaces in Beirut, and Beqaa, to review CFM channels.
Intervention Sectors
Human Rights & Protection
Labor & Livelihoods
Location
- Lebanon
- Mount Lebanon
Application Deadline
Organisation
Salary Range
800 to 1200 (USD)
Contract Type
Full Time
Application Submission Guidelines
Applications submitted without a cover letter nor the title of the position in the subject will not be taken into consideration.
Nabad has zero-tolerance towards sexual abuse, exploitation, and harassment.
Requires a Cover Letter?
Yes
Experience Requirements
3 to 5 years
Education Degree
Bachelor Degree
Education Degree Details
• BA in Development, Social Studies, Humanitarian Studies, or other related fields.
• At least one year: Related work experience, preferably with an international or local Non- Governmental Organization (NGO)
• Experience with Non-Governmental Organizations in Accountability capacity is an asset.
• Experience in handling a feedback channel or referrals is an asset.
• Excellent communication skills and ability to relate to people with ease and confidence.
• At least one year: Related work experience, preferably with an international or local Non- Governmental Organization (NGO)
• Experience with Non-Governmental Organizations in Accountability capacity is an asset.
• Experience in handling a feedback channel or referrals is an asset.
• Excellent communication skills and ability to relate to people with ease and confidence.
Arabic
Fluent
English
Fluent
French
None
Hide guidelines for wrong answers
No