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.

Act as an ambassador for INTERSOS Nigeria, through professionalism and conduct.

Adhere to all INTERSOS policies and procedures both technical and administrational.

Undertake and apply learning from appropriate training and development programmes.

Maintain and care for all equipment issued by INTERSOS Nigeria and for any losses or damages due to negligence you will be liable for repair or replacement.