All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity and accountability. These attitudes and beliefs shall guide our actions and relationships.
1. Role and responsibilities
NRC seeks to enhance its accountability and impact by regularly engaging with affected communities and its beneficiaries in order to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the understanding of the consequences of its programming. NRC works through an established centralized, transparent and widely communicated complaints, response and feedback mechanism (CRFM).
The purpose of the accountability team leader is to lead and manage the NRC’s accountability system and ensure complaints and feedback are adequately handled. The team leader will lead in communicating to the programme team on a timely basis to ensure complaints are addressed as per internal SOPs and feedback loops are closed. In addition, support the country office in organizing capacity building and training/refresher training sessions as and when required.
Generic Responsibilities
– Management of project staff
– Implement plan of action for delegated portfolio of support function’s projects (activities, budget and project documentation).
– Day to day follow of progress in project implementation.
– Ensure adherence and compliance with NRC policies, support function tools, handbooks and guidelines.
– Ensure that projects target beneficiaries most in need, and explore and assess new and better ways to assist.
– Promote and share ideas for technical improvement.
– Prepare periodic progress reports and other documents.
– Ensure capacity building of project staff and transfer of key skills.
– Liaison and collaborate with relevant local authorities and stakeholders.
– Promote the rights of internally displaced/returnees in line with the advocacy strategy.
– Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.
Specific responsibilities
1. Manage and be primary contact for NRC Jordan’s CRFM system.
2. Develop/build upon existing Standard Operating Procedures (SOPs) for CRFM within the country office.
3. Triage all complaints received by NRC, transfer to relevant parts of NRC, and ensure that complaints are properly responded to in a timely manner by the Country Office
4. Coordinate processing and provision of response, specifically in relation to confidential complaints mechanisms i.e. complaints boxes.
5. Lead in data analysis for producing regular internal (and external) reports on CRFM complaint trends, response procedures, and relevant issues.
6. Communicate and disseminate NRC CRFM standards and guidelines within NRC.
7. Present the summary of CRFM findings to programme team and CMG on a regular basis.
8. Coordinate with HR and Safe Programming team to ensure that NRC has in place procedures to ensure response to sensitive complaints received.
9. Ensure accountability related questions are included in outcome monitoring exercises and analysis of the collected information.
10. Manage the team, identify capacity building opportunities and provide training, and mentoring of the staff working on CRFM.
Critical Interfaces
By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are
– Relevant core competency implementation staff
– Core Competency Specialists
– SIP coordinator
– Human Resources
– Country Management Group
– M&E department
Scale and scope of position
– Staff: 5
– Stakeholders: None
– Budgets: None
– Information: Accountability database
– Legal or Compliance: None
2. Competencies
Competencies are important in order for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:
2.1. Professional Competencies
Generic professional competencies for this position:
– Experience from working within technical expertise area in a humanitarian/ recovery context.
– Experience in one of the following: community engagement, meaningful access, inclusion
– Previous experience from working in complex and volatile contexts.
– Documented results related to the position’s responsibilities.
– Knowledge about own leadership skills/profile.
– Fluency in English, both written and verbal.
Context/specific skills, knowledge and experience:
– Qualification requirement: Bachelor degree or equivalent
– Years of Experience: 4
– Knowledge of the refugee context and NGO work
– Experience in planning and people management
– Experience in data analysis and reporting
– Strong analytical and communication skills
– Experience and ability to train others and transfer knowledge
– Excellent communication and coordination skills
– Experience in PowerBi, Microsoft PowerPoint and Excel.
2.2. Behavioral Competencies
– Planning and delivering results
– Working with people
– Handling insecure environments
– Analyzing
– Communicating with impact and respect
– Coping with change
3. Performance Management
The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:
– The Job Description
– The work and Development Plan
– The NRC Competency Framework
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