Accountability Assistant at Save The Children

Job ID: 2100044C
Location: Maiduguri, Borno
Employee Status: Fixed Term

Child Safeguarding

• Level 3 - The responsibilities of the post may require the post holder to have regular contact with children or young people. 

Role Purpose:

• To be responsible for working with programme staffs and beneficiaries in managing complaints and feedback in the field as well as maintaining the integrity of information received.
• This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.

Key Areas of Accountability
CRM Development, Support, Logistics and Coordination:

• Ensure a proper filing system for all the complaints and feedback received through the helplines.
• Support in sensitizing community members on the available complaint mechanisms and how to use them.
• Support with Monthly data validation
• Support in aggregating CRM data from the field to a summary CRM database
• Support in identifying complaint and other feedback trends which indicate where the Programs can improve.
• Support in providing ad hoc reports as requested concerning complaints and other Beneficiary feedback.
• Receive and respond to beneficiary complaints under the direction and supervision of the Accountability Officer 
• Support in following up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues 

Routine Monitoring and Evaluation:

• Support ongoing monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks
• support field teams to collect information on potential case studies and success stories
• Other duties as directed.

Administrative & General Skills
Education and Experience:

• B.Sc / HND in a relevant discipline (Health Sciences, Social Sciences, Development studies or other)
• Must have completed NYSC
• 1 year experience working in a related position in particular Humanitarian experience.
• Formal training in Accountability, Monitoring and Evaluation, Data Management, Core Humanitarian Standard, Data Quality Assurance (DQA) is an asset

Knowledge and Skills:

• Skills and experience conducting data verification, analysis, reporting and monitoring
• Good interviewing skills.
• Experience managing a CRM process is an advantage
• Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events
• Excellent skills in oral and written communications.
• Good interpersonal skills, ability to work in a multi-cultural team environment
• Strong quantitative and qualitative analysis skills are an advantage
• Strong organizational, planning and prioritization skills.
• Competent and experienced in general office administration, coordination and logistics
• Excellent IT skills
• Fluency in Kanuri, Hausa, and English languages
• Good writing, editing and presentation skills

Skills and Behaviours (our Values in Practice)
Accountability:

• Accuracy and timeliness in all areas of responsibility
• High level of accuracy in work, and ability to analyse complex sets of relationships and situations
• Holds self and others accountable

Ambition:

• Creating best-in-class EA function
• Future-orientated, thinks pro-actively

Collaboration:

• Working effectively with stakeholders to achieve common goals
• Excellent communication and interpersonal skills
• Builds and maintains effective relationships, with their team, colleagues, members and external partners
• Approachable, good listener, easy to talk to

Creativity:

• Designing more effective admin and data management systems.
• Willing to take disciplined risks.

Integrity:

• Honest, encourages openness and transparency, demonstrates the highest levels of integrity.