INTERSOS Organization

Female Accountability Assistant – Tikrit – (SAD/038)

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



·        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



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


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, 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



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


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