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الوصف: 

1. Purpose

CARE established its presence in Lebanon in 2006 and has been responding to the Syrian Crisis since late 2012. Among CARE’s key imperatives is putting people it serves first through implementing cutting edge programming in areas it operates. CARE currently carries out activities in Beirut, Mount Lebanon, Akkar, North Lebanon, South Lebanon, and the Beqaa Valley. CARE implements both emergency and development projects contributing to livelihood, food security, protection, gender, shelter, and water, sanitation and hygiene. It targets the most vulnerable people and populations, both host communities and refugees. Over the course of 7 years, it has supported over than half a million beneficiaries.

In Lebanon, CARE’s program strategy for the upcoming years will focus on strengthening and expanding its emergency response and capacity to provide basic assistance services while pursuing development projects in areas of food security and livelihood support, gender and protection. CARE intends to maintain its presence in all areas of Lebanon.
The purpose of the Accountability Assistant position is to ensure that all participants receiving assistance from CARE and its implementing partners during emergency response know their rights and entitlements, have access to information and participate in decisions that affects them leading to more effective programming. The role aims to ensure that program participants are satisfied with the services delivered in accordance with the humanitarian principles and can share their feedback and complaints about the programs. 
The Accountability Assistant will also be the first line of support to CIL helpline callers who might report sensitive information about GBV/PSEA/fraud which require prompt action. Additionally, she/he will conduct referrals and deliver Psychological First Aid to people in distress.

2. Reporting Lines

Accountability officer

3. Specific Duties and Responsibilities

Responsibility 1. Handling the Helpline

• Support in handling CIL’s helpline to assess callers’ profiles, needs, and vulnerabilities and provide the appropriate support and resources.
• Address stakeholders’ queries by providing respectful and professional responses to ensure clarity and support for all inquiries.
• Support in service mapping and coordinating with external organizations to provide community members with updated and accurate information.
• Refer the cases in need for assistance internally/externally and follow- up with the relevant focal points until case closure.
• Prioritize rapid response to GBV cases while maintaining confidentiality and a survivor-centered approach to ensure the safety and well-being of survivors.
• Offer Psychological First Aid by assisting callers in distress and providing immediate emotional support to stabilize their situation.
• Document and archive records by keeping clear and confidential records of callers to maintain accurate documentation and ensure follow-up when necessary.

Responsibility 2. Feedback and Accountability Mechanisms 

• Collect feedback and complaints from various channels (WhatsApp, feedback boxes, online forms, social media, email) to enhance service quality and accountability.
• Refer feedback and complaints to the relevant focal points ensuring that they are addressed, then following up until case closure to maintain trust and accountability.
• Perform regular data cleaning to ensure the accuracy and reliability of data collected through feedback and accountability mechanisms.
• Contribute to strengthening the AAP system by analyzing trends, documenting lessons learned, providing recommendations, and identifying gaps.

Responsibility 3. Field Work
• Do regular field visits to monitor the distribution/activity/outreach sites.
• Actively collect feedback from people during emergency focusing on their needs and limitations.
• Report back to line manager trendy observations, feedback analysis, and recommendations.
• Provide Psychological First Aid to people in distress on field.

4. Qualifications / special skills or knowledge

• Strong skills in Excel and experience with Kobo Toolbox data collection tool
• Experience in protection, case management and/or GBV programming including knowledge of the GBV survivor-centered approach, providing psychological first aid (PFA), handling referrals, and similar field/position is an advantage. 
• Extensive knowledge in humanitarian principles and humanitarian processes 
• Demonstrated communication skills and ability to liaise with affected communities especially during emergency.
• Demonstrated awareness and sensitivity to gender and diversity; experience and ability to live and work in diverse cultural contexts in a culturally appropriate manner; and capacity to make accurate self-assessment particularly in high stress and high security contexts. 
• Preferably trained on prevention of sexual harassment, exploitation and abuse (PSHEA). 
• Excellent organizational skills and ability to work independently, manage time and execute tasks
• Team player with strong interpersonal skills, with the ability to build strong internal relationships and networks. 
• Ability to work in fast changing environment and to multi-task and context-switch effectively between different activities and teams                    

b. Experience: 

At least  1-3  years of relevant experience, especially at NGOs, academic organizations, standard-setting bodies, public agencies focused on protection and gender

c. Academic background:

Bachelor’s degree in one or several of the following areas: social sciences, development, program evaluation, data science, research, or a related field

d. Languages: 

English and/ or Arabic are the working language of CARE International.

Knowledge of other languages is an asset.

5. Other contract elements

CARE International in Lebanon is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status.
CARE International in Lebanon and its employees and stakeholders abide by the CARE International Protection from Sexual Exploitation and Abuse (PSEA) and Child Safeguarding Policies. 

PSEA and Child Safeguarding Policies

CARE International in Lebanon is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status.
CARE International in Lebanon and its employees and stakeholders abide by the CARE International Protection from Sexual Exploitation and Abuse (PSEA) and Child Safeguarding