Accountability Coordinator

All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and beliefs shall guide our actions and relationships.

Purpose of the role

The Accountability Coordinator will oversee operationalisation of the Community Helpline, ensuring that it is adapted to the context in Lebanon, and the mechanism is accessible, trusted and utilised. The Coordinator will ensure that Standard Operating Procedures (SOPs) are followed through regular quality checks, and that NRC staff, volunteers, contractors and partners are trained on accountability standards, awareness raising, and that the wide variety of communication channels are functioning. The Coordinator will also conduct outreach activities and awareness sessions to communities to ensure the design of the helpline and communication channels are community-driven. The Coordinator will perform ad hoc tasks as agreed with the Accountability Manager aimed at improving Accountability towards Affected Populations.

What you will do

• Conduct trainings, outreach activities and awareness sessions to ensure the Community Helpline and communication channels are community-driven and functioning.
• Coordinate with NRC staff, volunteers, contractors, contingency workers, and partners on the efficient and transparent dissemination of accountability information to affected population on requesting services and make a complaint or feedback.
• Ensure that NRC staff, volunteers, contractors and partners follow minimum accountability standards and perform regular quality checks.
• Follow up on process handling of admissible service requests with sector-specific focal points for case handling, in accordance with SOPs.
• Follow up on process handling of service-related complaints with field focal points, and ensure that SOPs are followed.
• Ensure that sensitive complaints related to Sexual Exploitation, Sexual Abuse and Sexual Harassment (SEAH), child safeguarding, fraud/corruption and misconduct/malpractice are immediately forwarded to the Manager for follow up, as per the SOPs.
• Contribute to drafting NRC’s Accountability Framework in Lebanon and develop/ continuously update NRC's Helpline SOPs.
• Ensure adherence to NRC policies, handbooks, guidelines, donor requirements and specific accountability SOPs.
• Ensure that NRC’s related activities are implemented within NRC’s Protection mainstreaming guidelines and report any breaches/concerns to the line manager and/or focal point for proper action.

Specifically you will;

• Design training materials on accountability standards, the Community Helpline and communication channels and give training to NRC staff, volunteers, contractors, contingency workers, and partners.
• Design gender- and age-sensitive community awareness materials (helpline leaflets, WhatsApp accountability messages, video) and coordinate with NRC staff, volunteers, contractors, contingency workers, and partners to ensure that these are widely disseminated.
• Conduct outreach activities and awareness sessions to ensure that communities are aware of how to request services and give a complaint or feedback, and that they participate in the design of the helpline and communication channels.
• In coordination with the M&E team, consult beneficiaries and target communities for feedback on the Community Helpline and communication channels. Accordingly, support with update of M&E tools and inputs gathering exercises.
• Conduct regular field visits to NRC project locations to monitor the implementation and visibility of reporting channels and spot checks, and empty NRC Comment Boxes for follow up.
• Lead on the drafting of quarterly and semi-annual accountability reports, producing analysis which is shared at area level and per Core Competency (CC), to inform improved programming.
• Monitor the progress against CC-specific action points resulting from the analysis of accountability data.
• Carry out and follow up on the achievement of NRC Lebanon’s annual Accountability Action plan.
• Supervise the Accountability Team Leader.

Professional competencies

• At least 3 years of experience in an international NGO preferably in an emergency or post-conflict setting in HR, beneficiary reception and/or counselling, Complaints Reporting and Feedback Mechanism, or related field.
• Solid experience in handling sensitive feedback
• Ability to present data and convey information clearly and concisely and identifying trends
• Fluency in both English and Arabic (speaking, reading, writing)
• Computer skills, including MS Office (Word, Excel)

Behavioral competencies

• Working with people
• Influencing
• Analyzing
• Planning and delivering results
• Managing performance and development
• Handling insecure environments

What We Offer

NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.

We offer an opportunity to match your career to a compelling cause and a chance to meet and work with people who are the best in their fields.

We are also looking for people who share our values:

• To be dedicated in what we do;
• To be innovative with our solutions;
• To act as one unified and inclusive team;
• To be accountable to the donors that make our work possible; the people we exist to serve, and to each other… the members of our NRC family.