The role holder will have contact with children and/or young people either frequently (e.g. once a week or more) or intensively (e.g. four days in one month or more or overnight) the role holder must adhere to Save the Children Child Safeguarding Policy, Code of Conduct, PSEA, and fraud reporting procedures at all times

KEY AREAS OF ACCOUNTABILITY:

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

• 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 centres, 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).

Females are highly encouraged to apply.

Kindly apply through the below link. Only short-listed candidates will be contacted for next steps. The closing date will be on 06/12/2024. 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.