Accountability Officer

ABOUT THE STRUCTURE…

Solidarités International is an International NGO working with vulnerable populations, mainly victims of armed conflicts and natural disasters. Specialized for nearly 40 years in the coverage of vital needs, S.I. takes charge of emergency and reconstruction programs.

With respect for cultures and close to the people, Solidarités International implements its programs by combining its skills with those of its employees and local managers.

Solidarités International's teams, made up of around 270 expatriates and nearly 2200 local employees, are today present in 18 countries in Asia, Middle East, Africa and South America where they are particularly committed to fighting diseases related to unsafe water but also in the essential area of food security and livelihoods.

ABOUT THE JOB

General objective:

1- Complaint and Feedback Management

2- Managing Internal and External Referrals

3- Implementation of Accountability Activities (i.e. Ensuring accountability principles are being implemented and respected by field teams)

The main challenges:

1- Understanding the work's context, the different services provided by the organization

2- Controlling Referrals and complaints in a timely manner with an organized follow-up mechanism

3- Maintaining a stable performance in a highly changeable working environment and Emergency Situations

Priorities for the 2/3 first months:

1- Understanding the humanitarian context that SI works in and the different services it provides.

2- Management of internal, external referrals and complaints, data entry on our information database Solis and maintaining a regular follow up.

3- Building and strengthening relationships with referrals/complaints focal points in different agencies in the Bekaa region.

Responsibilities and main activities:

Under the responsibility of the MEAL Supervisor, the Accountability Officer is responsible for the implementation of activities related to the accountability to affected population (AAP). As such, he/she will ensure coherent and timely response to feedbacks and complaints from project stakeholders.

Implementation of accountability activities

Ensure that at each stage of projects, AAP principles (public information sharing, participation, complaint management and respect of the ethics code) are respected by field teams

Conduct, with M&E and program teams, data collection related to satisfaction

Sensitize local authorities and community leaders, as well as households, for the reporting of protection cases;

Train daily workers in the complaints management mechanism and in the principles of accountability before each field visit.

Management of complaint response mechanism (CRM):

Operate the feedback and complaints hotline, enter data into information management system (SOLIS).

Ensure that all information related to complaints is properly recorded and that the information management system database is clean

Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point

Ensure follow-up of all cases referred to the management team until the closure of the case

Ensure proper archiving for future reference and submit timely complaints reports

Participate in training field teams on CRM information plan

Participate in the set-up of referral channels for protection cases, while respecting the principles of confidentiality and dignity

Ethic and professional practice:

Display high commitment to confidentiality

Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and CRM

Reporting:

Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns

Report any information or difficulty connected to his/her activity

Support the MEAL Supervisor in the creation of Complaints and Referrals Dashboards.

The Accountability officer may be asked to drive SI cars and respecting the driving policies set by the logistic department.

ORG CHART POSITION (reporting and functional relationships)

Line manager: Base MEAL Supervisor

Line report(s):

Functional manager:

Functional report(s):

YOUR PROFILE

Specific skills and experience:

Bachelor Degree

2 years minimum of Experience in NGO

1 year at least as MEAL/Accountability position

Previous Protection sector and field work experience are an asset

Soft skills:

Good interpersonal skills

IT literacy with very good command of MS Office Suite

Excellent diplomacy skills

Good verbal and written communication skills

Flexible (will have to take on responsibilities that might not be directly on his/her JD)

Adaptability to changing work environment and possible volatile security situation

Stress management skills: ability to work under pressure to meet tight deadlines, with peaks of heavy workloads

Independence

Work-ethic

Commitment to the fundamental principles of SI’s charter and ethics.

Language:

ARABIC LANGUAGE: Fluent

ENGLISH LANGUAGE: Good

FRENCH LANGUAGE: None

SI WILL OFFER YOU

A salaried post: 1,160 USD – Basic salary

Vacation: 1.5 Paid Leaves/month

Social and medical cover.