Referral Focal Point - South Lebanon (Zahrani-Saida-Nabatiye) - Pending

Collect feedback from the different feedback mechanism sources and upload data onto Excel and JIRA System.

Answer/Listen, process and respond to feedback and complaints through various mechanisms (hotline, email, boxes, etc.).

Guide beneficiaries that seek help (information, assistance or feedback).

Ensure that complaints that do not rise to the level of severity requiring a Code of Conduct investigation are rapidly referred to the relevant managers for follow up; ensure that follow up and actions taken are properly documented on NABAD's information management database.

Maintain and ensure a clear and comprehensive filing system for all the complaints and feedback by codes and types and refer to relevant staff, in accordance with NABAD's Accountability SOP.

Work closely with the Information Management team to ensure proper documentation of the feedback received.

Follow-up with relevant field staff to ensure action is taken following feedback received, ensure the loop is closed in compliance to NABAD standards.

Clearly communicate the outcome of the action with the beneficiaries and communities when applicable, including follow up/response with beneficiaries.

Contribute on the update of the service map per area and sector.

Support the Accountability Manager with continuous analysis of feedback data to drive learning and ensure adaptive programming.

Contribute to the development of the Accountability Improvement Plan (AIP) on a yearly basis.

Participate in monthly project / grant review meetings, and provide updates on key observations from the CFM, and follow up on broader action points related to CFM for project and program management.

Plan for monthly field visits to the centers and activity spaces.

Personality Traits Requirements:

Extensive knowledge of humanitarian principles and processes.

Contextual knowledge of local communities and demonstrated awareness and sensitivity to the diverse social/cultural/high-security contexts.

Knowledge of Protection and PSEA principles, GBV programming, and referrals, cases and complaints mechanisms. Psychological First Aid (PFA) is an added value.

Demonstrated awareness and sensitivity to diverse cultural contexts.