Danish Refugee Council, one of the world’s leading humanitarian NGOs, is currently looking for a highly qualified Monitoring, Evaluation and Accountability Assistant. DRC selects the best qualified candidate for any role, based on pre-defined criteria, such as competencies, qualifications and values. We strive for diversity and inclusion in all our recruitments, by selecting the best suited candidate based on the requirements for the job without discriminating against age, gender, ethnicity, religion, marital status, those with a disability or similar

About the job

The MEAL Assistant is responsible for implementing activities related to accountability to the affected population (AAP), mainly focusing on community feedback mechanisms (CFM). This role will be based in Tripoli and involve regular visits to the field.

Your main duties and responsibilities will be:

Community Feedback Mechanism:

• Answer/listen to, process, and respond to community feedback and provide support to people with concerns who contact DRC CFM channels.
• Ensure a detailed and up-to-date log of all CFM inquiries is maintained in electronic form in compliance with GDPR and DRC CHF guidelines.
• Ensure that inquiries, feedback, and complaints are processed and responded to in compliance with DRC CFM standards and timelines to the satisfaction of the complainants.
• Continually identify opportunities to adapt and improve the community feedback mechanism and ensure inclusivity for different vulnerable groups (elderly, illiterate, children, etc.).
• Collaborate with program and field teams to ensure staff, partners, and communities are aware of the CFM channels, processes, and timelines associated with the CFM. Also, ensure they are comfortable using it to express their opinions, preferences, and needs.
• Develop content and messages, and conduct sessions to properly sensitize all PoC on the CFM.
• Manage the CFM centralized database, prioritize and resolve cases that exceed the timeline thresholds, and clean the database for inactive cases, incomplete, and incorrect entries.
• Ensure that CFM databases are up-to-date at all times.
• Run analysis on the CFM database to extract trends and information that can inform program decision-making and new project design.
• Run analysis and provide information on the effectiveness of the CFM to the PDQ Manager, to be included in donor reports, external coordination, and other internal updates.
• Carry out periodic reviews of the CFM, checking for PoC’s accessibility to the CFM and preferences, and collaborate with the MEAL Coordinator and the PDQ Manager to make relevant changes to the system to reflect and accommodate these preferences and needs.
• Present CFM findings at the Project review meetings, document the corrective actions agreed upon, and, with the support of the MEAL Coordinator/PDQ Manager, follow up on these actions.
• Work with the MEAL staff and IM to ensure AAP/CFM-related questions are factored into the relevant data collection tools.

Safeguarding of sensitive complaints

• Ensure immediate referral of sensitive cases on protection-related concerns and Code of Conduct to and through the appropriate channels according to the DRC CFM workflow and CoCRM procedures.
• Maintain the utmost confidentiality of all complaints received and processed.

Information provision and Community participation:

• In collaboration with programs and technical teams, ensure that PoC and other stakeholders have access to timely, relevant, and clear information about the organization and its activities.
• Establish and manage the direct information-sharing channel on WhatsApp.
• Record all information-sharing initiatives in the information provision record.
• Support and guide staff on how to use the information provision record.
• Work with program teams to ensure a project-specific leaflet and a question-and-answer (Q&A) document are in place upon starting each project.
• Continually aim to improve information sharing and participation with communities. Support the design and rollout of innovative methods that increase the engagement and participation of persons of concern and stakeholders.

Ensuring staff competency

• Proactively identify the training needs of DRC staff and partners and contribute to the development of new training materials as needed related to AAP.
• Conduct regular Code of Conduct (CoC) and CFM training for DRC staff.
• Conduct sessions on the Core Humanitarian Standards for staff and partners.

About You

Experience and technical competencies:

• Minimum 1 experience required.
• (Preferred) Previous experience working in the NGO sector or customer services.
• (Preferred) Previous experience conducting trainings and delivering capacity building.
• Excellent communication skills in Arabic and English.
• Good knowledge of Microsoft365 applications (Excel, PowerBi, PowerAutomate preferred)
• Ability to communicate key information in an easy-to-understand, informative, and collaborative manner.
• Good contextual knowledge of the local community and social/cultural constraints, realities, and organizational relationships.
• Strong organization, planning, and time management skills.
• Genuine care and respect for the needs of others, particularly vulnerable populations, with a strong belief in empowering marginalized and disenfranchised people.
• High integrity and willingness to conduct oneself transparently and open to scrutiny.

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 uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

• Contract length: 6 months
• Band: I
• Designation of Duty Station: Tripoli
• Start date: October 1st, 2024

Application process

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. All interested candidates are encouraged to apply using the link provided in the advertsiment .Applications sent by email or to other platforms will not be considered.

Closing date for applications: 18 September 2024

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