DRC has been responding to various humanitarian crises in Lebanon since 2004, working with Palestinian, Iraqi and Syrian refugees. DRC received registration from the Ministry of Interior in 2011, and since then has focused primarily on responding to the Syrian refugee crisis in Lebanon and the resulting impact on Lebanese host community. DRC Lebanon’s focus is to ensure that we are able to respond to critical emerging humanitarian needs whilst improve the living conditions of displacement-affected populations and contribute to the achievement of durable solutions. With an annual portfolio of $12million, and with approximately 200+ staff, DRC is focusing its response in protection and economic recovery (Ec-Rec) sector in Bekaa, North Lebanon and Beirut. DRC is also contributing to the evidence base and coordination structures in country through our Evidence Generation and referral information management (RIMs) teams.
About the job
The Accountability Assistant will have overall responsibility for managing DRC Lebanon's community feedback mechanism (CFM) and will be the focal point for handling the nationwide beneficiary complain, feedback and communication channels (hotline, email, etc.). The Accountability Assistant will be expected to maintain up-to-date familiarity with interagency referral pathways and DRC's referral information management system (RIMS), while working closely with, the Programmes and MEAL teams in DRC's areas of operation, to ensure they are able to accurately and efficiently advise and respond to beneficiaries’ requests and feedback. 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, and will further support in the analysis of the trends, needs and gaps and roll-out of DRC’s new community feedback and response mechanism toolkit, while adjusting the mechanism routes according to the needs. 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. She/he will support the Accountability unit by continuously monitoring PoCs’ preferences for feedback channels, participation, and assessing the efficiency of the established CFM channels and adapting required adjustments, conducting community consultations, delivering trainings to external actors on CFM and AAP.. Your main duties and responsibilities will be:
Responsibilities
Accountability & Community Feedback Mechanism (CFM)
- Manage and monitor DRC’s CFM across relevant channels, including hotline, email, in-person and other established mechanisms.
- Receive, listen to, process and respond to feedback, complaints and requests for information, ensuring timely and appropriate responses.
- Guide beneficiaries and community members seeking information, assistance or referrals, and provide accurate information on available services.
- Collect, record, classify and maintain feedback data in the relevant DRC information management systems, including the CFM tracker, RIMS and other databases, in line with DRC procedures and data protection standards.
- Ensure complaints and feedback are appropriately referred to relevant teams or managers, including escalation of cases requiring further action or investigation in accordance with established procedures.
- Follow up on referred feedback and complaints to ensure appropriate action is taken and documented, and that the feedback loop is closed within the required timeframe.
- Communicate outcomes and responses to beneficiaries and communities, where appropriate, ensuring that feedback is addressed in a clear and accessible manner.
- Maintain an accurate, confidential and well-organized filing system for feedback and complaints, ensuring proper classification and documentation in line with DRC’s Accountability SOP.
- Conduct regular field visits to DRC field offices and activity locations to monitor the functionality and accessibility of CFM channels and identify areas for improvement.
- Prepare monthly CFM snapshots and reports, highlighting key trends, concerns, needs, gaps and recurring requests.
- Support the Accountability focal point in analysing feedback data to identify trends and inform learning, programme quality and adaptive programming.
- Contribute to the regular update of service mapping by area and sector to ensure accurate information is available for referrals and community guidance.
Training and Capacity-Building Support:
- Deliver training and awareness sessions for DRC staff and partner organizations on Accountability to Affected Populations (AAP), CFM systems, processes, tools and good practices.
- Support the development, adaptation and updating of training materials and tools based on identified capacity needs and participant feedback.
- Plan and coordinate training activities across different locations, including scheduling with field teams and partner organizations and supporting logistical arrangements.
- Maintain training records, including attendance sheets, training evaluations and pre- and post-training assessments.
- Provide follow-up support to staff and partners to strengthen their understanding and application of AAP and CFM processes.
Assessment, Data Collection & Analysis
- Support capacity, readiness and other relevant assessments, including planning, scheduling, data collection, coordination and follow-up with relevant teams and partners.
- Support the design, testing and administration of KoBo-based assessment and data collection tools, including self-administered assessments for partner organizations.
- Conduct data entry, cleaning, validation and basic analysis to ensure the quality and usability of assessment and monitoring data.
- Support the analysis of assessment findings to inform the development and improvement of referral pathways, SOPs, tools and programme processes.
Coordination, Documentation & Other Duties
- Maintain accurate and well-organized records and documentation related to CFM, training, assessments, monitoring and other accountability activities.
- Coordinate with relevant DRC departments, field teams and partner organizations to ensure consistent implementation of accountability activities and follow-up on identified actions.
- Provide regular updates to the line manager and relevant teams on progress, challenges, trends and areas requiring follow-up.
- Support the Accountability focal point with additional accountability-related tasks and activities as required.
- Undertake other duties reasonably related to project delivery, as agreed with the line manager.
About you
To be successful in this role we expect the following:
- Bachelor degree in social sciences, information management, statistics, public administration, or a related field.
- Minimum 1 years of experience in NGO in managing affected population community feedback mechanisms;
- Familiarity with DRC’s Referral Information Management System (RIMS) is preferrable;
- 1 year experience and knowledge in qualitative and quantitative research methods, and data analysis;
- 1 year experience in delivering trainings, facilitating key informant interviews, and focus group discussions;
- Knowledge of participatory approaches to community engagement is an asset;
- Excellent interpersonal and negotiation skills;
- Proficient spoken and written Arabic and English;
- Strong data entry and data quality skills, with proficiency in MS Excel;
- Previous Protection programming incl. community based protection programming is an advantage;
- Commitment to protection principles, data protection standards, and DRC's Code of Conduct.
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 uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.
We offer
- Contract length: Till March 2027 (Subject to donor’s approval)
- Band: I
- Designation of Duty Station: Beirut Lebanon, with frequent travel accross Lebanon
- Start date: 15 October 2026
Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for Nationals; please refer to drc.ngo under Vacancies. For questions regarding the vacancy please contact lbn-jobs@drc.ngo
