Overview
The Accountability Coordinator will oversee the operationalisation of the Community Helpline in Lebanon, ensuring it is accessible, trusted, and utilised. The role involves training staff and partners on accountability standards, conducting outreach, and improving Accountability towards Affected Populations.
Key Responsibilities
- Oversee operationalisation of the Community Helpline, ensuring it is adapted to the context and accessible.
- Ensure Standard Operating Procedures (SOPs) are followed through regular quality checks.
- Train NRC staff, volunteers, contractors, and partners on accountability standards and awareness raising.
- Conduct outreach activities and awareness sessions to communities.
- Perform ad hoc tasks to improve Accountability towards Affected Populations.
- Line manage directly reporting staff, including performance management, workforce planning, recruitment, and staff induction.
- Coordinate dissemination of accountability information to affected populations.
- Follow up on process handling of admissible service requests and service-related complaints.
- Contribute to drafting NRC’s Accountability Framework in Lebanon and develop/update NRC's Helpline SOPs.
- Ensure adherence to NRC policies, handbooks, guidelines, donor requirements, and accountability SOPs.
- Design training materials on accountability standards and the Community Helpline.
- Design gender- and age-sensitive community awareness materials.
- Consult beneficiaries and target communities for feedback on the Community Helpline.
- Conduct regular field visits to monitor implementation and visibility of reporting channels.
- Monitor progress against Accountability Action plan.
- Carry out and follow up on the achievement of NRC Lebanon’s annual Accountability Action plan.
Required Experience
At least 3 years of experience in an international NGO preferably in an emergency or post-conflict setting in beneficiary reception and/or counselling, Complaints Reporting and Feedback Mechanism, or related field. Solid experience in handling sensitive feedback.
