Accountability Coordinator – Lebanon

About the role

The Accountability Coordinator will lead the operationalisation of the Community Helpline in Lebanon, ensuring it is adapted to local contexts, trusted by beneficiaries, and widely used. The role involves overseeing SOP compliance, training staff and partners, and conducting outreach to make the helpline community‑driven.

Key responsibilities

• Oversee the Community Helpline, ensuring accessibility, trust, and utilisation.
• Conduct regular quality checks to verify adherence to Standard Operating Procedures.
• Train NRC staff, volunteers, contractors, and partners on accountability standards and communication channels.
• Design and deliver outreach and awareness sessions for communities.
• Manage line‑management duties for directly reporting staff, including performance management, recruitment, induction, and duty of care.
• Coordinate dissemination of accountability information and handle service requests and complaints in line with SOPs.
• Contribute to drafting and updating NRC’s Accountability Framework and Helpline SOPs.
• Ensure compliance with NRC policies, donor requirements, and protection mainstreaming guidelines.

Required profile

• Experience in managing accountability mechanisms or community helplines within humanitarian settings.
• Proven ability to lead and supervise staff, including performance management and recruitment.
• Strong understanding of SOP development, quality assurance, and reporting.
• Excellent communication skills for training, outreach, and stakeholder coordination.
• Ability to work collaboratively with volunteers, contractors, and partner organisations.

Required skills