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.
Contract length: 9 months (with the possibility of extension)
Salary Band: H
Start date: Oct 1st, 2021.
Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for Nationals; please refer to drc.ngo under Vacancies. .
- Promote awareness of employees, beneficiaries and stakeholders about our complaint and feedback mechanisms through meetings, sessions, and presentations.
- Ensure all complaint channels (hotlines, SMS, complaint boxes, service desks) are available, operative, and responsive at Ninawa DRC Offices, centers, and locations. This includes the facilitation of FGDs to learn about beneficiary experiences, and preferred methods for accountability.
- Propose to the Area Management and PMs changes to help improving the Awareness and Response time of Accountability Mechanisms.
Complaint and feedback Process:
- Support in preparing accountability tools in collaboration with Program teams and MEAL Managers like information-sharing with communities, Corruption risk assessment tool, CFRM materials, project information and community feedback materials etc.
- Together with the MEAL Team leader/Manager, update and improve the standards and processes for handling complaints and feedback.
- Establishing, and improving existing referral pathways where needed, and ensuring constant development and progress (i.e., Waiting list).
- Identify main bottle necks for the reduction of response and feedback time for complaints.
- Maintain the accountability dashboard (Power BI, excel) to track indicators (Registrations, Days for response, Satisfaction, Awareness).
- Identify and communicate trends in the indicators and flag them to the respective Project Manager, Area management and MEAL team.
- Trace accountability workplan per active project in Ninawa governorate and track, revise, update the implementation on daily basis.
- Ensure all received feedback, complaints, and requests for information through the hotline and other FCRM channels are registered in the DRC online platform, producing monthly dashboard reports by theme and location.
- Refer the complaints, feedbacks, and requests for support to the relevant manager, and track the completion and closure of each complaint, ensuring protection and confidentiality of complainants.
- Ensure responses are relevant to the original complaint received.
- Update UNOPS about the services available by DRC.
Monitoring, Evaluation and Learning
- Support the work of the wider MEAL team where necessary in Ninawa governorate, as determined by the MEAL Team leader, tasks may include:
- Planning and conducting field-level data collection and analysis using different techniques including site monitoring, household surveys, market assessments, focus group discussions and key informant interviews.
- Conduct training and supervision of enumerator teams, including checking questionnaires for reliability and consistency.
- Support the analysis of qualitative and quantitative data, writing and compiling reports to inform program development and implementation.
- Take part on the business committee selection panel.
Experience and technical competencies: (include years of experience)
- Minimum of 3-year experience in humanitarian and development context, with a specific focus on developing and implementing Accountability mechanisms i.e. Complaints & Response Mechanism, information sharing, community participation and Monitoring and Evaluation.
- Detailed understanding on the implementation of accountability standards i.e. Core Humanitarian Standard (CHS) and Accountability to Affected Population (AAP)
- Experience in conducting capacity building events on accountability standards i.e. CHS & APP.
- Competence using information technology including experience with word-processing, spreadsheets, and database software.
- Highly developed analytical and reporting skills.
- Excellent communication skills (reading, writing, speaking).
- High integrity and willingness to conduct her/himself transparently and open to scrutiny.
- Strong empathy skills and genuine care and respect for needs of others especially female refugees and people with special needs.
- Ability to respect and maintain confidentiality.
- Ability to write reports and communication pieces (English and Arabic).
- Excellent organizational skills, ability to determine priorities and attention to details.
- Demonstrated interpersonal skills, sound judgment, planning and team building and facilitating skills.
- Ability to work in a multicultural context as a flexible and respectful team player.
- Willingness and capacity to work in the field and travel frequently to project sites when needed.
- Proven experience in development of Accountability systems and tools for an INGOs.
- Experience in training and capacity-building of staff.
- Commitment to humanitarian principles and values.
- Understanding of gender, protection, and human rights.
Education: (include certificates, licenses etc.)
Relevant university degree or similar education in Social Work, Protection or other related field.
Languages: (indicate fluency level)
- English (fluent)
- Arabic (fluent)
- Kurdish (desirable)
Key stakeholders: (internal and external)
- Area MEAL team
- Country MEAL team
- Area Management
- Project Managers
All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.
Interested? Then apply for this position by clicking on the apply button.
Closing date for applications: 23-09-2021
If you have questions or are facing problems with the online application process, please visit drc.ngo/jobsupport
For further information about the Danish Refugee Council, please consult our website drc.ngo