MEAL Assistant (Accountability)

The Accountability Assistant will manage DRC Lebanon's community feedback mechanism (CFM), handling beneficiary complaints, feedback, and communication channels nationwide. The role involves data collection, analysis, training delivery, and coordination with internal and external stakeholders to ensure effective accountability and community engagement.

Responsibilities

• Manage and monitor DRC’s CFM across relevant channels, including hotline, email, in-person and other established mechanisms.
• Receive, listen to, process and respond to feedback, complaints and requests for information, ensuring timely and appropriate responses.
• Guide beneficiaries and community members seeking information, assistance or referrals, and provide accurate information on available services.
• Collect, record, classify and maintain feedback data in the relevant DRC information management systems, including the CFM tracker, RIMS and other databases, in line with DRC procedures and data protection standards.
• Ensure complaints and feedback are appropriately referred to relevant teams or managers, including escalation of cases requiring further action or investigation in accordance with established procedures.
• Follow up on referred feedback and complaints to ensure appropriate action is taken and documented, and that the feedback loop is closed within the required timeframe.
• Communicate outcomes and responses to beneficiaries and communities, where appropriate, ensuring that feedback is addressed in a clear and accessible manner.
• Maintain an accurate, confidential and well-organized filing system for feedback and complaints, ensuring proper classification and documentation in line with DRC’s Accountability SOP.
• Conduct regular field visits to DRC field offices and activity locations to monitor the functionality and accessibility of CFM channels and identify areas for improvement.
• Prepare monthly CFM snapshots and reports, highlighting key trends, concerns, needs, gaps and recurring requests.
• Support the Accountability focal point in analysing feedback data to identify trends and inform learning, programme quality and adaptive programming.
• Contribute to the regular update of service mapping by area and sector to ensure accurate information is available for referrals and community guidance.
• Deliver training and awareness sessions for DRC staff and partner organizations on Accountability to Affected Populations (AAP), CFM systems, processes, tools and good practices.
• Support the development, adaptation and updating of training materials and tools based on identified capacity needs and participant feedback.
• Plan and coordinate training activities across different locations, including scheduling with field teams and partner organizations and supporting logistical arrangements.
• Maintain training records, including attendance sheets, training evaluations and pre- and post-training assessments.
• Provide follow-up support to staff and partners to strengthen their understanding and application of AAP and CFM processes.
• Support capacity, readiness and other relevant assessments, including planning, scheduling, data collection, coordination and follow-up with relevant teams and partners.
• Support the design, testing and administration of KoBo-based assessment and data collection tools, including self-administered assessments for partner organizations.
• Conduct data entry, cleaning, validation and basic analysis to ensure the quality and usability of assessment and monitoring data.
• Support the analysis of assessment findings to inform the development and improvement of referral pathways, SOPs, tools and programme processes.
• Maintain accurate and well-organized records and documentation related to CFM, training, assessments, monitoring and other accountability activities.
• Coordinate with relevant DRC departments, field teams and partner organizations to ensure consistent implementation of accountability activities and follow-up on identified actions.
• Provide regular updates to the line manager and relevant teams on progress, challenges, trends and areas requiring follow-up.
• Support the Accountability focal point with additional accountability-related tasks and activities as required.
• Undertake other duties reasonably related to project delivery, as agreed with the line manager.

Requirements

• Bachelor degree in social sciences, information management, statistics, public administration, or a related field.
• Minimum 1 years of experience in NGO in managing affected population community feedback mechanisms.
• Familiarity with DRC’s Referral Information Management System (RIMS) is preferrable.
• 1 year experience and knowledge in qualitative and quantitative research methods, and data analysis.
• 1 year experience in delivering trainings, facilitating key informant interviews, and focus group discussions.
• Knowledge of participatory approaches to community engagement is an asset.
• Excellent interpersonal and negotiation skills.
• Proficient spoken and written Arabic and English.
• Strong data entry and data quality skills, with proficiency in MS Excel.
• Previous Protection programming including community based protection programming is an advantage.
• Commitment to protection principles, data protection standards, and DRC's Code of Conduct.

Skills

• Community Feedback Mechanisms
• Referral Information Management Systems
• Qualitative Methods
• Quantitative Research
• Data Analysis
• Training Delivery
• Key Informant Interviews
• Focus Group Discussions
• Participatory Community Engagement
• Data Entry
• Data Quality Assurance
• MS Excel
• Protection Programming
• Community-Based Protection
• Data Protection Standards
• Negotiation Skills

Languages

Arabic, English