Accountability Officer at INTERSOS

JOB PURPOSE

The role-holder guarantee the implementation of the Mission’s Complaint Feedback and Response Mechanism (CFRM) and of other activities related to Accountability to Affected Populations, in close collaboration with programmes teams and according to INTERSOS’ guidelines.

JOB RESPONSIBILITIES

• Contribute to design the Mission’s CFRM SoP, in line with the global standards and adapted to the context of operation
• Implement the different mechanisms for CFR as determined by the related SoP and ensure they are available in all field locations. Suggest evidence-based improvement on the tools to the MEAL Manager
• Train field staffs on the core pillars of AAP, namely Information Sharing, Community Participation and Feedback and Complaint Management
• Travel to field locations to ensure proper implementation of CFR mechanisms, and that project implementation respects AAP core principles
• Guarantee smooth communication with stakeholders respecting context and local culture and suggest communication improvement to MEAL Manager
• In collaboration with the MEAL Manager prepare accountability visibility materials
• Support the Accountability Assistants in the resolution of non-sensitive complaints
• In collaboration with Accountability Assistant inform immediately the MEAL Manager in case of sensitive complaints received as per INTERSOS SOP
• Record feedback and complaints collected in the field in the dedicated template as per INTERSOS SOPs. Ensure that data resulting from the feedback are properly archived, regularly analysed and followed up
• Review feedback and complaints DB on a weekly basis and raise any concerns to the MEAL Manager. Is responsible to check on a weekly basis the complaints received on the complaints email address and in the boxes
• Collaborate to the improvement of feedback and complaints DB and dashboards
• Ensure that complaints are addressed, and that an appropriate and timely response is given to the complainant as per INTERSOS SOP
• Support MEAL staffs in implementing accountability exercises throughout the project life cycle, in line with the MEAL & Accountability Plans, and analyse the related data collected
• Contribute to develop training materials for Complaints Responses Mechanism. In collaboration with MEAL Officer and MEAL Manager organise and conduct trainings and workshops to coach project staffs on CFRM
• Perform other duties as delegated.

POSITION REQUIREMENTS

Educational Requirement

• Minimum Degree in Statistics, Information management, Social Science, Demography, Social studies or any related field

Professional Experience

• Minimum 2-5 year’s relevant work experience in MEAL and accountability

Professional Requirements

• Previous experience in monitoring, evaluation, accountability and learning of with I/NGOs in developing or humanitarian context
• Knowledge of Accountability to Affected Population and monitoring and evaluation in the humanitarian context
• Data collection and analysis
• Knowledge of I/NGO and Humanitarian industry
• Computer literacy (MS Excel, MS Word)
• Good organizational skills Ability and willingness to travel between across locations of implementation within LGA and states
• Good management of stress and willing to work in a volatile context.
• Essential computer literacy (word, excel and internet) Teamwork, commitment, cooperation, and behavioural flexibility

Personal Requirements

• Teamwork and cooperation
• Service orientation
• Planning and organizational skills
• Flexibility
• Confidentiality
• Ability to work under pressure
• Commitment to INTERSOS principles

Work within the framework of IINTERSOS Nigeria’s core values.