JOB DESCRIPTION

1. Scope

1. Context

About Relief International

Relief International (RI) partners with communities impacted by conflict, climate change, and disaster to save lives, build greater resilience and promote long-term health and well-being.

Currently, RI is active in 15 countries around the world, including some of the most fragile: Afghanistan, Iran, Iraq, Jordan, Lebanon, Myanmar, occupied Palestinian territory (oPt), Pakistan, Philippines, South Sudan, Sudan, Syria, Turkey, and Yemen.

Relief International includes the four corporate members of the RI Alliance: Relief International Inc., Relief International-UK, Relief International-France and Relief International-Europe Under our alliance agreement, we operate with a single, shared management structure.

About our Country Program/ Regional Programs

Relief International has been implementing programming in Jordan since 2004, in the wake of the Iraqi refugee crisis and are currently actively engaged in the response to the Syria refugee crisis in Jordan, including provision of services to both refugees and the host community. Currently, Relief International’s portfolio in Jordan focuses on the education and livelihoods sectors the host community and the camps. Relief International also values coordination with other agencies and the government of Jordan and takes leadership roles within the response as relevant. Due to funding challenges, Relief International scaled down in Jordan starting in late 2023 but is now in the process of rebuilding the country program based on new anticipated funding commitments.

Middle East Region

RI operates in seven countries in the Middle East region:  Iraq, Jordan, Lebanon, occupied Palestinian territory (oPt), Syria, Turkey and Yemen, with a focus on the four RI sector pillars: Health, WASH, Education and Economic Opportunity.  We employ more than 4,000 staff (direct and indirect) in the Middle East region and implement a range of humanitarian and development programs valued at approximately $70 million USD on an annual basis.

1. Job Profile

Under the direct supervision of the MEAL Coordinator, the Accountability and Safeguarding Officer oversees, manages, and strengthens RI’s safeguarding and accountability services - including the Feedback, Complaints, and Response Mechanism (FCRM) - in compliance with organizational, regional, and country program policies and best practices. Position responsibilities include establishing and delivering feedback and complaint services; handling collection, analysis, and presentation of data for decision-making; and developing individual and organizational knowledge on Accountability and Safeguarding. The position requires an active/strong engagement and the ability to establish solid working relationships across programming and other senior management units.

1. Key responsibilities

Accountability and Complexity

• Accountable for the establishment of an effective FCRM system that adheres to internal standards and responds to RI’s obligations towards donors and affected communities.
• Ensure proper and efficient handling of any complaints from affected communities, including those related to safeguarding.
• Ensure Holistic Implementation of Safeguarding Policies and Procedures and Facilitate the Structural Embedding of Safeguarding Across Country Operations (In Coordination with the Safeguarding Focal Point). Support local partners in prioritizing and systematize accountability and safeguarding.

Lead Development and Maintenance of Accountability Practices:

• Ensure that RI’s FCRM minimum standards are met and proactively advise on accountability best practices (risk analysis, mitigation measures, FCRM systems, referrals, etc.) for new program proposals, as well as during program kick-off and strategic discussions.
• Draft the accountability section of all programmatic progress reports and new proposals.
• Align the country-level FCRM processes and tools and develop the FCRM strategy for each program in close coordination with the Project Manager(s) based on accountability matrices assessments.
• Develop a FCRM checklist for ongoing and upcoming projects to ensure incorporation of FCRM in projects.
• Incorporate protection safeguards, supervise implementation, and take corrective measures.
• Proactively coordinate and lead the consultations with stakeholders to inform system design and accountability and safeguarding implementation with the MEAL department.

Manage the Feedback, Complaints, and Response Mechanism:

• Develop and maintain updated FCRM Standards of Procedures (SoP) including referrals process.
• Develop necessary information, education, and communication materials on accountability for internal and external use.
• Coordinate with program teams and partners to ensure the communications and dissemination of FCRM communication materials as appropriate to program participants and other stakeholders throughout program activities.
• Manage set up and operation of communication channels in collaboration with relevant team members.
• Establish and administer safe reporting channels to be in use by beneficiaries and staff members.
• Work closely with the Awards and Partnerships Department to support partners to implement and maintain accountability activities and systems and set the needed plans accordingly.
• Process accountability focused data and implement activities to raise participants’ awareness on RI’s values, expected behavior from staff, FCRM and available reporting channels
• Ensure complaints are well documented through daily data entry
• Ensure confidentiality for all the complaints and feedback received through any channel and always protect participants’ identities.
• Update the internal and external services mapping of actors on a quarterly basis, in collaboration with program teams.
• Incorporate accountability and referrals related indicators into each project.
• Ensure initiating review process of feedback and complaints internally according to FCRM SOP process and facilitate reporting back to complainers.
• Provide analysis sheets and dashboards for the received complaints and feedback along with referrals made
• Provide feedback analysis narrative reports to be utilized internally and in donors’ reporting packages.

Safeguarding:

• In close coordination with HR, responsible for training new hires (Direct and Indirect Staff) on Safeguarding Essentials and Combatting Trafficking in Persons; responsible for training  Partners (i.e PHCCs, Local NGOs, Service providers) on Safeguarding; and ensure that the needed annual refresher sessions are implemented in alignment with a clear plan which is set for the Country Office; assist in developing Safeguarding presentation material, when needed.
• Actively participate in reporting Safeguarding Incidents through RI’s Incident Management portal. When needed, and in close coordination with the primary Safeguarding focal point for the Country Office, act as the point of contact with GSO regarding Safeguarding Incidents and actively participate in investigations and developing the needed documentations accordingly.
• Actively participate in the completion of Safeguarding Audits requested by GSO; support in the completion of Safeguarding Audits requested by Donors in coordination with CO safeguarding focal point;
• Set the needed plans to advocate for and raise awareness of safeguarding and the Incident Reporting Guidelines (with staff, participants) through various channels (voice messages, emails…etc).
• Monitor, communicate, and report on overall progress of the program from a safeguarding lens and ensure key stakeholders and senior leaders remain updated and informed.
• Complete an annual country risk profiling exercise – mapping internal and external safeguarding risks.
• Actively participate in following up on the annual safeguarding action plan in close coordination with the Safeguarding primary focal point for the CO and relevant program team members and promote RI’s commitment to ensuring the safeguarding and safety of the vulnerable communities we serve.
• Act as a resource to survivors and help ensure their safety, security, and well-being when referring survivors to support services or when conducting follow-up.
• Within the office, the Accountability and Safeguarding Officer shall actively promote the Incident Reporting and Management policy – ensuring that posters and other awareness raising materials are visible and that staff are aware of what incidents must be reported in accordance with policy.
• Take appropriate measures to ensure safety and confidentiality of incidents and issues reported.
• Reporting any incident of concern to the Country Director or SMT without delay

Behavior and conduct

• Ensures that behavior inside and outside of work promotes the values in RI’s code of conduct and safeguarding policies.
• Acts with integrity and holds themselves accountable for being respectful, inclusive and professional.
• Reports any concerns.

Leadership:

• Ensure the highest standards of behavior inside and outside of work promotes the values in RI’s code of conduct and safeguarding policies.
• Be a model for ethical conduct standards for other team members.
• Embrace diversity, and model inclusive and equitable behaviour.
• Ensure own actions and the actions of the teams’ members they manage do not adversely impact the safety of the RI team and the vulnerable communities we serve.
• Ensure donors, partners and communities are aware of RI conduct and reporting mechanisms.
• Ensure safeguarding is embedded in all the work we do.
• Be responsible for ensuring a culture and systems in place for reporting.
• Report any concerns.

1. Person Specification

Skills, knowledge and expertise required for the role.

Essential criteria

• Bachelor degree in relevant field
• Minimum of 2-3 years professional experience in relevant field – i.e. MEAL, accountability, safeguarding, case management.
• Fluency in Arabic and good level of English (written, spoken)
• Previous experience with program design, planning, management, information management, and protection
• Experience with multi-disciplinary teams.
• Excellent interpersonal and communication skills.
• Working knowledge of monitoring and evaluation systems and tools.
• Demonstrated ability to effectively analyze, interpret and present data.
• Excellent writing and editing skills.
• Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as Smartsheet/Kobo).
• Strong self-initiative, and ability to be flexible under pressure and lead team in fast-paced environment.

1. RI Values

Guided by the humanitarian principles of humanity, neutrality, impartiality, and independence, as well as “Do No Harm,” Relief International Values:

• Integrity
• Adaptability
• Collaboration
• Inclusivity
• Sustainability