Accountability Assistant

About the role

The Accountability Assistant supports Save the Children’s programmes in Aden by collecting and managing community feedback on projects. This role ensures that beneficiaries’ voices are heard, documented, and acted upon to improve programme quality and impact.

Key responsibilities

• Operate the FRM toll‑free line (Sunday–Thursday), receive calls, respond to inquiries and accurately record all feedback.
• Log feedback daily into the accountability database following SCI SOPs.
• Classify and refer feedback to the appropriate programme or support department in a timely manner.
• Escalate serious or sensitive complaints (e.g., safeguarding, fraud, abuse) according to SCI safeguarding and reporting procedures.
• Follow up with programme teams on pending cases to ensure timely responses and case closure.
• Communicate responses and actions back to beneficiaries, closing the feedback loop.
• Maintain up‑to‑date records and conduct routine data quality checks.
• Share weekly complaints logs with relevant teams and prepare weekly/monthly FRM reports.
• Support analysis of feedback trends and assist in developing community information materials.
• Participate in focus group discussions, community consultations, monitoring visits and data verification activities.

Required profile

• Strong commitment to child protection and safeguarding principles.
• Ability to handle confidential information with discretion.
• Excellent communication skills in English; knowledge of local languages is an advantage.
• Detail‑oriented with good organisational abilities.

Required skills