Accountability Coordinator Lebanon

The Accountability Coordinator will oversee operationalisation of the Community Helpline in Lebanon, ensuring it is accessible, trusted, and utilised. The role involves training NRC staff and partners, conducting outreach activities, and ensuring adherence to accountability standards and SOPs.

Responsibilities

• Oversee operationalisation of the Community Helpline ensuring it is adapted to the context in Lebanon and accessible, trusted and utilised.
• Ensure Standard Operating Procedures (SOPs) are followed through regular quality checks.
• Train NRC staff, volunteers, contractors and partners on accountability standards and awareness raising.
• Conduct outreach activities and awareness sessions to communities to ensure the helpline and communication channels are community driven.
• Perform ad hoc tasks as agreed with the Accountability Manager aimed at improving Accountability towards Affected Populations.
• Line management responsibilities including performance management, workforce planning, recruitment, staff induction and development, and ensuring Duty of Care for own staff.
• Coordinate with NRC staff, volunteers, contractors, contingency workers, and partners on dissemination of accountability information to affected populations.
• Follow up on process handling of admissible service requests and service-related complaints with sector-specific and field focal points ensuring SOPs are followed.
• Contribute to drafting NRC’s Accountability Framework in Lebanon and develop/continuously update NRC's Helpline SOPs.
• Ensure adherence to NRC policies, handbooks, guidelines, donor requirements and specific accountability SOPs.
• Ensure NRC’s related activities are implemented within NRC’s Protection mainstreaming guidelines and report any breaches/concerns.
• Design training materials on accountability standards, the Community Helpline and communication channels and give training to NRC staff and partners.
• Design gender- and age-sensitive community awareness materials and coordinate dissemination.
• Support outreach activities and awareness sessions to ensure community participation in the design of the helpline and communication channels.
• Consult beneficiaries and target communities for feedback on the Community Helpline and communication channels in coordination with the M&E team.
• Conduct regular field visits to NRC project locations to monitor implementation and visibility of reporting channels and perform spot checks.
• Monitor progress against CC-specific action points from accountability data analysis.
• Carry out and follow up on the achievement of NRC Lebanon’s annual Accountability Action plan.
• Perform any other tasks as delegated by line managers.

Requirements

• At least 3 years of experience in an international NGO preferably in an emergency or post-conflict setting in beneficiary reception and/or counselling, Complaints Reporting and Feedback Mechanism, or related field.
• Solid experience in handling sensitive feedback.
• Ability to present 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).
• Strong analytical and communications skills.
• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential).
• Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm and resilient).
• Experience and ability to train others and transfer knowledge.
• Knowledge of the context in Lebanon / Middle East and NRC activities in the country / region.
• Familiarity with NRC’s core competencies is an asset.

Skills

• Beneficiary Reception
• Counselling
• Complaints Reporting
• Feedback Mechanisms
• Handling Sensitive Feedback
• Data Presentation
• Trend Identification
• Microsoft Office Suite
• Excel
• Analytical Skills
• Communications Skills
• Confidential Information Handling
• Management Skills
• Training Delivery
• Knowledge Transfer
• Community Outreach
• Accountability Standards
• Standard Operating Procedures Implementation
• Context Knowledge Lebanon
• NRC Activities Knowledge

Languages

English, Arabic