Overview
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 Responsibilities
- Operate the FRM toll-free line, receive calls, respond to beneficiaries’ inquiries, and accurately record all feedback received.
- Log all feedback into the accountability database on a daily basis.
- Classify and refer feedback to the relevant programme or support departments.
- Refer serious or sensitive complaints according to SCI safeguarding and reporting procedures.
- Follow up with programme teams on pending cases.
- Communicate responses and actions taken back to beneficiaries.
- Maintain accurate, complete, and up-to-date records in the feedback and accountability database.
- Conduct routine data quality checks.
- Share weekly complaints logs with relevant teams.
- Prepare and compile weekly and monthly FRM reports.
- Support the analysis of feedback trends.
- Support programme teams in sharing accurate project information, beneficiary entitlements, and selection criteria.
- Assist in developing and distributing standardized and project-specific information materials.
- Participate in team inductions and sensitization sessions on accountability.
- Support and participate in Focus Group Discussions (FGDs), community consultations, and accountability assessments.
- Participate in monitoring visits, data collection, and data quality verification activities.
- Maintain up-to-date knowledge of SCI programmes.
- Ensure confidentiality, data protection, and ethical handling of all feedback.
- Perform any other MEAL- or accountability-related duties as assigned.
Required Experience
- 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.
- Experience in child-friendly accountability or child participation approaches.
Qualifications
• Basic knowledge of accountability principles and international standards, such as the Core Humanitarian Standard (CHS).
