Background

The purpose of this role is to provide essential support to NRC programs focusing on promoting accountability to beneficiaries with the objective of empowering communities and obtaining feedback on NRC projects leading to improved quality and impact. The incumbent will work very closely with the Accountability Officer as well as all concerned project beneficiaries in establishing accountability mechanisms..

1. Role and responsibilities

Generic responsibilities 

1. Adhere to NRC policies, tools, handbooks and guidelines.
2. Ensure proper filing of documents as per the NRC standard.
3. Any other task requested from time to time.
4. Answer/Listen, process and respond to feedback and complaints through various mechanisms (hotline, SMS, WhatsApp, , , etc.), and refer to accountability Officer.
5. Provide ideas recommendations on strengthen the accountability mechanisms.
6. Keep an up-to-date information about NRC progrmmes.

Specific responsibilities

1. Supporting the CO Accountability Officer by providing the necessary information to beneficiaries on NRC, project details and beneficiary entitlements. This will include drafting standardized and project specific information packs and will be delivered verbally or through posters / other mechanisms.
2. Compliance and adherence to NRC policies, guidance and procedures
3. Logging feedback received on a daily basis, sharing the complaints log with the accountability Officer on Daily/weekly basis and processing feedback in a professional and timely manner according to the established system, ensuring that feedback are logged and addressed and that serious feedback/complaints relating to abuse, exploitation and corruption is referred appropriately.
4. Follow up Responses from Program teams to be communicated back to beneficiaries, and guide beneficiaries that seek help (information, assistance or feedback).
5. Keep an up to date management of  the feedback & accountability database and provide the necessary report to Area Offices.
6. Ensure coordination on accountability activities, including the development and use of information materials and the establishment of a pilot complaints response mechanism with support from CO -Accountability Officer.
7. Support the M&E  at field offices, implementing accountability assessments in the targeted communities according to NRC accountability standards.
8. Writing weekly/monthly report to the CO Accountability Officer indicating the accountability mechanisms established and status in each area of intervention and detailing key successes and challenges.

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position:

• Familiar with NRC Core competencies and type of interventions in in place.

Internal interfaces

• IT
• HR
• Programs
• Area Offices

1. Competencies

1. Professional competencies

• Degree/Diploma in any field.
• Fluent in Arabic language and very good knowledge of English.
• Computer literacy of using Word and Excel (ability to handle texts and databases).
• Good organizational skills, the ability to pay close attention to detail and capable of reporting in a timely manner.
• Previous experience from working in complex and volatile contexts, at least 1 year.

Context related skills, knowledge and experience:

• Excellent verbal and written communication and relationship building skills.
• Ability to interact well with people (including children) and proven experience of building strong relationships with community members
• A confident, flexible and initiative-taking attitude with the ability to work independently, to be proactive in working with others
• Commitment to and understanding of NRC aims, values and principles.
• Computer skills (common Microsoft Windows and Office applications).
• Ability to work under pressure and meet deadlines.

2. Behavioral competencies:

• Keen sense of compliance with policy and procedure
• Handling insecure environment
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect
• Highly confidential
• Good cultural awareness and sensitivity
• Strong organizational and team working skills

1. Performance Management

The employee will be accountable for and evaluated on the responsibilities and the competencies, based on NRC’s Performance Management Framework. The following documents will be used for performance reviews:

• The Job Description
• The NRC Competency Framework
• The Work and Development Plan in NRC People.
• The End-of-trial Period Performance Review in NRC People.
• The End-term Performance Review Template.

The Norwegian Refugee Council (NRC) Geneva leads NRC’s representation with the IASC and UN agencies, and coordinates donor engagement with the UN and Swiss donors. NRC strives to assist and protect vulnerable and displaced people during crises, especially in situations of conflict. Established in 1946, NRC is an independent, humanitarian, non-profit, non-governmental organisation working in around 31 countries with approximately 14’000 staff. NRC employs a rights based approach, challenging those with responsibility to uphold the rights of displaced people set out within national and International Laws. NRC endeavors to secure the acceptance of local stakeholders for activities and is committed to the principles of humanity, neutrality, independence and impartiality.

NRC seeks to engage with all relevant actors in order to promote the full respect for the rights of displaced and vulnerable people; secure and maintain access for humanitarian operations and promote the achievement of durable solutions. NRC Geneva, with the Internal Displacement Monitoring Center (IDMC), are NRC’s primary presence in Geneva.