Accountability Assistant

About the role

The Accountability Assistant supports Save the Children’s programmes in Aden by managing community feedback on projects, ensuring that beneficiaries’ voices are heard and that responses are timely and appropriate. This role works closely with the Accountability & Child Participation Officer and project teams to maintain high standards of transparency and child safety.

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 relevant programme or support departments promptly.
• Escalate serious or sensitive complaints (e.g., safeguarding, fraud, exploitation) according to SCI safeguarding procedures.
• Follow up with programme teams on pending cases to ensure timely responses and case closure.
• Communicate actions taken back to beneficiaries, closing the feedback loop.
• Maintain up‑to‑date records and conduct routine data quality checks.
• Prepare weekly and monthly FRM reports under supervision of the MEAL‑Accountability Officer.
• Support analysis of feedback trends and assist in developing project‑specific information materials.
• Participate in focus group discussions, community consultations, monitoring visits and data collection activities.

Required profile

• Demonstrated experience in handling community feedback or accountability mechanisms.
• Understanding of child protection principles and safeguarding procedures.
• Strong communication skills and ability to work with diverse beneficiaries.
• Attention to detail and ability to maintain accurate records.

Required skills

What we offer

• Opportunity to contribute to child‑focused programmes in a humanitarian context.
• Collaborative and inclusive workplace that values ambition, creativity and integrity.