Accountability Assistant – Community Feedback Management

About the role

The Accountability Assistant will manage DRC Lebanon’s community feedback mechanism, serving as the focal point for nationwide beneficiary complaints, feedback and communication channels. The role works closely with Programme and MEAL teams to ensure timely, accurate responses and to support learning and adaptive programming.

Key responsibilities

• Manage DRC’s community feedback mechanism across hotline, email, in‑person and other channels.
• Receive, process and respond to beneficiary feedback, complaints and information requests in a timely manner.
• Record and classify feedback data in DRC’s information systems (CFM tracker, RIMS, databases) ensuring data protection standards.
• Refer feedback to relevant teams, follow up and ensure the feedback loop is closed.
• Conduct regular field visits to monitor CFM channel functionality and prepare monthly CFM reports.
• Deliver training on Accountability to Affected Populations (AAP) and CFM to staff and partners.

Required profile

• Bachelor’s degree in social sciences, information management, statistics, public administration or related field.
• Minimum 1 year experience managing community feedback mechanisms in an NGO setting.
• Familiarity with DRC’s Referral Information Management System (RIMS) preferred.
• Experience with qualitative and quantitative research methods and data analysis.
• Proficiency in spoken and written Arabic and English.

Required skills

• MS Excel
• RIMS
• KoBo data collection tools
• Data entry and data quality assurance
• Data analysis