Job Details

ROLE PURPOSE:
The Accountability Assistant supports the implementation of Save the Children’s Accountability to Children and Communities (ACC) framework, with a particular focus on managing the Feedback and Response Mechanism (FRM), including the helpline. The role ensures that feedback and inquiries received across all FRM channels (helpline, online form, feedback boxes, social media, FGDs, etc.) are recorded, categorized, referred, and responded to in line with SCI policies. The post holder contributes to information sharing, participation activities, analysis, and reporting, ensuring that community voices inform program improvement and decision-making.
SCOPE OF ROLE:
Reports to: Accountability (ACC) Coordinator – Country Office
Staff reporting to this post: None
Context: Humanitarian and Development
Scope: Country focus; sub-area focus
KEY AREAS OF ACCOUNTABILITY: 
1.Management of SCI Helpline number (40%): 

• Answer and document helpline calls, identifying caller profiles, needs, and concerns.
• Provide relevant assistance to callers by sharing accurate information and orientation on the sectors’ services and referral pathways.
• Transfer the cases to the concerned focal point depending on the category of the complaint.

2. FRM Case management (40%):

• Collect, record, and manage data related to beneficiary from the various channels, including helpline, online form, received from feedback boxes, social media, FGDs and field visits.
• Ensure accurate data entry, categorization, referral, tracking, and closure of cases in the FRM system.
• Ensure all FRM documentation and case files are well organized and updated.
• Conduct field visits as necessary to monitor data collection and ensure proper placement of feedback boxes and signage in supported facilities.
• Follow up with relevant focal points (internal and external) to ensure timely case resolution and closure.
• Assist in preparing accountability reports and propose recommendations to improve program quality based on recurring feedback trends.

3. Accountability System Support (10%):

• Support the ACC Coordinator in the implementation of accountability strategies and SOPs.
• Assist in updating internal and external service mappings and referral pathways, including RIMS
• Support the development and dissemination of IEC materials and FAQs, ensuring child-friendly and accessible formats.
• Support the organization and documentation of Accountability Focus Group Discussions (FGDs) and community meetings.

4. Capacity Strengthening (10%)

• Participate in induction and training related to FRM, safeguarding, referral systems, and accountability.
• Support in delivering training to staff and partners on accountability procedures and FRM tools.

EXPERIENCE AND SKILLS
Essential

• At least one year of professional experience in data and monitoring
• University degree related to Data collection and analysis is an asset
• Strong communication and active listening skills.
• Excellent computer literacy, especially Excel and online data collection platforms.
• Ability to work independently and as part of a multidisciplinary, multicultural team.
• Strong organizational skills and attention to detail.
• Commitment to SCI’s Code of Conduct, safeguarding, data protection, anti-harassment, and confidentiality standards.
• Strong professionalism and cultural sensitivity skills

Desirable

• Proficiency in data collection, management and report writing.
• Experience with feedback handling systems is an advantage.
• Experience working for an NGO, civil society organisation or similar. 
• Knowledge of local context and community dynamics.
• Experience in training and capacity-building activities.

Additional job responsibilities
The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.
Equal Opportunities 
The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.
Child Safeguarding
We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.
Health and Safety
The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.