Accountability Officer

About the Job The Disaster Management Unit of the Lebanese Red Cross is looking for an accountability officer. In close cooperation with the Planning, Monitoring, Evaluation, and Reporting Officer, the Accountability Officer is responsible for This includes developing and coordinating quality and accountability (Q&A) systems and procedures which includes following up on complaints and leading/participating in investigations, within the Disaster Management Unit, and promoting PMER and accountability knowledge and culture. The accountability position will also provide support for the complaint response mechanism through direct management of the CRM officer, and working with program teams to improve the CRM and ensure effective use of follow up and the information received. Duties and Responsibilities: Management of Complaints Response Mechanism (CRM): Support in designing and revising the Disaster Management CRM that all beneficiaries can access safely. Ensure that the system will promote accountability to beneficiaries of LRC staff and volunteer behaviour against the Red Cross Code of Conduct and the HAP guidelines. This includes coordinating with the CRM officer who will be managing the CRM system including answering the hotline and ensuring cover when needed. Monitor complaints received and responses process through overseeing and monitoring a logging or tracking mechanism developed and improved in coordination with the CRM officer.  Work closely with the program/projects staff to define how they will address requests for information, feedback, and complaints. Support in developing and rolling out approaches to address common questions and complaints Accountability: Support program managers in applying the HAP principles and standards in their plans implementation, and monitoring. This will involve reviewing activities, and tools/material as needed with the support of the PMER and program coordinator to ensure they reflect the 2010 HAP standards Visit the DM branches regularly to strengthen practice, and develop new approaches, and support teams to roll out initiatives related to accountability. This includes looking for opportunities to improve participation of beneficiaries and communication Report back on common challenges experience, and propose solutions that the PMER team could take forward. In addition, identify good practices of accountability and quality management in the field, and disseminate the good practices between all relevant Disaster Management staff and volunteers Build the staff and volunteers capacity in key areas (according to the gaps identified) including conducting meetings, facilitation of focus group discussion, improving communication methods, and ensuring participation of the beneficiaries where feasible. This will be in collaboration with the M&E officer.   Coordination: Support network and coordinate with NGOs, the UN and other international organizations to update the referral list and follow-up on external cases referred.  This includes supervision the follow-up of the CRM, or as needed, regarding case status progress related to external cases referred to other NGOs, or organizations. Ensure all documents and actions taken are documented