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Summary

The Accountability Assistant will support the Monitoring, Evaluation, Accountability, and Learning (MEAL) system for a Food Security project in Beirut.

The Accountability Assistant will ensure that beneficiary feedback and complaints are systematically collected, documented, analyzed, referred, and resolved in a safe, confidential, and timely manner, in accordance with Mada’s Accountability to Affected Populations (AAP), Safeguarding, and PSEA policies.

This position plays a key role in strengthening the project’s commitment to transparency, inclusiveness, and quality assurance by facilitating two-way communication between affected communities and the project team.

The Accountability Assistant reports to the MEAL Manager and works closely with the Grant Manager, Partner Focal Point, and field staff.

Tasks and Responsibilities

Feedback and Complaint Mechanisms (FCRM)

• Operate Mada Hotline, ensuring respectful, prompt, and confidential handling of all feedback and complaints.
• Log and classify feedback, complaints, and requests in Mada’s Hotline Tracker, in line with internal protocols and data protection standards.
• Coordinate with relevant departments to ensure timely referrals, resolution, and follow-up of complaints.
• Support the outreach through community consultations and validation assessments to collect direct feedback.
• Ensure complainants are informed about the outcome of their cases, with an emphasis on dignity and confidentiality.
• Identify and escalate sensitive complaints, including those related to PSEA, to the designated focal point immediately and confidentially.

Transparency and Information Sharing

• Ensure project communities are well-informed about their entitlements, selection criteria, distributions, and available complaint channels.
• Distribute and explain printed materials (helpline cards, leaflets, posters) to beneficiaries during distributions and community consultations.

Monitoring, Reporting, and Learning

• Support Post-Distribution Monitoring (PDM), satisfaction surveys, and community consultations to triangulate data.
• Assist the MEAL Manager in integrating learning from feedback into project planning and reporting.
• Participate in field visits to monitor distribution activities and collect real-time feedback from beneficiaries.
• Ensure inclusive participation of women, elderly persons, people with disabilities, and marginalized groups.

Protection, Safeguarding, and Compliance

• Promote and uphold Mada’s Code of Conduct, Do No Harm, and PSEA principles in all field activities.
• Maintain confidentiality and sensitivity when handling all feedback, particularly in cases of protection or SEA allegations.
• Flag access issues and suggest adaptations to improve inclusion and dignity of beneficiaries, especially those with vulnerabilities.

QUALIFICATIONS

• University degree in social sciences, humanitarian affairs, development studies, or a related field.
• Minimum 1–2 years of experience in MEAL, accountability, protection, or related field.
• Demonstrated experience operating or supporting feedback and complaints systems.
• Excellent interpersonal and communication skills in Arabic; good English reading and reporting ability.
• Familiarity with mobile data collection tools (Kobo Toolbox, ODK) and Microsoft Office (especially Excel).
• Strong ethical standards and ability to handle sensitive information with discretion.
• Knowledge of accountability frameworks, safeguarding, and PSEA principles.
• Knowledge of the Beirut Southern Suburbs context is an advantage.