Accountability Assistant Lebanon Beirut

Contract

This is a Professional contract, Grade 4 (NRC) contract. More about Professional contract, Grade 4 (NRC) contracts.

All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and beliefs shall guide our actions and relationships.

Purpose of the role

The Accountability Assistant is responsible for the management of the Centralised Helpline that receives calls from households requesting services from NRC Lebanon. The Assistant will sit within the Accountability Unit that falls within the Programme Support Unit at NRC Country Office. The Assistant will manage service request calls from NRC’s four operational areas (North, Bekaa, South and BML) and will support with basic data cleaning and analysis. The position reports directly to the Accountability Coordinator and has a direct technical line to the NRC program to whom trends and gaps are reported.

What you will do

• Adhere to NRC policies, tools, handbooks and guidelines
• Assist a range of support with the implementation of the CC portfolio according to plan of action
• Implement independently procedures and activities within own function or core competency as delegated
• Responsible for organising and delivery of tasks in line with priorities and standards
• Develop and maintain knowledge of the specialist area of work in which technical assistance and support is being provided, in order to be most effective in supporting the team
• Use initiative in day to day problem solving in line with agreed procedures, priorities and standards for the area of work
• Prepare and develop status reports as required by management
• Ensure proper filing of documents
• Promote and share ideas for improvement in your area of expertise
• Adequately communicate and share general information about NRC’s operation in Lebanon.
• Develop knowledge of NRC’s core competency in order to most effectively attend to callers.
• Share regular reports of received calls with program Focal Points in the area offices, and perform follow-up as needed to ensure proper handling of cases.
• Update the Program’s FAQs document as needed to ensure up-to-date information is given to callers.
• Handle sensitive and non-sensitive complaints and feedback calls, and actively promote accountability and PSEA (Prevention of Sexual Exploitation and Abuse) standards and principles.

Specifically you will;

• Represent NRC using excellent communication skills with beneficiaries, communities and stakeholders.
• Receive calls via the centralised program helpline, triage/classification of cases, update database and refer admissible cases to the program Focal Points in the area offices in a timely manner. Follow-up with Focal points on status of cases (in process, closed, open), and update helpline database accordingly.
• Maintain the helpline database, compiling, revising and cleaning of entered data.
• Provide feedback, when needed, to calls requesting follow-up on eligibility, based on the reports provided by the program teams.
• Coordinate with Database officers on possible move-ins and move-outs reported through the helpline.
• Handle calls on complaints and feedback and ensure these are reported to the Accountability Unit for follow-up.
• Handle sensitive calls (related to SEA/ protection) and ensure these are reported to the Protection Coordinators in each area office for follow up, in a reliable and confidential manner.

Critical Interfaces:

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Program Specialist
• Project Managers
• Program Database Officers
• Protection Coordinators at Area Office level
• Monitoring and Evaluation Coordinators
• HR Manager at CO and HR Coordinators and Area Managers at Area office levels

Professional competencies

These are skills, knowledge and experience that are important for effective performance.

• Bachelor’s degree in business or any related field
• Minimum 1-2 years of experience from working in complex and volatile contexts
• Desirable experience in handling a helpline
• Professional management of confidential/sensitive information and handling PSEA cases
• Documented results related to the position’s responsibilities
• Fluent in English and Arabic both written and verbal
• Excellent oral and written communication skills
• Knowledge of, respect and empathy for the communities we are working with

Behavioral competencies

These are personal qualities that influence how successful people are in their job. The following are essential for this position:

• Communicate with impact and respect
• Working with people
• Handling insecure environments
• Planning and delivering results (post holder is expected to be able to work and deliver under pressure and be able manage workload and stress)
• Coping with change

What We Offer

NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.

We offer an opportunity to match your career to a compelling cause and a chance to meet and work with people who are the best in their fields.

We are also looking for people who share our values:

• To be dedicated in what we do;
• To be innovative with our solutions;
• To act as one unified and inclusive team;
• To be accountable to the donors that make our work possible; the people we exist to serve, and to each other… the members of our NRC family.

Kindly note that empty or incomplete applications as well as CVs received via email will not be considered official and will not be processed