Accountability & Reporting Officer (Applications will only be accepted if submitted through the link provided)

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible.

In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.

Now, and for the future. Working in Lebanon since 1993, Mercy Corps is committed to generating positive opportunities for women, men, boys and girls from Lebanese, Syrian, and Palestinian communities, with a strong focus on engaging youth.

• Mercy Corps exists to alleviate suffering, poverty and oppression by helping build secure, productive and just communities. We do this through:
• Addressing the humanitarian and protection needs resulting from crisis situations for the most vulnerable communities
• Enabling local communities, civil society and government to better prevent and respond to conflict, address needs and deliver sustainable development solutions
• Promoting economic growth and catalyzing economic opportunities for vulnerable, under-employed groups in Lebanon

The Mercy Corps Lebanon team consists of over 150 staff working across five offices throughout Mount Lebanon, South Lebanon, Tripoli and the Bekaa Valley.

Program Summary - PaQ

The Performance and Quality Unit (PaQ) collaborates with program teams, supporting departments and partners to use evidence to design and deliver relevant and impactful programs that improve the lives of program participants. The PaQ unit supports team development and assists teams to design and implement robust monitoring, evaluation, and accountability systems that prove impact, inform areas for improvement, and ensure accountability to the principles of good program management, as well as to our end participants and other stakeholders.

The PaQ Unit manages MC Lebanon’s Community Accountability Reporting Mechanism (CARM), 3assama3.

General Position Summary

The Accountability and Reporting Officer works closely with the Programme Performance and Quality (PAQ) Team and CARM Focal Point to provide support to the management of the CARM system, particularly to the hotline, and contributes to the monitoring and reporting activities undertaken by the PaQ unit.

Essential Job Responsibilities

Under the direct supervision of the MERL Specialist, the Accountability and Reporting Officer provides efficient and effective support to the PaQ Unit, including:

Handling the Hotline, Processing Feedback, and Managing the CARM Database:

• Operate the Mercy Corps Lebanon CARM Hotline and ensure all calls are received and responded to.
• Receive programme participants’ feedback and complaints through the hotline calls and Whatsapp messages, and the other feedback channels including email and suggestion boxes, and acknowledging receipt according to the CARM talking points.
• Provide information for participants requesting info on programmes and assistance  according to the programme FAQ sheets.
• Record all feedback received through the hotline and other CARM channels into the CARM database, using the relevant templates and forms.
• Process and follow up on all feedback received according to the CARM Guidelines and SoPs.
• Work with the programme teams to track and close all open CARM cases (Categories 1-4), ensure that all actions are recorded, no further follow-up is needed, and that all actions taken are communicated to identified informants.
• Support the CFP with tracking feedback Categories 5 and 6 and in coordinating and facilitating investigations related to these cases.
• Use MC’s Referrals Information Management System (RIMS) to refer participants for services not provided by MC programming.
• Work closely with the RIMS Technical Focal Point in MC Lebanon to roll out the system to other team members and facilitate referrals.
• Regularly Update MC’s service mapping of active actors in the programme areas.
• Ensure confidentiality for all the complaints and feedback received through the hotline and protect beneficiaries’ identity at all times.

CARM Monitoring:

• Conduct monitoring field visits and phone surveys to collect useful and timely information to track the efficiency, effectiveness, and quality of CARM, and to close the feedback loop.
• Conduct community consultations and feedback sessions as part of learning and development.
• Conduct preliminary analysis of CARM monitoring data.
• Assist the CFP to produce quarterly CARM reports to be shared with MC teams.

CARM Rollout and Anchoring:

• Work with the CFP to provide guidance for implementation teams on the mainstreaming of CARM in all programmes.
• Coordinate with programme MEL teams to ensure the communication and dissemination of CARM communication materials as appropriate to programme participants and other stakeholders throughout programme activities.
• Work with programme teams to facilitate the production of programme FAQ sheets.
• Work with other teams (i.e: CARM in the region- T4D) to regularly enhance the CARM system based on learnings and data analysis. 
• Contribute to the review, reflection and learning process to improve the performance of CARM.
• Support the CFP in the annual review and update of the CARM Guidelines.
• Prepare and conduct CARM inductions for programme participants and/or partner teams.
• Conduct monthly CARM orientations and regular refreshers for MC teams.
• Assist the CFP in developing and testing the CARM automation system.
• Support the CFP with identifying and piloting new feedback channels and CARM initiatives.

Reporting

• Support in carrying out initial reviews for PaQ documents and reports.
• Support the Reporting and IM Specialist in maintaining the reports base and producing statistics on report submission.
• Support the Reporting and IM Specialist in providing programme teams with the required donor formats and reporting templates.

Documentation and Archiving

• Support in maintaining the centralised program filing system for Mercy Corps Lebanon on google drive (Program G-drive).
• Support in running regular evidence and filing checks for ongoing programmes.
• Support the PaQ team during the close out phase to ensure all documentation (electronic and hardcopy) is in place and is filed appropriately.
• Support the Reporting and IM Specialist in regularly updating the SOPs for maintenance of hard-copy filing to reflect any changes in management of archiving.

Other

In addition to the above, the Accountability & Reporting Officer may be asked to carry out other duties requested by the PaQ team:

• Participate in and support internal office coordination and planning meetings and workshops;
• Ensure all activities are gender sensitive and follow Mercy Corps’ Gender Equity Policy;
• Apply Do No Harm standards to ensure activities do not have detrimental effects on vulnerable communities;
• Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission; and
• Support the Program Performance and Quality Unit with other tasks as assigned.

Organizational Learning

As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve - we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Supervisory Responsibility

None

Accountability

Reports Directly to: MERL Technical Specialist (also CFP). 

Works Directly with: Reporting & IM Specialist, PAQ Manager, Programs.

Knowledge and Experience

• • BA in Development, Social Studies, Humanitarian Studies, International Affairs, or other related fields.
  • Excellent communication skills and ability to relate to people at different levels with ease and confidence.
  • The ability to patiently listen to and effectively handle participant feedback and complaints.
  • Ability to work independently and as part of a team.
  • Fluency in Arabic is essential as well as intermediate knowledge of English.
  • Good computer literacy.
  • Previous experience with Non-Governmental Organizations in an Accountability capacity is an asset.
  • Previous experience in handling a feedback channel is an asset.

Success Factors

The successful Accountability and Reporting Officer will be bright, energetic, hard-working and eager to learn.  S/he will take a deep personal interest in humanitarian and development assistance.  S/he will be attentive to detail and able to carry out assigned tasks in a timely manner and according to a very high standard of quality.  S/he will be creative and flexible, contributing to developing and encouraging new and innovative solutions, but at the same time will not have any difficulty in adhering to systems and procedures. S/he will strictly follow all protocols related to safety and security, and holds self accountable for making decisions, managing resources efficiently, achieving and role modelling Mercy Corps’ values.