Accountability Officer

Background

Nabad provides humanitarian aid to refugees from Syria, Palestine and vulnerable Lebanese host communities. This assistance includes education; shelter; emergency response; water and sanitation; and Protection services. 

Nabad is currently setting up a complaint/feedback and response mechanism. This mechanism would ensure that beneficiaries and other stakeholders have accessible and safe channels to communicate their complaints, feedbacks and suggestions to Nabad.

As a humanitarian organization, Nabad must remain accountable to the affected population it serves. In particular, Nabad seeks to regularly engage with affected communities and to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming. To increase accountability and impact, Nabad is strengthening existing mechanisms through establishing a centralized, transparent and widely communicated complaints and feedback mechanism (CFM).

Role and responsibilities

The Accountability Officer is responsible for 1) overseeing and ensure consistent and systematic, recording, processing, resolution and response of complaints and feedback received from the communities we work with on daily basis. 2) Aiding in conducting training and awareness sessions internally and externally to all Nabad stakeholders.

1. responsibilities

Ensure adherence with Nabad policies, guidelines and standards.

Prepare and develop status reports as required by management.

Ensure that projects target beneficiaries most in need, and explore and assess new and better ways to assist.

Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.

Ensure proper filing of documents and documentation of the complaint mechanisms

Provide specific technical support and capacity building on the complaint mechanisms

Assess, promote and document ideas for technical improvement and further development options of the complaint mechanisms and the referral system.

Ensure that all protection related detected cases are referred to the concerned referral focal point.

Ensure proper and effective response to the complaints received, in compliance with relevant guiding principles and the established procedures.

Ensure accountability’s coordination that adequate referral pathways at the area/field offices level are operational and regularly updated, in liaison with the referral focal points, to guarantee that beneficiaries are provided with timely and appropriate access to comprehensive assistance and care, especially when dealing with cases at high risk or extremely vulnerable.

Ensure and maintain a proper online/offline confidential and secure registration of all documents related to complaints and Feedback

Consult beneficiaries and target communities for feedback on the complaint mechanisms and the referral system in place, as well as for referring identified protection issues.

Contribute to the development of specific Standard Operating Procedures (SOPs) to run the complaint and feedback mechanism.

Communicate and disseminate CFM SOPs

Develop and maintain a secure and confidential complaint and feedback database and records that considers safety of the complainant for sensitive complaints (sexual exploitation and abuse, child abuse, corruption and breach of Nabad code of conduct).

Ensure all complaints and feedback are captured properly and adequately with the relevant information.

Ensure a proper timely and confidential response and feeding back to the complainant to the complainant

Contribute to information sharing mechanisms to improve transparency and participation.

Work closely with Shelter, Livelihood, Education, WASH and Protection teams to support with collecting, collating, presenting and otherwise managing information for accountability related reports.

Conducting regular field visits to Nabad project locations to monitor the implementation and visibility of CFM.

Support ED on developing a strategy for CFM promotion internally and externally.

Ensuring transparent communication of information sharing of Nabad actions build on previous beneficiary’s consultations and participation