INTERSOS Organization

Female Accountability Assistant – Telafar – (NWA/043)

Job Expired

Job Overview

MISSION

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

 

GENERAL FUNCTIONS

Ethic and professional practice:

·         Display high commitment to confidentiality and data protection

·         Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on INTERSOS programs and CRM

 

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

Requirements:

  • 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 spoken)

More Information

  • This job has expired!

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