Accountability Assistant (Maternity Cover) at Save The Children

ROLE PURPOSE: 

The role will provide maternity cover and is responsible for receiving feedback from affected populations using SCI toll-free line. She will be responsible for categorising, documenting, and responding to feedback received using SCI Nigeria Feedback Handing Standard Operating Procedures in a timely manner and dignified manner.

KEY AREAS OF ACCOUNTABILITY:

Managing SCI toll-free line 

• Receive and respond to complaints and feedback received via the toll-free line Liaise with field MEAL and Program team and other relevant staff to ensure up-to-date and accurate information is provided by the toll-free line.
• Refer program-specific complaints to accountability focal points.
• Ensure all feedback is accurately documented and categorised in the Feedback and Reporting Mechanism (FRM) database. 
• Ensure feedback is responded to appropriately using the Feedback Handling SoP.
• Review the functionality of the toll-free line.
• Ensure feedback is closed within the appropriate timeframe.
• Ensure confidentiality of feedback data is respected. 

Communication

• Communicate with affected persons in a clear and dignified manner.
• Report clearly on challenges faced when managing the line.

Safeguarding 

• Ensure all safeguarding concerns received through the central toll-free line are reported on Datix.
• Follow up with safeguarding colleagues to ensure actions are being taken on reported safeguarding concerns.
• Maintain confidentiality of safeguarding concerns.
• Work hand in hand with safeguarding colleagues

Others:

• Provide support to accountability Advisor to ensure an effective FRM system across programmes.

QUALIFICATIONS 

Education and Experience:

• Bachelor’s degree in a relevant discipline (health sciences, social sciences, development studies or other)
• 1 year experience working in a related position in particular, Humanitarian experience.
• Formal training in Accountability, Monitoring and Evaluation, Data Management, Core Humanitarian Standards, Data Quality Assurance (DQA) is an asset

EXPERIENCE AND SKILLS 

Essential

• Experience working with children and/or with groups most affected by discrimination and inequality
• Creativity, curiosity enthusiasm, and the ability to develop and test new ways of working and solutions to problems.
• Commitment to actively listening to other people’s ideas and viewpoints.
• Excellent interpersonal, oral, and written communication skills.
• Passionate, self-directed, and the ability to manage multiple competing demands and commitments, and to work flexibly in a team.
• Must be female.
• Fluency in Kanuri and Hausa languages is a must. 
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Commitment to the aims and principles of Save the Children. In particular, a good understanding of the Save the Children mandate and child rights, and an ability to ensure this continues to underpin our support.

Desirable

• Experience in supporting meaningful and ethical child and community participation.
• Experience in assessing information needs and communication preferences, and of designing appropriate information and communication approaches.
• Experience in establishing and/or managing Feedback and Reporting Mechanisms. 
• Experience working for an NGO, civil society organisation or similar. 
• Experience in analysing and presenting data in a way that facilitates effective decision-making.