JOB PURPOSE
Assist the Accountability Officer in the implementation of the Mission’s Complaint Feedback and Response Mechanism (CFRM) and other accountability activities, ensuring coherent and timely response to feedback and complaints from project stakeholders.
RESPONSIBILITIES
- Address beneficiaries’ feedbacks and complaints and provide accurate information on the Mission’s programmes and CFRM
- Handle the hotline and guarantee the respect of the procedures as defined in the CFRM SoP
- Support the Accountability Officer in setting up the complaint boxes in all field locations, and collect the complaints on a regular basis
- Record in the dedicated database all complaints and feedback received
- Forward the complaints to the concerned persons as per the CFRM SOP
- Ensure the follow-up on the non-sensitive complaints received and in coordination with the concerned mission’s staffs, ensure that are closed on time as per CFRM SOP
- Inform immediately the Accountability Officer in case of sensitive complaints received
- Participate in improving accountability tools and mechanisms by sharing recommendations with the MEAL Officer and Accountability Officer
- Perform regular satisfaction survey as per the MEAL plan and support on any accountability survey and exercise as requested by the Accountability Officer
- Ensure regular field visits to monitor accountability materials in the field (complaints boxes, posters, etc) and their proper use
- Participate to the training of program staff on CFRM and AAP core principles
- Inform project stakeholders on the CFRM through regular field visits and distribute related materials when needed
- Support MEAL team in raising awareness on CFRM and AAP to INTERSOS staff
- Participating in learning workshops and training on AAP-related topics
- Prepare reports on field visits for the MEAL Officer and Accountability Officer
- Perform any other tasks requested by the direct supervisor
POSITION REQUIREMENTS
Education & Professional experience
- BSc/Diploma Information management, Statistics and other related fields of studies.
- Minimum 3 years’ relevant professional experience of providing AAP support in humanitarian context
- Proven and demonstrable knowledge and experience in statistics, data analysis and/or information management.
- Previous experience in MEAL and accountability with INGO/NNGOs is an asset
- Knowledge of Accountability to Affected Population core principles
- Essential basic computer literacy
- Data collection and analysis and presentation skills are an asset
- Knowledge of quantitative and qualitative research methods Essential computer literacy (word, excel and internet)
Personal requirements
- Teamwork and cooperation, Service orientation
- Flexibility, Confidentiality
- Ability to work under pressure
- Commitment to INTERSOS principles
Languages
- English
- Hausa
- Kanuri is an added advantage
How to apply
Interested candidates should complete this Form and attach their CV with Cover Letter following this format “Surname_ Position you applied for”.
ONLY applicants whose competencies meet the requirements of the position will be contacted.
Application Deadline: apply not later than Monday, 11th May, 2026 at 12:00 PM.
INTERSOS is committed to achieving workforce diversity in terms of gender, nationality, and culture. Individuals from minority groups, indigenous groups, and persons with disabilities are equally encouraged to apply.
Please note: Applications will be reviewed on a rolling basis. INTERSOS reserves the right to close the advertisement before the stated closing date if a suitable candidate is identified.
INTERSOS has a PSEA Policy that the successful candidate will be expected to comply with and promote.
