Referral Focal Point - South Lebanon (Zahrani-Saida-Nabatiye) - Pending

• 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 Manager 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.

Personality Traits Requirements:

• Extensive knowledge of humanitarian principles and processes.
• Contextual knowledge of local communities and demonstrated awareness and sensitivity to the diverse social/cultural/high-security contexts.
• Knowledge of Protection and PSEA principles, GBV programming, and referrals, cases and complaints mechanisms. Psychological First Aid (PFA) is an added value.
• Demonstrated awareness and sensitivity to diverse cultural contexts.