INTERSOS Organization

Accountability Assistant (Female) – Mosul And Tikrit – (NWA/001)

Job Expired

Job Overview

INTERSOS is an international, non-profit, humanitarian organization on the front line of emergencies, bringing assistance to victims of armed conflicts, natural disasters, and extreme exclusion with particular attention to the protection of the most vulnerable people. Since 1992 our humanitarian workers have been helping people affected by humanitarian crises: we provide first aid, food, shelter, medical assistance, and basic goods. We ensure that basic needs, such as education, access to clean water, and health assistance, are met.

Position Accountability Assistant
Reports to Accountability Manager
Supervise N/A
Status Full Time
Duty Station Roving between Ninewa and Salah Al-Din governorates

Under the responsibility of the Accountability Manager – MEAL department, the Accountability Assistant is responsible for the implementation of activities related to Accountability to Affected Population (AAP). As such, he/she will ensure coherent and timely responses to feedback and complaints from project stakeholders.


Ethic and professional practice:

  • Display a high commitment to confidentiality and data protection.
  • Address beneficiaries’ feedback and complaints in a professional manner and provide accurate information on INTERSOS programs and CFRM
List of tasks and responsibilities:

Management of Community Feedback Mechanism (CFRM)

  • Respect and follow the CFM procedures as defined in INTERSOS SOP
  • Responsible for handling the hotline and respecting the procedures defined in INTERSOS SOP
  • Responsible for handling the help desk for each distribution when necessary and ensuring accountability visibility
  • Ensure the installation of the complaint boxes in place where needed and as requested by the Accountability Manager
  • Collect the complaints from the complaint boxes on a monthly basis
  • Responsible for recording all complaints and feedback received in the dedicated database
  • Forward the complaints to the concerned persons as per INTERSOS SOP
  • Ensure the follow-up on the non-sensitive complaints received and in coordination with the concerned persons ensure that they are closed on time as per INTERSOS SOP
  • Highlight any challenges/delays in closing cases to his/her manager
  • Responsible for informing his/her manager immediately in case of sensitive complaints received.
  • Report back any problems and constraints encountered during the course of the activities to his/her manager

Accountability survey and field visit

  • Ensure satisfaction survey on a regular basis as per the MEAL plan and requests from his/her manager
  • Support on any accountability survey as requested by his/her manager
  • Ensure regular field visits to monitor accountability materials in the field (complaints boxes, posters etc)

Training and awareness on CFRM

  • Participate in training of program staff on CFRM with the support of the Accountability Manager 
  • Inform project stakeholders about the Community Feedback Mechanisms through regular field visits and distribute CFRM cards when needed
  • Ensure regular awareness of CFRM to INTERSOS program staff and the beneficiaries
  • Update the CFRM tracker regularly. 


  • Participate in improving project implementation by sharing feedback received to his/her manager
  • Participate in improving accountability tools and mechanisms by sharing his/her recommendations with the Accountability Manager
  • Participate in the learning workshops


  • Provide written reports to the Accountability Manager following the field visit
  • Participate in satisfaction survey and the community’s preferred mechanism reports 


  • Support the MEAL team with tasks as needed, such as data collection, data verification, field observation, and any other tasks assigned by the MEAL Coordinator/Accountability Manager.

Any other tasks as requested by the line manager 


  • University Degree in a related field;
  • Minimum 1 year of relevant work experience in MEAL and Accountability
  • Previous working experience with NGOs;
  • Knowledge of Accountability to Affected Population required
  • Knowledge of monitoring and evaluation in the humanitarian context;
  • Previous experience in the monitoring and evaluation of education, protection, and health projects (preferred).
  • Knowledge in KOBO


Competencies: (Knowledge, Skills & Abilities)

  • Excellent computer literacy (Word, Excel, Power Point) particularly in Excel
  • Strong background in data collection, data analysis and presentation
  • Knowledge of quantitative and qualitative research methods
  • Strong motivation and adherence to the humanitarian principles and the mission of INTERSOS
  • Availability to travel on national territory.
  • Flexibility in working hours, weekend / holidays when required by the situation/ context
  • Strong attitude for teamwork and collaboration within a complex organization
  • Good leadership skills
  • Confidentiality, respect and non-discriminatory attitude
  • Ability to work well under pressure



  • Fluent in Arabic  (written and spoken)
  • Good in English (written and spoken)
  • knowing Kurdish language is an asset .

More Information

  • This job has expired!