Log In
Sign Up
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.
For more information about INTERSOS, go to https://www.intersos.org/en/what-we-do/nigeria/