Accountability Officer

World Vision, Mansourieh, Lebanon

Skill Required:, Finance and Accounts
Preferred Experience: 
2 years of relevant work experience
Closing Date for Applications: 
16th May, 2019

Job Description


The purpose of this position is to support in rolling out the Accountability system in World Vision Lebanon programming and effectively managing the information collected through this system. This will involve training staff and conducting regular follow up on received feedback/complaints at relevant levels of the organization, and externally where appropriate in order to ensure that adequate and timely response is provided. The Accountability Officer will be working closely with the Accountability Coordinator to ensure adequate documentation and usage of data generated from the Community Response Mechanism (CRM).


  • Major Activities
  • End Results Expected
  • Support the Accountability Coordinator in designing and rolling out an effective Accountability system for WVL, covering all areas.
  • The Accountability system is in place and functional in all Area Program of WVL.
  • Validate feedback and complaints received through different channels, ensure proper follow up is done/appropriate action is taken (by the relevant/responsible department), and complaints are closed after providing complainants with the response/feedback.
  • Send weekly reports.
  • All complaints are registered in the database with relevant information.
  • Proper follow up on complaints received is done regularly.
  • Complaints are closed within the timeframe, and feedback/response is provided to complainants.
  • Reports are shared on time.
  • Work closely with the CRM Officer to provide updates regarding the status of registered cases (complaints and referrals) and action taken (by the responsible department) to solve them.
  • Q&As are in place.
  • The CRM database is updated with relevant information on a regular basis.
  • Coordinate with the Accountability Coordinator and responsible project staff for the development of information sharing materials.
  • Handle the help desk for feedback and complaints during distribution activities as per donor requirements.
  • When needed, ensure the recruitment and training of casual workers to handle the helpdesk
  • Raise awareness and provide information regarding Accountability system and channels.
  • HA tools are updated and in place.
  • Helpdesk is always present during distribution and handled by the Accountability officer or trained casual worker.
  • Information regarding the Accountability system and channels is provided to WVL beneficiaries on a regular basis .
  • Support in staff capacity building and training provision on the new Accountability system and guidelines.
  • Staff capacity is built and refreshers are provided when needed.


  • University degree in a field related to psychology or social work.
  • Good critical thinking, able to come up with innovation solutions, strong problem solving skills.
  • Good analytical and writing skills.
  • Good interpersonal skills and, abilities to work as a team.
  • Computer literacy; Strong computer skills including Word, Excel, PowerPoint
  • Ability to integrate teams of professionals around common goals.
  • Computer literacy; Strong computer skills including Word, Excel, PowerPoint
  • Effective in written and oral communication; in English and Arabic.
  • Required to have minimum 2 years driving license
  • Personal Management including initiative, self-motivation and direction.
  • Ability to set priorities and undertake new tasks quickly
  • Ability to communicate effectively with a wide range of audiences
  • Willing to work at odd hours when necessary
  • Cross –cultural sensitivity, flexible worldview, emotional maturity and physical stamina.
  • Ability to work in and contribute to team building environment
  • Ability to maintain performance expectations in diverse cultural contexts, psychologically stressful environments and physical hardship conditions with limited resources
  • At least one year experience in a similar job.
  • Be prepared to visit implementation sites, meetings and trainings located in different Governorates in Lebanon, as required.
  • A minimum of 40% of time spent on the field.


Recommend your friend

Copyrights 2017. All rights reserved | Technology Partner: Indev Consultancy Pvt. Ltd