Senior Accountability to the Affected People(AAP) Associate

The Senior Accountability to the Affected People (AAP) Associate supports the Monitoring and Evaluation Officer in planning, developing, organizing, and delivering capacity-building training on AAP, managing the Community Feedback Mechanism (CFM), and coordinating reporting and data analysis related to AAP activities in Iraq. The role involves ensuring effective communication with affected communities and improving programme quality through feedback integration. Responsibilities Support the M&E Officer in planning, developing, organizing, and delivering capacity-building training to IOM staff and partners on mainstreaming Accountability to Affected People (AAP), including the Community Feedback Mechanism (CFM), Community-Based Complaints Mechanism (CBCM), and Communication with Communities (CwC) throughout the programme cycle, in line with the IASC and IOM Accountability Frameworks and humanitarian principles. Participate in regular AAP needs assessments; review and provide suggestions to strengthen the Mission’s Community Feedback Mechanism (CFM); identify opportunities to enhance two-way communication with crisis-affected communities; and develop recommendations to improve accessibility, responsiveness, and context appropriateness of feedback and complain channels. Lead the implementation and continuous improvement of the Mission-wide CFM, including the hotline service, and ensure feedback and complaints are properly recorded in the CFM database, tracked, and responded to in a timely manner. Support the updating of the CFM dashboard; analyse and disseminate summarized CFM reports; and draft recommendations to strengthen internal controls and improve programme quality and effectiveness. Keep abreast of developments related to IOM’s AAP Framework, guidelines, standards, tools, and institutional requirements, including sharing relevant updates through the global CFM Connect platform. Facilitate the integration of AAP considerations and assessments into monitoring activities, needs assessments, surveys, and evaluation exercises. Participate in safeguarding training initiatives and ensure that call centre staff receive regular refresher training on PSEA, AAP, and other initiatives. Contribute to efforts to improve the effectiveness of internal referral pathways by reviewing existing referral flows and identifying gaps and bottlenecks, regularly updating and standardizing them. Coordinate the compilation, verification, and reporting of AAP-related information for donor reports, internal updates, and information products; liaise with the Media and Communications Unit on the design, dissemination, documentation, and publication of materials; and coordinate their dissemination and documentation. Coordinate with the Mission’s Information Management Systems (IMS) team to define functional requirements for the CFM database structure; identify opportunities for system enhancements and coordinate the incorporation and testing of agreed changes and communicat