Accountability and Safeguarding Officer - Beirut

Accountability

1. Establishing and administering a FCRM that allows beneficiaries to securely and confidentially leave feedback:

• Lead in generating and administering tools needed for establishing FCRM including hotline, complaint/suggestion boxes, feedback sheets, referral tracker database, complaint logs, etc. and maintaining a logging or tracking system that records all feedback;
• Coordinate the collection and upload of feedback from all RI projects under education, health, and livelihoods and liaise with program staff to regularly follow-up on feedback in order to provide responses to beneficiaries in a timely manner;
• Monitor the complaints received and follow up on the closure/resolution of complaint cases;
• Ensure and maintain a professional communication level with different sector agencies regarding referrals and service mapping; the job holder is also requested to follow up on the status of referral cases through monitoring its progress;
• Provide needed orientation to specific employees (social workers, case managers, etc..) regarding the Referral mechanism (the orientation should cover the purpose of the referral, the data which should be gathered, and reports which should be developed regarding the referral mechanism…etc); and
• Aggregate “accountability” related lessons’ learned event data from MEAL Officers on quarterly bases, to outline to management the most important lessons learned during a period of 3 months.

2. Acting as a focal point of contact for beneficiaries:

• Manage RI’s hotline in an effective and efficient manner receiving feedback/complaint from beneficiaries via messaging apps and voice calls and logging into the feedback/complaint matrix;
• Interact with beneficiaries to ensure that hotline information is always available and accessible to beneficiaries and that they are being appropriately treated and served through the different projects;
• Conduct routine quick satisfaction surveys/interviews with beneficiaries and encourage them to leave feedback when they desire to do so;
• Work with field team to conduct short surveys/interviews with beneficiaries and encourage them to leave feedback when they desire to do so;
• Share clear guidelines to the beneficiaries when in direct contact with them and follow up constantly on the status of the complaints with the Beneficiaries and needed internal parties while ensuring proper coordination is done with MEAL Manager first in order to identify steps to be taken accordingly; and
• Demonstrate a high level of professionalism while working or coordinating with the beneficiaries and their family members; any incident or work-related conflict should be immediately reported to the MEAL Manager. The Job holder should avoid going into any work-related communication which might jeopardize the relationship of RI with any of the beneficiaries. 

3. Reporting:

• Provide monthly detailed reports that shows the analysis of the status of complaints and feedbacks received, in addition to received/sent referrals through RI team. The reports provided by the job holder should be accurate, organized, updated, and comprehensive ensuring that right corrective actions are taking place for RI programming;
• Integrate accountability reports into regular donor reports, under accountability to affected population sections;
• Ensure timely and accurate reporting of standard and custom accountability performance indicators (such as addressed complains and successful referrals) within the project progress reports;
• Update existing AI reporting tools on RI Feedback Complaint and Response Mechanism procedures on a quarterly basis;
• Track referrals on Referral Information Management System (RIMS) database and extract reported referrals on a monthly basis; and
• Research accountability collection tools, assess, suggest, and implement improvements.

4. Conduct additional data collection efforts as needed:

• Under direction of the MEAL Manager, perform ad-hoc research efforts to enhance accountability of all RI projects;
• Collect and analyse the data and make detailed report (monthly and quarterly statistical reports);
• Support MEAL department in safe storage of hard and soft copy of data; filing all completed hard and soft copies; and securing information by completing data base backups;
• Any other task as requested by the MEAL Manager.

Safeguarding accountabilities

1. Receive, report and support safeguarding incidents and concerns;

• Receive safeguarding concerns, assess the information to ascertain if immediate assistance is required;
• In close coordination with the Country Director, report the incident to the GSO via the reporting mechanism;
• Carry out basic fact-finding/fact-checking with oversight from the Global Safeguarding Manager;
• Map and establish relationships with local support services and agencies to facilitate the referral of incidents;
• Take appropriate measures to ensure safety and confidentiality for reports made to him/her;
• Act as the Safeguarding focal point for the country office, initiating investigations for potential safeguarding concerns that are received through the Feedback Complaint and Response Mechanism and acting as a member of the country office Incident Management Team (IMT) which investigates all potential safeguarding concerns.

2. Advocate for and raise awareness of safeguarding;

• Raise awareness among affected population of the behavior they should expect from RI staff and partners and how and when to report concerns;
• Raise awareness of safeguarding with staff and partners ensuring they understand their role and responsibility in protecting clients;
• Facilitate basic safeguarding training with staff and partners;
• Induct new staff ensuring they are socialized into the incident management reporting system, safeguarding policies and the safeguarding culture of the organization;

3. Lead the wider implementation of safeguarding policies and procedures and facilitate the structural embedding of safeguarding across country operations:

• Complete an annual country risk profiling exercise – mapping internal and external safeguarding risks;
• Lead an annual safeguarding self-audit - assessing how near or far the operation is from fulfilling its safeguarding commitments;

• Populate an annual safeguarding action plan. Using the findings of the self-audit to inform the actions to work towards in the following 12 months;
• Actively promote the Incident Reporting and Management policy namely – ensuring that posters and other awareness raising materials are visible and that staff are aware of what incidents must be reported in accordance with policy;