The Accountability Assistant Hotline Operator will support Save the Children’s Accountability to Affected People (AAP) commitments by managing the accountability hotline. The role ensures timely, confidential, and effective receipt, documentation, referral, feedback, and closure of complaints and feedback from children, project participants and communities. The post holder will uphold the highest standards of integrity, data protection, safeguarding, and respect for beneficiaries.

CHILD SAFEGUARDING:

Level 3: either the post holder will have access to personal data about children and/or young people as part of their work; or the post holder will be working in a ‘regulated’ position (accountant, barrister, solicitor, legal executive); therefore, a police check  will be required (at ‘standard’ level in the UK or equivalent in other countries).

Hotline Management & Feedback Handling:

• Receive, record, and respond to incoming calls, SMS, and WhatsApp messages through the accountability hotline in a professional, respectful, and child-sensitive manner.
• Gather all necessary information from callers using the approved Complaint and Feedback Intake Form.
• Ensure accurate entry of all cases into the Complaint & Feedback Tracker or FRM system within agreed timelines.
• Categorize feedback according to Save the children organizational standard classification.
• Provide immediate responses for queries that can be resolved at hotline level and escalate other cases to the relevant focal points for action.

Case Management & Follow-Up:

• Refer and follow up on complaints with the relevant project/program teams to ensure timely resolution and closure within standard response timelines.
• Maintain regular communication with complainants (where safe and appropriate) to provide updates and close the feedback loop.
• Prepare, update, and submit weekly and monthly hotline updates for management review.

Data Protection, Ethics & Safeguarding:

• Maintain strict confidentiality of all case information and handle sensitive complaints (including Child Safeguarding, PSEA, fraud, and sexual exploitation/abuse) in line with Save the Children reporting protocols.
• Adhere to data protection, privacy standards, and secure data storage procedures.
• Uphold ethical conduct, respect, impartiality, and do-no-harm principles in all interactions.
• Ensure safe, child-friendly, and culturally sensitive communication with children and adults.

Reporting & Learning:

• Prepare weekly analysis and summary reports on hotline trends, types of feedback received, response timeliness, and closure rates.
• Contribute to monthly AAP / MEAL reports with thematic analysis and dashboard inputs
• Provide insights and recommendations to MEAL and program teams to strengthen accountability and improve program quality.

Other Duties:

• Participate in periodic review of FRM (Feedback and Reporting Mechanism) processes, tools, scripts, FAQs, and guidance to enhance hotline efficiency.
• Support MEAL team in data verification, monitoring visits, and accountability activities as required.

Perform any other support tasks assigned by the Accountability manager or Head of MEAL.

SKILLS AND BEHAVIOURS (our Values in Practice)

Accountability:

• Holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values.
• Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance, and applying appropriate consequences when results are not achieved.
• Creates a managerial environment to lead, enable and maintain our culture of child safeguarding.

Ambition:

• Sets ambitious and challenging goals for themselves and their team takes responsibility for their personal development and encourages their team to do the same.
• Future orientated, thinks strategically and on a global scale.

Collaboration:

• Approachable, good listener, easy to talk to; builds and maintains effective relationships with colleagues, Members, and external partners and supporters.
• Values diversity and different people’s perspectives, able to work cross-culturally.

Creativity:

• Develops and encourages new and innovative solutions.
• Cuts away bureaucracy and encourages an entrepreneurial approach.

Integrity:

• Honest, encourages openness and transparency, builds trust and confidence.
• Displays consistent excellent judgment.

Working Effectively with Others

Works collaboratively to achieve shared goals and thrives on diversity of people and perspectives. 

Knows when to lead, when to follow, and how to ensure effective cross-boundary working.

Communicating with Impact

Communicates clearly and confidently with others to engage and influence; promotes dialogue. 

and ensures timely and appropriate messages, building confidence and trust.

Bachelor’s degree in social sciences, Community Development, Communications, MEAL, or related field.

• Strong communication, active listening, and interpersonal skills.
• Prior experience in customer service, call centers, or community feedback handling preferred.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Fluency in Arabic and local languages; strong spoken English is an asset.
• Computer literacy (MS Excel, Word, database systems).

Desirable:

• Experience working in humanitarian or development settings.
• Knowledge of AAP, Safeguarding, PSEA, child rights, and accountability standards.
• Ability to work under pressure, multitask, and manage a high volume of calls.

4. Child Safeguarding & Code of Conduct

• Adhere to Save the Children Child Safeguarding Policy, Code of Conduct, PSEA, and fraud reporting procedures at all times.
• Ensure any safeguarding, SEAH, or protection-related information received through the hotline is immediately escalated as per mandatory reporting protocols.se​‍​‌‍​‍‌ the 

We are committed to creating a diverse and inclusive workplace. Females are highly encouraged to apply.

Kindly apply through the link below. Only short-listed candidates will be contacted for the next steps. The closing date will be 23/11/2025. Any application after this date will not be considered. All interviews will be done in the Save the Children office or remotely.

Disclaimer: Save the Children International does not charge any kind of fee at whichever stage of the recruitment process and does not act through recruitment agents. SCI will be undertaking child safeguarding checks for all candidates. The selected candidate will be asked to provide a police check before signing the contract.