Accountability Associate

1. Purpose

CARE established its presence in Lebanon in 2006 and has been responding to the Syrian Crisis since late 2012. Among CARE’s key imperatives is putting people it serves first through implementing cutting edge programming in areas it operates. CARE currently carries out activities in Beirut, Mount Lebanon, Akkar, North Lebanon, South Lebanon, and the Beqaa Valley. CARE implements both emergency and development projects contributing to livelihood, food security, protection, gender, shelter, and water, sanitation and hygiene. It targets the most vulnerable people and populations, both host communities and refugees. Over the course of 7 years, it has supported over than half a million beneficiaries.

In Lebanon, CARE’s program strategy for the upcoming years will focus on strengthening and expanding its emergency response and capacity to provide basic assistance services while pursuing development projects in areas of food security and livelihood support, gender and protection. CARE intends to maintain its presence in all areas of Lebanon.

CARE Lebanon has scaled up rapidly over the past few years and today it has about 90 staff members, with more than 15 different local/international partner organizations. 90% of the team is composed of national staff, with a symbolic number of international members.

The Accountability Associate will play a vital role in gathering and processing incoming requests, complaints, and feedback via various accountability channels. Additionally, they will undertake regular data cleaning tasks to ensure the accuracy and reliability of all available data. The position involves maintaining accurate records in the FAM and other relevant accountability databases, as well as fostering trust and confidence among participants through prompt responses and thorough follow-ups.

2. Reporting Lines

Senior Accountability Officer

3. Organizational Relationship

None

4. Specific Duties and Responsibilities

JOB RESPONSIBILITY 1: Handling the Helpline (50% of time)

- Be responsible for responding to the CIL’s helpline and assess callers’ profiles, needs, and vulnerabilities.

- Address stakeholders’ queries through the helpline in a respectful and professional manner.

- Prioritize rapid response to GBV Cases while respecting confidentiality and the survivor centered approach.

- Offer Psychological First Aid to callers in distress.

- Document and archive the callers’ records in a clear and confidential manner.

JOB RESPONSIBILITY 2: Feedback and Accountability Mechanisms (50% of time)

- Collect feedback and complaints through all accountability channels and tools, including WhatsApp, feedback boxes, online forms, social media, email…etc.

- Support the Accountability Assistant in referrals and follow-ups until case closure.

- Do regular data cleaning to ensure accuracy of data.

- Attend relevant trainings as recommended by CIL.

OTHER RESPONSIBILITIES AS ASSIGNED BY LINE MANAGER

5. Qualifications / special skills or knowledge

a. Skills & knowledge:

• Experience in data collection, data entry, and data cleaning.

• Extensive knowledge in Excel is a must.

• Team player with strong interpersonal skills, with the ability to build strong internal relationships and networks.

• Motivated self-starter who enjoys working in a collaborative and international environment

b. Experience:

At least  0-1  years of relevant experience, especially at NGOs, academic organizations, standard-setting bodies, public agencies focused on humanitarian response

c. Academic background:

High school diploma . Preferably bachelor’s degree in one or several of the following areas: Social Sciences, Public health, Environmental Sciences or any other related field.

d. Languages: English and/ or Arabic are the working language of CARE International in Lebanon.

Knowledge of other languages is an asset.

6. Other contract elements

Benefits: Social security/Health Insurance & Transport allowance.

The direct supervisor reserves the right to adapt this job description at any time during employment according to needs.

Any extension of this contract is dependent on performance review and funding availability.

PSEA and Save Guarding Child policy

CARE International in Lebanon is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status.

CARE International in Lebanon and its employees and stakeholders abide by the CARE International Protection from Sexual Exploitation and Abuse (PSEA) and Child Safeguarding Policies.