Accountability Officer- Offer pending Donor's approval

MAJOR RESPONSIBILITES

% of time

Activity

End Results

15%

Support the Accountability Coordinator in designing and rolling out an effective Accountability system for WVL, covering all areas.

The Accountability system is in place and functional in all Area Program of WVL.

50%

Validate feedback and complaints received through different channels, ensure proper follow up is done/appropriate action is taken (by the relevant/responsible department), and complaints are closed after providing complainants with the response/feedback.

Send weekly reports.

All complaints are registered in the database with relevant information.

Proper follow up on complaints received is done regularly.

Complaints are closed within the timeframe, and feedback/response is provided to complainants.

Reports are shared on time.

5%

Work closely with the CRM Officer to provide updates regarding the status of registered cases (complaints and referrals) and action taken (by the responsible department) to solve them.

Q&As are in place.

The CRM database is updated with relevant information on a regular basis.

15%

Coordinate with the Accountability Coordinator and responsible project staff for the development of information sharing materials.

Handle the help desk for feedback and complaints during distribution activities as per donor requirements.

When needed, ensure the recruitment and training of casual workers to handle the helpdesk

Raise awareness and provide information regarding Accountability system and channels.

HA tools are updated and in place.

Helpdesk is always present during distribution and handled by the Accountability officer or trained casual worker.

Information regarding the Accountability system and channels is provided to WVL beneficiaries on a regular basis .

10%

Support in staff capacity building and training provision on the new Accountability system and guidelines.

Staff capacity is built and refreshers are provided when needed.

5%

Perform other duties as required

Attend and participate in WVL’s spiritual nurture and other organizational events

Responsible of own security and actively contribute to a positive security culture

Report CP incidents as per the safeguarding policy guidelines.

Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager

Perform other duties as assigned by Line Manager

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE

Required Professional Experience

At least one year experience in a similar job

Creative and able to come up, embrace and coordinate innovative thinking, and problem solving skills

Good analytical and writing skills

Good interpersonal skills and, abilities to work as a team.

Required Education,

training, license,

registration, and

certification

University degree in a field related to psychology or social work.

Computer literacy; Strong computer skills including Word, Excel, PowerPoint.

Preferred Knowledge

and Qualifications

Personal Management including initiative, self-motivation and direction.

Ability to set priorities and undertake new tasks quickly

Ability to communicate effectively with a wide range of audiences

Cross –cultural sensitivity, flexible worldview, emotional maturity and physical stamina.

Ability to work in and contribute to team building environment

Ability to maintain performance expectations in diverse cultural contexts, psychologically stressful environments and physical hardship conditions with limited resources

.

Travel and/or

Work Environment

Requirement

Required to have minimum 2 years driving license

Willing to work at odd hours when necessary.

Be prepared to visit implementation sites, meetings and trainings located in different Governorates in Lebanon, as required.

A minimum of 40% of time spent on the field.

Physical

Requirements

Language

Requirements

Effective in written and oral communication; in English.