Accountability Assistant

We know that great people make a great organization, and that our employees play a crucial role in helping us achieve our ambitions for children.  We value our people and offer a meaningful and rewarding career, along with a collaborative and inclusive workplace where ambition, creativity, and integrity are highly valued. 

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.

Save the Children International seeks to always be a child-safe organization by fulfilling its obligations to the community and through programme implementation carried out by the organization for safeguarding children and improve their living standards of the child.

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Position: Accountability Assistant - Aden

Reports to:  Accountability & Child Participation Officer

Location: Aden

ROLE PURPOSE:

The purpose of this role is to provide essential support to Save the Children’s programs focusing on obtaining feedback from the community on SCI projects leading to improved quality and impact. The incumbent will work closely with the Accountability team in CO as well as all concerned project staff and project beneficiaries in establishing accountability mechanisms.

KEY AREAS OF ACCOUNTABILITY:

• Operate the FRM toll-free line (Sunday–Thursday), receive calls, respond to beneficiaries’ inquiries, and accurately record all feedback received.
• Log all feedback into the accountability database on a daily basis in line with SCI Feedback Handling SOPs.
• Classify and refer feedback to the relevant programme or support departments in a timely and professional manner.
• Immediately refer serious or sensitive complaints (e.g., safeguarding, fraud, abuse, exploitation, corruption) according to SCI safeguarding and reporting procedures.
• Follow up with programme teams on pending cases to ensure timely responses and support case closure.
• Communicate responses and actions taken back to beneficiaries to ensure proper feedback loop closure.
• Maintain accurate, complete, and up-to-date records in the feedback and accountability database.
• Conduct routine data quality checks to ensure accuracy and completeness of entries.
• Share weekly complaints logs with relevant teams as requested.
• Prepare and compile weekly and monthly FRM reports under the supervision of the MEAL–Accountability Officer.
• Support the analysis of feedback trends by compiling data and highlighting recurring issues.
• Support programme teams in sharing accurate project information, beneficiary entitlements, and selection criteria with communities.
• Assist in developing and distributing standardized and project-specific information materials.
• Participate in team inductions and sensitization sessions on accountability at CO and field levels.
• Support and participate in Focus Group Discussions (FGDs), community consultations, and accountability assessments as required.
• Participate in monitoring visits, data collection, and data quality verification activities from an accountability perspective.
• Maintain up-to-date knowledge of SCI programmes to ensure accurate information is communicated to beneficiaries.
• Ensure confidentiality, data protection, and ethical handling of all feedback in line with SCI policies.

Perform any other MEAL- or accountability-related duties as assigned by the line manager.

BEHAVIOURS (Values in Practice) 

Accountability:

• Holds self accountable for delivering responsibilities efficiently and in line with Save the Children values and policies.
• Manages resources responsibly and supports colleagues and partners to fulfil agreed tasks.
• Raises concerns and challenges appropriately when standards are not met.

Ambition:

• Sets clear and challenging goals for personal performance and takes responsibility for own professional development.
• Demonstrates commitment to continuous learning and improvement.
• Shows initiative in completing tasks and improving accountability processes.

Collaboration:

• Builds and maintains positive and effective working relationships with colleagues, partners, and community members.
• Values diversity and promotes respectful and inclusive communication.
• Is approachable, a good listener, and responsive to community needs.

Creativity:

• Contributes ideas to improve feedback mechanisms and accountability processes.
• Open to learning new approaches and adapting to changes.

Integrity:

• Acts with honesty, professionalism, and transparency in handling feedback and sensitive information.
• Maintains confidentiality and adheres to Save the Children’s safeguarding and data protection standards.

Demonstrates commitment to Save the Children values and code of conduct.

QUALIFICATIONS

Required

• Fluency in Arabic and English (spoken and written).
• Proficiency in Microsoft Office applications, particularly Word and Excel; experience working with databases is an asset.
• Strong organizational skills with excellent attention to detail and the ability to meet deadlines.
• Good verbal and written communication skills.
• Ability to build and maintain positive relationships with community members, including children and other vulnerable groups.
• Ability to handle sensitive information with confidentiality, professionalism, and integrity.
• Ability to work both independently and collaboratively within a team environment.
• Willingness to travel to field locations, including remote areas, as required.
• Commitment to and understanding of Save the Children’s aims, values, safeguarding principles, and Code of Conduct.
• Basic knowledge of accountability principles and international standards, such as the Core Humanitarian Standard (CHS).
• Previous experience working with an international NGO or humanitarian organization.
• Experience in community engagement, social work, or feedback and complaints handling mechanisms.
• Experience supporting reporting processes and basic data analysis.

Desirable

Experience in child-friendly accountability or child participation approaches. 

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.

Application Information:

Please attach a copy of your CV and cover letter with your application, and include details of your current remuneration and salary expectations.  A copy of the full role profile can be found at www.savethechildren.net/careers/apply

“Save the Children is an equal opportunity employer. Women are strongly encouraged to apply”