MEAL Accountability Assistant - Tel Afar - IQ Talent Marketplace

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfilment of the wish to return home. The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced. All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency. DRC has been operating in the Middle East and North Africa (MENA) region for over a decade, running a combination of emergency, livelihood, protection and advocacy programmes through Country Offices (COs) in Algeria, Libya/Tunisia, Syria, Iraq, Jordan, Lebanon and Turkey with a Regional Office (RO) in Amman. DRC has 17 offices and approximately one thousand staff members across the MENA region. Following an internal HQ restructuring, from 1st January 2018 the region is focusing on the Middle East, hence Algeria, Tunisia and Libya will transition to a new region during the course of 2018, while Yemen will join the Middle East region. 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 act in line with DRC’s vision.

Overall purpose of the role:

The MEAL Accountability Assistant’s primary function is to answer the DRC hotline, which is for beneficiaries to submit complaints and feedback. The Assistant will log and track all calls, ensuring that all received complaints and feedback are responded to and that all cases are closed in a given timeframe.  

Responsibilities:

General

• Having full knowledge on the DRC Code of Conduct and being able to distinguish when a complaint received is an issue for the Code of Conduct Committee
• Having full knowledge on the DRC accountability framework and how complaints and feedback fits with this.
• Having full knowledge on the Core Humanitarian Standards, particularly standard 5 “Complaints are welcomed and addressed” and how this should be implemented, tracked and reviewed.
• Train and educate DRC staff on DRC standards and the complaints and feedback mechanism. This includes during inductions for new staff, as well as throughout the course of any project being implemented.
• Handle all complaints in a sensitive, confidential and mature manner.
• Ensure full knowledge of project standards and methods, such as beneficiary assessment, scoring and selection, in order to provide correct information to callers.
• Liaise with project staff to ensure that all messages given are in line with project standards and operating procedures.

Hotline

• Assist the MEAL Team as the main person responsible for all feedback and complaints. This includes answering the hotline
• Tracking all hotline calls and forwarding the case to programme staff and managers for their resolve.
• Communicating back with beneficiaries on the outcome of their submitted complaint
• Being aware of issues of sexual exploitation and abuse (SEA) and ensuring that mechanisms are gender sensitive and SEA cases are handled in the right way
• Provide responses to requests for information, such as how to become a DRC beneficiary, or how beneficiary selection work.

Field based activities

• Accompany project staff to project activities, such as house to house distributions, group distributions and  assessments as required, to inform beneficiaries of the DRC complaint and feedback mechanism
• Checking feedback boxes on a regular basis and ensuring that feedback is logged and passed to the correct departments for address.

Data and Information Management

• Maintain up to date databases and records on all received feedback, complaints and requests for information.
• Conduct data entry, cleaning and analysis into programme databases and SurveyCTO systems under the guidance of the MEAL Team Leader

Reporting

• Provide monthly dashboard reports for management on all complaints and feedback received, ensutring to disaggregate data by location, sector, gender.

Other

• Conduct duties in accordance with DRC Iraq programme Standard Operating Procedures (SOPs);
• Conduct duties in accordance with DRC Code of Conduct.
• Ensure compliance with DRC AGD policy and AGD programmatic minimum standards. 
• Ensure compliance with the zero-tolerance to Sexual Exploitation and Abuse policy
• Any other duties as may be assigned by the Line Manager