INTERSOS Organization

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Accountability Assistant – (Mosul) – (NWA/009)

Job Expired

Job Overview

List of tasks and responsibilities:

 

Management of Complaint Response Mechanism (CRM)

·         Respect and follow the CRM procedures as defined in INTERSOS SOP

·         Responsible for handling the hotline and respect the procedures defined in INTERSOS SOP

·         Responsible for handing the help desk for each distribution when necessary and ensure accountability visibility

·         Ensure to put in place feedbacks boxes where needed and as per requested by the MEAL Officer

·         Collect the complaint from the complaints 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/delay 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 visit to monitor accountability materials in the field (complaints boxes, posters etc)

 

Training and awareness on CRM

·         Participate to the training of program staff on CRM with the support of the Accountability Officer

·         Inform project stakeholders about the Complaints and Responses Mechanisms through regular field visits and distribute hotline cards when needed

·         Ensure regular awareness of CRM to INTERSOS program staff

 

Learning

·         Participate in improving project implementation by sharing feedbacks received to his/her manager

·         Participate in improving accountability tools and mechanism by sharing his/her recommendations to the MEAL Officer and Accountability Officer

·         Participate into learning workshops

 

Reporting

  • Provide written report to the MEAL Officer following field visit
  • Participate to satisfaction survey report

 

Any other tasks as requested by the line manager

Skills:

  • 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, week end / 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

 

Languages:

  • Fluent in Arabic and Kurdish (written and spoken)
  • Good in English (written and spok

 

 

More Information

  • This job has expired!

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