Accountability Officer, фахівець з моніторингу, оцінки та звітності

To send your CV and to respond to the vacancy, please fill in INTERSOS Application

INTERSOS Ukraine is a subdivision of the international humanitarian organization INTERSOS (Italy).

We provide support to victims of emergencies, armed conflicts and natural disasters with particular attention to the most vulnerable categories: children, women, elderly people, displaces persons, who were forced to flee their homes and moved to safer places and also to those who cannot leave the dangerous regions and are under constant threat.

INTERSOS teams are present in Odesa, Kiev, Kharkiv, Mykolayiv, Kherson and now expand their activities in Sumy.

INTERSOS Ukraine provides economic, humanitarian and medical aid, psychological support, organizes educational activities, gives medicines and equipment to the hospitals, provides shelter and ensures basic human needs. During one year of our work in Ukraine we provided support to more than 100 000 people. 75 000 of them received aid in the sphere of protection, prevention and emergency care. 3 000 medical consultations were carried out in remote regions, which are not covered by the official heath care system. 49 medical institutions received medicines, medical devices and equipment.

We are opening a vacancy of the Accountability Officer

Location: Kharkiv/ Kyiv/ Odesa

Duration of contract: till 31/03/2026 with possibility for extension.

Main Purpose

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 program teams and according to INTERSOS' guidelines.

Reporting to:

Hierarchical: MEAL Manager

Functional: MEAL Manager

Tasks

• 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 Coordinator/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 Coordinator/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 analyzed and followed up
• Review feedback and complaints DB on a weekly basis and raise any concerns to the MEAL Coordinator. 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 feedbacks 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
• In coordination with the Head of Mission and MEAL Coordination participate in sensitive complaints investigations as requested by the MEAL Manager
• 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

Requirements

Education

• Essential degree in Statistics, Information management, Social Science, Demography, Social studies or any related field

Professional experience

• Minimum two year’s relevant work experience in MEAL and accountability

Professional requirements

• Previous experience in monitoring and evaluation of education, protection, and medical projects with NGOs in developing or emergency countries
• Knowledge of Accountability to Affected Population and monitoring and evaluation in the humanitarian context
• Desirable training and experience in conducting internal investigations related to PSEA, fraud or other misconduct allegations
• Essential computer literacy
• Data collection and analysis and presentationEssential computer literacy (word, excel and internet)

Personal requirements

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

Languages

• English language is essential

Our benefits:

• Official employment according to the Labour Code of Ukraine
• Medical insurance and life insurance
• Working hours: 09.00−18.00
• Provision of equipment for work
• Opportunity to study and develop in the humanitarian sphere
• Opportunity to get an experience of working for international organisation
• Work with the team of colleagues to achieve great goals.

All INTERSOS employees are expected to perform their roles and responsibilities according to the INTERSOS charter of values, code of ethics, PSEA and Child Protection policies. The job description is mandatory for all positions within INTERSOS and shall be signed by the employee within the first week of employment

INTERSOS is committed to building a diverse workforce by promoting diversity in the Organization, which will bring wealth and represent the organization in its differences; candidates must be treated equally when it comes to the selection process, criteria and inclusion.

!!! To participate in the selection process please send your CV in English (preferably) and fill in the form here: INTERSOS Application