للتقدم للوظيفة : رابط الوظيفة من هنا. 

_______________________________________

توجيهات التقديم: 

Please apply by filling the form, applications received by email will be disregarded.

Due to the large number of applications, only shortlisted candidates will be contacted.

Please note that interviews may take place on a rolling basis

اسم الشخص المسؤول: 

[email protected]

Contact Person Position: 

HR Officer

البريد الالكتروني للشخص المسؤول: 

[email protected]

الوصف: 

GENERAL DESCRIPTION

Under the management of the MEAL manager, the Accountability assistant is the front-liner in the identification of vulnerable individuals in Lebanon to benefit from CDE projects. S/he will be responsible for handling the helpline, answering all inquiries, conducting internal and external referrals, follow-up of those referrals and reinforcing the network of partners in the area of intervention. S/he should maintain an updated service mapping and share information on available services to other departments. In addition, S/he will support strengthening accountability to affected populations through effective management of feedback and complaints.

MAIN RESPONSIBILITIES:

HELPLINE MANAGEMENT

• Hold helpline number assigned for the project, provided by CDE.
• Welcome the beneficiaries and present the project.
• Answer incoming calls and analyze each case to provide the caller with the relevant information.
• Investigate the eligibility of the calling beneficiary to register for the project and respond to any incoming inquiries.
• Ensure taking adequate necessary information from eligible beneficiaries and registers the information in databases using MS Excel prepared for the project.
• Update regularly the database using MS Excel that includes personal details, medical details and service needed. 

ACCOUNTABILITY AND COMPLAINTS MANAGEMENT

• Receive and log all feedback and complaints in the CFRM system
• Ensure proper categorization (feedback vs complaint) and grading
• Ensure timely acknowledgment of complaints through appropriate channels
• Follow up with relevant departments to ensure complaints are addressed
• Track status of complaints until closure
• Ensure confidentiality and data protection at all times

DATA MANAGEMENT AND REPORTING

• Monitor and report on the referral outcomes and update the referral dashboard monthly
• Evaluate the effectiveness of referral systems and make recommendations for improvement as needed.
• Document cases, fill forms and request all documents according to the internal procedure, and ensure a proper archiving and all relevant documents are available, and beneficiaries files are complete.
• Maintain and update CFRM database
• Support MEAL manager in generating regular accountability reports
• Identify trends and recurring issues in complaints and feedback
• Flag critical issues or patterns to the MEAL Manager

QUALITY & COMPLIANCE

• Ensure adherence to CFRM SOP and internal policies
• Support in training staff on CFRM procedures and tools

REFERRALS MANAGEMENT

• Receive referrals from different referral systems (helpline, email, RIMS, partners and other organizations…)
• Redirect the case internally to CDE team or refer externally to the proper stakeholders with defined cases priority.

• Identify the needs of CDE beneficiaries based on the multisectoral assessment and ensure that cases requiring external referrals are promptly referred and followed up with the identified external partner, using RIMS or the Inter-Agency Referral Form (IARF) via email.
• Update on a regular basis the service mapping and service providers contact list and share it with the relevant team members.

INTERNAL AND EXTERNAL COORDINATION

• With the support of the line manager and coordination with the technical team members and other relevant departments, organize meetings with partners/organizations concerning CDE eligible criteria, to strengthen the complementarity of intervention and agree on mutual and active referral processes and follow-ups.
• Coordinate with MEAL, program, medical, and other departments for cases follow-up
• Maintain good working relationships with various partners and stakeholders to ensure access to secondary health services.
• Work in collaboration with relevant staff, support in the design, implementation and dissemination of communication materials including leaflets, educational material, accountability posters, flyers… and participate in community events and awareness campaigns to ensure CDE visibility and communication of services as needed. 
• Promote awareness of CFRM channels among beneficiaries when needed
• Support field teams in documenting feedback and complaints
• Participate in regular team meetings and training sessions.
• Support the Meal Manager conduct accountability assessments across contracted hospitals.

Other

• Translates verbally and by writing when necessary.
• To support any activity that helps to reach CDE humanitarian goals and project objectives.
• Any other tasks as requested by the MEAL manager.

Education:

Bachelor’s degree in social field, Information management or any similar field. [Required]

Additional training in Monitoring and Evaluation (M&E), Accountability, Protection, or related areas is an asset.

Experience:

• Minimum of 2 years of experience in accountability or related functions (e.g., MEAL, AAP, CFRM), preferably within humanitarian or development contexts
• Proven experience in call operations and data collection. [Required]
• Experience in the humanitarian sector [Required]
• Knowledge of referral systems and working Experience on RIMS [Required]
• Ability to work with people from different backgrounds/nationalities.
• Experience working with refugees is a plus.

Competencies:

Personal skills:

• Excellent communication and active listening skills [Required]
• Strong organizational and multitasking abilities, with the capacity to manage and prioritize a high volume of calls and referrals and competing priorities.
• Able to work within a team and under stress [Required]
• Confidentiality and ethical handling of sensitive data

Skills:

• Fluent in Arabic (speaking, writing, reading) [required]
• Strong commands in English [required]
• Knowledge of French is a plus.

• Good command of Microsoft Word and Excel. [required]

CDE always ensures its team members:

• Are driven to answer beneficiaries’ needs
• Works in line with the humanitarian principles and CDE’s values
• Respects at all-time CDE’s procedures in place
• Have a sense of teamwork in multicultural context
• Maintain confidentiality of work

ملاحظة:

دليل مدني، شبكة المجتمع المدني، يوفر للمنظمات منصة لنشر الوظائف, وليس مسؤول عن عملية التوظيف. كل منظمة مسجلة على دليل مدني هي مسؤولة بشكل فردي عن منشوراتها وعن عملية التوظيف.

• Printer-friendly version

La Chaîne de l'Espoir

آخر تاريخ التحديث: 

28 أبريل, 2026

قطاع(ات) التدخل:الصحة

آخر مهلة للتقديم:الثلاثاء, 5 مايو 2026

نوع العقد:دوام‬ ‫كامل‬

مدة الوظيفة:12 months renewable based on performance and availability of funds

الراتبAs per CDE's salary scale

نطاق الراتب:بين 1500 و 2000 (دولار أمريكي)

درجة التعليم:بكالوريوس

تفاصيل درجة التعليم:Bachelor’s degree in social field, Information management or any similar field.

متطلبات الخبرة:بين سنتين و3 سنوات

اللغة العربية:بطلاقة

اللغة الانكليزية:بطلاقة

اللغة الفرنسية:بدائي

البلد/المدينة: 

• Lebanon
• بيروت