Accountability Manager

Background

The Norwegian Refugee Council (NRC) supports people affected by displacement living in Lebanon and advocates for their rights inside the country, regionally and internationally. We also work to serve vulnerable Lebanese affected by the deteriorating economic situation in the country, and are providing assistance to vulnerable households in the neighbourhoods most affected by the Beirut port explosion. In 2019, our programmes reached 330,314 refugees and vulnerable Lebanese with Legal Assistance, Shelter, WASH and Education. NRC Lebanon’s Covid-19 response includes crosscutting activities and sector-specific Covid-19 support. NRC also implements activities with local partners to extend its access to people in need. We have operations in Beirut/ Mount Lebanon, Bekaa, South and North Lebanon.

1. Role and responsibilities

NRC Lebanon is committed to ensuring that its beneficiaries and stakeholders have access to Complaints, Feedback and Response Mechanism (CFRM), which are the established processes through which NRC Lebanon receives, addresses and responds to complaints and feedback. The CFRM has three main objectives. The first and most important one is to enable stakeholders, including individuals benefitting from NRC's assistance, to provide complaints and feedback to NRC and to receive a response. The second is to improve accountability towards beneficiaries and stakeholders. The third is to contribute to improve programme design and organisational performance. 

The Accountability Manager will ensure that the CFRM is adapted to the local context in Lebanon, and the mechanism accessible, trusted and utilised. NRC Lebanon is also in the process of centralising its Core Competency helplines used to request information and services from NRC. The Accountability Manager will oversee the set-up and smooth running of the helpline function.

The Accountability Manager will work closely with the Core Competency Specialists, Emergency Response team and Consortia to ensure communities influence decision-making, information is shared effective and transparent, and NRC is being held to account. The position is part of the Programme Support Unit, with M&E, Protection, Grants and Partnerships, and will contribute to programme quality by sharing accountability learning and findings in the different stages of the project cycle. The Accountability Manager will furthermore contribute to creating a ‘safe to speak up’ culture, through producing periodic reports and analysis that can strengthen programming and increase overall organizational accountability to beneficiaries and the wider affected population. The Manager will additionally oversee donor reporting in line with NRC’s approach of zero tolerance to sexual exploitation, harassment, and abuse, as well as aid diversion. 

Generic responsibilities

1. Support efficient and transparent dissemination of relevant information to refugees, vulnerable Lebanese and relevant stakeholders and ensure communities influence decision-making.
2. Ensure NRC is being held to account through appropriate follow-up of received complaints, feedback and concerns.
3. Contribute to programme quality by monitoring accountability minimum standards in coordination with Monitoring and Evaluation and Protection.
4. Oversee the set-up and smooth running of the centralized helpline function for the Core Competency and Emergency response programmes for request for services and complaints/feedback.
5. Produce periodic (internal and external) reports and trend analysis that can strengthen programming and increase overall organisational accountability to beneficiaries and the wider affected population.
6. 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.

Specific responsibilities

• Management of the Accountability Unit, including the Accountability Coordinator, Accountability Officer, and Helpline Assistants.
• Coordinate the operationalisation of NRC’s Accountability Framework in Lebanon and develop/update CFRM/Helpline Standard Operating Procedures (SOPs), guidelines, and reporting channels.
• Oversee and monitor accountability targets and activities in the Core Competencies/Emergency Response and Consortia projects.
• Support programme staff in identifying and addressing all CFRM/helpline related needs and formalising feedback loops within the project cycle and inform programme management decisions.
• Monitor the triage of complaints/ service requests received by NRC, transfer to relevant focal points, and ensure that complaints/service requests are responded to in a timely manner.
• Work with the Country Director, Head of Support, Investigations Officer, and Protection Advisor to ensure appropriate response to sensitive complaints received (Code of Conduct and Sexual Exploitation and Abuse)
• Produce regular internal (and external) reports on trends in complaints, concerns, response procedures, and any other relevant issues.
• Develop existing guidance and frameworks for Country Office procedures, policies and processes that assist in institutionalising and supporting CRFM in the country.
• Build and maintain good working relations with staff from programmes, projects and consortia.

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Programme Management Unit, Consortia Management Unit, Head of Support, Area Managers
• Monitoring and Evaluation team, Protection Advisor and Coordinators
• Core Competency Specialists, Programme Development Managers and Project Managers
• Human Resources and Investigations Coordinator
• Regional Office CFRM focal point

2. Competencies

Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

A. Professional competencies

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies for this position:

• At least 5 years of experience in an international NGO preferably in an emergency or post-conflict setting.
• Solid experience in handling sensitive feedback
• Ability to present (sensitive) 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)

Context related skills, knowledge and experience (shall be adapted to the specific position):

• Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm and resilient)
• Strong analytical and communications skills
• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential)
• Experience and ability to train others and transfer knowledge
• Familiarity with NRC’s core competencies is an asset

B. Behavioral competencies

These are personal qualities that influence how successful people are in their job. The following are essential for this position:

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