MEAL Officer – Accountability

MEAL Officer – Accountability

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 fulfilment 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.

DRC is looking for an experienced MEAL Officer – Accountability who will be responsible for implementation of activities related to accountability to affected population (AAP) and mainly in its aspects related to transparency/information sharing, complaint and feedback mechanisms, and participation across his area of intervention (North). This role will be based in Amman and involve regular visits to the field.

About the job

The individual will report directly to MEAL Manager. Your main duties and responsibilities will be:

Handling Feedback and Complaints:

• Continually identify opportunities to adapt and improve the country program’s beneficiary and feedback complaint mechanism and ensure inclusivity for different vulnerable groups (elderly, illiterate, children, etc).
• Answer/listen, process, respond to complaints and provide support to beneficiaries who are seeking help through DRC’s Complaints Review Mechanisms (CRM). Ensure timely feedback to beneficiaries (where required) regarding complaints and ensure they are appropriately managed, acknowledged and followed up as per internal workflow processes.
• Ensure that all staff, partners and communities are aware of the proper channels and circumstances to report complaints and feedback. Specifically, monitor and support field teams in properly sensitizing all beneficiaries on the feedback and complaints mechanism and track sensitization activities.
• Enter and track all complaints and feedback received and ensure proper documentation of data in DRC’s complaints and feedback database in Gamma.
• Ensure the follow up and resolution of all complaints in line with the FCM SOPs.
• Develop a monthly complaints and feedback report and ensure it is shared with relevant staff.
• Work with DRC partners to agree on how they will raise and handle complaints against each other in a safe and accessible way, and to put this agreement into practice.

Safeguarding of sensitive complaints

• Ensure immediate referral of protection related concerns and sensitive cases according to the DRC FCRM workflow.

• Maintain utmost confidentiality of all complaints received and processed.

Information Sharing and Community Participation

• Under the supervision of the MEAL manager and in collaboration with communications, programs, and technical teams, ensure that the people DRC aims to assist and other stakeholders have access to timely, relevant and clear information about the organization and its activities.
• Support in the design and development of FCM and accountability information materials including leaflets, cards, signs, videos and others.
• Support the MEAL teams on participative monitoring methodologies.
• With support of the MEAL manager, continually aim to improve information sharing and participation with communities, support the design and roll out of innovative methods that increase the engagement and participation of persons of concern and stakeholder at DRC Jordan.
• Under the supervision of the MEAL manager and in collaboration with program and technical teams, ensure that consent is properly obtained from all beneficiaries.

Ensuring staff competency

• Proactively identify training needs of DRC staff and partners and contribute to the development on new training materials as needed related to AAP.
• Conduct regular code of conduct (CoC), feedback and complaints mechanism (FCM), and Core Humanitarian Standard (CHS) training for DRC staff.
• Lead the capacity building of partner and community based organizations on FCRM procedures and accountability to affected persons. This includes both conducting trainings on code of conduct and FCRM, as well as providing ongoing support in the development, implementation, and improvement of FCRM system and COCs.
• Support or lead in code of conduct investigations.
• Ensure that MEAL staff acting as accountability focal points receive proper support and guidance on the FCM and AAP more generally and comply with all related responsibilities as per the FCRM SOPs.
• Support the biannual CHS self-assessment and contribute to the preparation the resulting accountability improvement plan (AIP).

Support in AAP-related procurement

• In support of proposal development, support the MEAL Manager to identify the budget/resources needed the establishment and maintenance of AAP systems and activities.
• In collaboration with the base managers and accountability focal points in the field, closely monitor AAP materials stocks and expenditure on accountability budget lines. With the support of the MEAL Manager, provide budget forecasts on accountability lines for the budget follow up (BFU) updates.
• Plan and organize the procurement of all materials needed for the implementation of AAP activities (complaints cards, posters, leaflets, training inputs, accountability videos etc.)

General support to DRC accountability activities:

• Support the MEAL Manager in the updating of a mission-wide Accountability Framework and/or relevant standard operating procedures (SOPs).
• Ensure that relevant accountability SOPs are up-to date, translated into Arabic, and shared with all relevant DRC staff.
• Provide narrative updates on AAP activities in contribution to donor and other internal reports.
• Support the MEAL Manager to draft the accountability portion of proposal narratives.
• Contribute to the monitoring of accountability related activities and ensure available data is effectively analyzed and shared through the development of dashboards, monthly reports, etc.
• Carry out additional responsibilities and project tasks as assigned by the MEAL Manager. This may include acting as the temporary MEAL focal point for specific projects in the case of staff gaps.

External and Internal Coordination

• Attend the PSEA working group meetings when requested.
• Represent the MEAL department in project kick-off, project review, closeout, and various learning events.
• Participate in DRC’s Regional AAP Working Group
• Participate in UNHCR Hotline Focal Point Working Group

About you

Required

• BS Degree in business administration, social work, social sciences, humanities or other relevant discipline is required.
• A minimum of two year of experience in working in a relief or development NGO in a similar role.
• Previous experience working in accountability
• Previous experience conducting trainings and delivering capacity building
• Excellent communication skills in Arabic and English.
• Ability to communicate key information in an easy to understand, informative and collaborative manner.
• Good contextual knowledge of local community and social/cultural constraints, realities and organizational relationships.
• Strong organization, planning, and time management skills.
• Genuine care and respect for needs of others, practically vulnerable populations with strong belief in empowering marginalized and disenfranchised people.
• High integrity and willingness to conduct herhimself transparently and open to scrutiny.
• Fluent in written and spoken Arabic
• Good in written and spoken English

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 DRC’s vision and values.

Designation of Duty Station: Amman

Start date: ASAP

Application process

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.

Closing date for applications: 25 October 2022

If you have questions or are facing problems with the online application process, please visit drc.ngo/jobsupport.

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

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