Accountability Assistant

Who are we?

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfillment of the wish to return home.

The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.

All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

About the job

The Accountability Assistant will have overall responsibility for managing DRC Lebanon’s community feedback and response mechanism, and will be the focal point for handling the nationwide beneficiary hotline. The Accountability Assistant will be expected to maintain up-to-date familiarity with DRC’s programmatic referral pathways, and to work closely with the programmes and MEAL teams in DRC’s areas of operation to ensure they are able to accurately and efficiently advise beneficiaries about the services DRC, and DRC’s partners, can provide. 

The Accountability Assistant will be responsible for collecting data through DRC’s feedback mechanism routes, ensuring the corresponding data is registered into the database, properly handled, and closed in a timely manner. The Accountability Assistant will manage the national hotline and other feedback sources to respond to and channel/refer feedback received to the appropriate internal and external stakeholders in a way that meets DRC’s and donor requirements. S/he will also be working closely with the DRC MEAL Specialist to ensure adequate documentation and usage of the generated data. The overarching aim is to increase DRC's level of accountability and transparency towards different internal and external stakeholders. 

Duties and Responsibilities

Accountability 

• Collect feedback from the different feedback mechanism sources and upload data onto Excel and Alpha, DRC’s information management database. 
• Answer/Listen, process and respond to feedback and complaints through various mediums (hotline, email, boxes, etc.). 
• Guide beneficiaries that seek help through the DRC hotline. 
• 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 DRC’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 DRC’s Accountability SOP 
• Work closely with the Information Management team to ensure proper documentation of the feedback received. 
• Ensure strong internal communication with MEAL team members at Beirut and field level. 
• Follow-up with relevant field staff to ensure action is taken following feedback received. 
• Clearly communicate the outcome of the action with the beneficiaries and communities when applicable.  
• Ensure continuous analysis of feedback data to drive learning and ensure adaptive programming. 
• Support the development of the Accountability Improvement Plan (AIP) on a yearly basis. 
• Other priorities as assigned by the MEAL Team Leader and MEAL Specialist. 

Code of Conduct (CoC) Reporting Mechanism 

• With technical guidance from the head of support services, operate the CoC email account and hotlines during working hours 
• Ensure forms are collected on a monthly basis, translated, recorded, and referred to designated management  
• For all CoCreports and feedbacks: 

• Immediately inform the Authorizing Officer (or higher, in case of conflict of interest at this level) if there is an apparent and imminent threat against DRC’s integrity or reputation or against a person’s life or welfare, or a substantial suspicion of corruption. 
• Determine whether the report or complaint is eligible under the Operational or the Code of Conduct Intake Mechanism.  
• Confirm receipt and inform whether the report or complaint is eligible 
• For COC feedback, open a confidential file and register the report in DRC’s anonymised tracking system and submit it to the Authorizing Officer 
• For operational feedback, record on statistics sheet and refer to the concerned management to be handled 
• Communicate case closure or referral to complainant 
• Continuously update the relevant entries in DRC’s statistical and online system 
• Provide the supervisor with up-dates on progress of data entry 

• Travel to field offices to ensure the data collection process is coherent and follows the same methodology 
• Provide overviews over trends in number of complaints submitted 

Community Engagement and Outreach 

• Investigate allegations of irregularities, fraud, corruption or other forms of misconduct by directly liaising with the affected beneficiaries in close collaboration with the supervisor. 
• Ensure high level of inclusion of beneficiaries’ views. 

Other duties 

• Adhere to organizational standards and policies and DRC’s Code of Conduct. 
• Any other tasks as assigned by the line manager.

Experience and technical competencies required:

• Minimum 1 years of experience in NGO
• Familiarity with data entry software 
• Knowledge of participatory approaches to community engagement an asset 
• Excellent interpersonal and negotiation skills 
• Proficient spoken and written Arabic and English 
• Knowledge of the Humanitarian Accountability Partnership is an asset 
• Knowledge of qualitative and quantitative research methods an advantage 
• Willingness to work long hours and travel to all project sites regularly

Desirable:

• Knowledge of participatory approaches to community engagement is an asset 
• Knowledge of the Humanitarian Accountability Partnership is an asset 
• Knowledge of qualitative and quantitative research methods an advantage 

Education:

• Bachelor’s level qualification in relevant field.

Languages:

• Fluency in written and oral Arabic is a must
• Fluency in written and oral English is a must

In this position, you are expected to demonstrate DRC’ five core competencies:  

• Striving for excellence: You focus on reaching results while ensuring an efficient process.  
• Collaborating: You involve relevant parties and encourage feedback.  
• Taking the lead: You take ownership and initiative while aiming for innovation.  
• Communicating: You listen and speak effectively and honestly.  
• Demonstrating integrity: You act in line with our vision and values.

We offer

Contract length: 4 months until end of November 2021 renewable based on performance and availability of funds

Band: I – Non-Management

Location: Bekaa

Suggested Start date: August 2021

Application process

Interested? Then apply for this position by clicking on the apply button.
All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in the same language as this vacancy note. CV only applications will not be considered.

If you have questions or are facing problems with the online application process, please contact [email protected]

Closing date for applications: June 27, 2021

Applications will be reviewed on a rolling basis, DRC reserves the right of conducting tests and
interviews before the closing date, and can close the advertisement earlier in case of finding a
suitable candidate.

Need further information?

For further information about the Danish Refugee Council, please consult our website www.drc.org