The Accountability Coordinator will oversee operationalisation of the Community Helpline, ensuring that it is adapted to the context in Lebanon, and the mechanism is accessible, trusted and utilised. The Coordinator will ensure that Standard Operating Procedures (SOPs) are followed through regular quality checks, and that NRC staff, volunteers, contractors and partners are trained on accountability standards, awareness raising, and that the wide variety of communication channels are functioning. The Coordinator will also conduct outreach activities and awareness sessions to communities to ensure the design of the helpline and communication channels are community driven. The Coordinator will perform ad hoc tasks as agreed with the Accountability Manager aimed at improving Accountability towards Affected Populations.
Line management responsibilities for directly reporting staff. This includes the
Performance management process; setting clear goals aligned to country strategy and priorities, and to follow up and support staff’s achievement.
Responsible for key processes as workforce planning, recruitment, staff induction and development and ensure Duty of Care for own staff
Conduct trainings, outreach activities and awareness sessions to ensure the Community Helpline and communication channels are community-driven and functioning.
Coordinate with NRC staff, volunteers, contractors, contingency workers, and partners on the efficient and transparent dissemination of accountability information to affected population on requesting services and make a complaint or feedback.
Ensure that NRC staff, volunteers, contractors and partners follow minimum accountability standards and perform regular quality checks.
Follow up on process handling of admissible service requests with sector-specific focal points for case handling, in accordance with SOPs.
Follow up on process handling of service-related complaints with field focal points and ensure that SOPs are followed.
Contribute to drafting NRC’s Accountability Framework in Lebanon and develop/ continuously update NRC's Helpline SOPs.
Ensure adherence to NRC policies, handbooks, guidelines, donor requirements and specific accountability SOPs.
Ensure that NRC’s related activities are implemented within NRC’s Protection mainstreaming guidelines and report any breaches/concerns to the line manager and/or focal point for proper action.
Compliance and adherence to NRC policies, guidance and procedures, (if a function role) and a specific responsibility for the functions policies and procedures
Design training materials on accountability standards, the Community Helpline and communication channels and give training to NRC staff, volunteers, contractors, contingency workers, and partners.
Design gender- and age-sensitive community awareness materials (helpline leaflets, WhatsApp accountability messages, video) and coordinate with NRC staff, volunteers, contractors, contingency workers, and partners to ensure that these are widely disseminated.
Support outreach activities and awareness sessions to ensure that communities are aware of how to request services and give a complaint or feedback, and that they participate in the design of the helpline and communication channels.
In coordination with the M&E team, consult beneficiaries and target communities for feedback on the Community Helpline and communication channels. Accordingly, support with update of M&E tools and inputs gathering exercises.
Conduct regular field visits to NRC project locations to monitor the implementation and visibility of reporting channels and spot checks, and empty NRC Comment Boxes for follow up.
Monitor the progress against CC-specific action points resulting from the analysis of accountability data.
Carry out and follow up on the achievement of NRC Lebanon’s annual Accountability Action plan
Any other tasks as delegated by the line managers
“Information of the scope of the position to be inserted in the table below. This is applicable only for roles graded as 8 and above e.g. a function manager/specialist at CO level or when allocated a project budget)
Financial responsibility:
N/A
Resources responsibility:
Twilio, CAP, Microsoft Dynamics 365, Power BI, Microsoft Office
By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:
Project Managers, Community Engagement and Accountability Specialist, Referral Focal Points
M&E, Protection, Grants, Partnerships and Technical Specialists, Consortia, Head of Programme Support
Human Resources Manager and Risk & Compliance Coordinator
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
Ability to present data and convey information clearly and concisely and identifying trends
Fluency in both English and Arabic (speaking, reading, writing)
Computer skills, including MS Office (Word, Excel)
Strong analytical and communications skills
Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential)
Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm and resilient)
Experience and ability to train others and transfer knowledge
Knowledge of the context in Lebanon / Middle East and NRC activities in the country / region
Familiarity with NRC’s core competencies is an asset
These are personal qualities that influence how successful people are in their job. The following are essential for this position:
Working with people
Influencing
Analysing
Planning and delivering results
Managing performance and development
Handling insecure environments
Build meaningful relations
Act with integrity
Empower people
Deliver results
The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee.
We protect displaced people and support them as they build a new future. We started our relief efforts after World War Two. Today, we work in both new and protracted crises across 40 countries. We specialise in six areas: food security, education, shelter, legal assistance, protection from violence, and water, sanitation and hygiene.
We stand up for people forced to flee. NRC is a determined advocate for displaced people. We promote and defend displaced people's rights and dignity in local communities, with national governments and in the international arena. NRC’s Internal Displacement Monitoring Centre in Geneva is a global leader in monitoring, reporting on and advocating for people displaced within their own country.
We work with partners across the world through NORCAP, our global provider of humanitarian, development and peacebuilding expertise. NORCAP collaborates with local, national and international partners on finding sustainable solutions to meet the needs of people at risk.
Around 15,000 humanitarians work with the NRC. Most of us are hired locally to work in the field, and a small number are based at our head office in Oslo. Many of our colleagues were once themselves forced to flee their homes.
NRC assisted almost 9.1 million people worldwide in 2024, and with your support, we can help even more.
In order to meet the needs of more than 120 million displaced people worldwide, we need to unite forces across sectors and work together as one team. Through mutual partnerships we are dedicated to finding unique solutions for people who have been forced to flee, helping them build a sustainable future for themselves and their communities.
To find out how you can support our work, please visit nrc.no/corporate or send an e-mail to corporate@nrc.no.
