As the Client Responsiveness and Accountability Mechanism Assistant, you will play a key role in ensuring communities affected by conflict can voice feedback and concerns through accessible channels. You will manage incoming toll-free calls, accurately log complaints and inquiries using standardized formats, and maintain strict confidentiality of all information.
What You'll Do
You will stay informed about ongoing IRC initiatives, including geographic and thematic areas of operation, to provide accurate responses and support accountability processes. You will respond to information requests within your scope, escalate issues appropriately, and prepare summaries for relevant teams based on established protocols. Regular updates to project staff and partners on accountability mechanisms will be part of your responsibilities, along with training field enumerators and supporting data collection efforts.
You will conduct preliminary analysis of feedback, share findings with sector teams, and contribute to learning sessions to improve programming. You will also monitor the functionality of communication tools, ensure systems remain operational, and report technical issues promptly. Part of the role includes assessing community access to feedback channels and improving outreach strategies to ensure inclusivity.
Requirements
- Minimum Diploma in Communication or a related field
- At least one year of experience managing complaint response systems
- Proven ability in data collection, analysis, and report writing
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- Strong interpersonal and presentation skills with a collaborative approach
- Commitment to confidentiality, humanitarian principles, and organizational values
- Willingness to work in field settings, with approximately 40% time spent on-site
- Fluency in English; knowledge of Hausa, Fulfulde, or Kanuri is an asset
Benefits
This position supports humanitarian accountability by strengthening feedback loops between communities and program teams. You will work within a culture that values integrity, equity, and critical reflection, and contributes to safer, more responsive programming in high-need areas. The role emphasizes safeguarding, ethical conduct, and protection from retaliation for reporting concerns.
