MEAL Officer (Accountability)
Erbil- Country Office with frequent travel to field offices
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.
In 2003, following the start of foreign military operations in Iraq, DRC became one of the first organisations to provide humanitarian assistance in the country, and now operates in 11 governorates, including Anbar, Baghdad, Babel, Diyala, Duhok, Erbil, Karbala, Kirkuk, Najaf, Ninewa and Salah-al-Din.
About the job
The MEAL Officer (Accountability) will be responsible for ensuring that areas of accountability are understood and implemented in each of the area offices. This includes informing beneficiaries of the available complaint mechanisms, managing complaints at a national level and feedback mechanism and ensuring it is understood and disseminated through all DRC projects in the area. S/he will be responsible to fulfil accountability requirements under the Core Humanitarian Standards, particularly standard 5 “Complaints are welcomed and addressed”.
- Promote awareness of employees, beneficiaries and stakeholders about our complaint and feedback mechanisms through posters, leaflets, meetings and presentations.
- Produce and improve accountability awareness material (Slides, posters, leaflets, cards).
- Ensure all complaint channels (hotlines, SMS, complaint boxes, service desks) are available, operative, and responsive at all DRC Offices/locations. This includes the facilitation of FGDs to learn about beneficiary experiences, and preferred methods for accountability.
- Propose to the Area Manager and PMs changes to help improve the Awareness and Response time of Accountability Mechanisms.
Complaint and feedback Process
- Together with the MEAL Managers, 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 for Econ Rec.)
- 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 manager and MEAL team.
- Undertake desk research and peer reviews of other similar organization's accountability systems. Suggesting improvement on DRC practices.
Operation of Female Complaint Hotline.
- Register all received feedback, complaints and requests for information in the DRC online platform, producing monthly dashboard reports by theme and location.
- Refer the complaints, feedbacks and requests for support to the relevant manger, 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 with input from sector coordinators
Monitoring, Evaluation and Learning
- Suport the work of the wider MEAL team where necessary in the KRI area, as determined by the MEAL Manager. For example, 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 programme development and implementation.
- Take part on the business committee selection panel.
- Reporting to: MEAL Manager
Experience and technical competencies:
- Minimum of 1 year programming experience in humanitarian and development context, with a specific focus on Accountability, Protection, Monitoring and Evaluation.
- 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 detail a must.
- 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.
- Experience of working with UN or Non-Governmental Organizations.
- 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.
- Relevant university degree or similar education in Social Work, Protection or other related field
- English (fluent)
- Arabic (fluent)
- Kurdish (desirable)
- Country Office MEAL team
- Area Management
- Project Managers
- Peers in other organizations
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 and values.
Contract length: 6 months
Designation of Duty Station: Erbil- Country Office with frequent travel to field offices
Start date: 1 January 2020
Interested? Then apply for this position by clicking on the apply button.
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.
Closing date for applications: 19-November-2019
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