Under the overall supervision of the Protection Officer, and the direct supervision of the AAP Team Leader, the AAP Assistant will support the implementation of Accountability to Affected Populations (AAP) activities. The incumbent will assist in managing feedback mechanisms, facilitating community engagement, and ensuring timely and appropriate follow-up of feedback and complaints in line with IOM’s AAP framework and data protection standards

1. Receive and record feedback, complaints, and inquiries from beneficiaries through the hotline / Call 

center and other communication channels, ensuring respectful and professional interaction. 

2. Record, categorize, and update all feedback in the AAP database accurately and confidentially, 

ensuring timely referral to relevant units. 

3. Support in organizing community meetings, focus group discussions, and join outreach sessions to 

raise awareness about AAP mechanisms. 

4. Conduct regular collection and documentation of feedback from suggestion boxes and other offline 

channels. 

5. Support administrative and logistical arrangements for AAP-related events, awareness campaigns, and 

community consultations. 

6. Assist in the analysis of feedback trends and preparation of periodic reports to support program 

improvement. 

7. Maintain strict confidentiality of all sensitive information in accordance with IOM data protection 

guidelines. 

8. Perform other related duties as may be assigned by the AAP Team Leader. 

AAP Team Leader 

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. 

• Encourages diversity and inclusion. 

• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct. 

• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges. 

• Courage: Demonstrates willingness to take a stand on issues of importance. 

• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. 
  

• Teamwork: Develops and promotes effective collaboration within and across units to achieve 

• shared goals and optimize results .  

• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes . 

• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate. 

• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work. 

• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.  

No management responsibility for this role

• Strong communication skills: Ability to interact respectfully and professionally with beneficiaries, including handling sensitive feedback and complaints.  

• Community engagement expertise: Skilled in organizing and facilitating focus group discussions, outreach sessions, and awareness campaigns.  

• Data management and analysis: Proficient in recording, categorizing, and analyzing feedback using databases and preparing reports to inform program improvements.  

• Confidentiality and data protection: Demonstrates understanding and application of data protection principles, especially when handling sensitive information.  

• Organizational and multitasking abilities: Capable of managing multiple tasks under pressure, with attention to detail and accuracy.  

• Technological proficiency: Competent in using MS Office applications (Word, Excel, Outlook) and other relevant digital tools for documentation and reporting.  

• Problem-solving and initiative: Able to identify issues from community feedback and propose constructive solutions.  

• Team collaboration: Works effectively within a team environment, contributing to shared goals and supporting colleagues.