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

Position

Accountability Assistant

Reports to

Accountability Manager

Supervise

N/A

Status

Full Time

Duty Station

Roving between Ninewa and Salah Al-Din governorates

MISSION

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.

GENERAL FUNCTIONS

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.

Learning

• 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

Reporting

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

MEAL 

• 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