Job Description

Title: Accountability Intern (Toll Free Number Holder) - National

Save the Children is the world's leading independent organisation for children. We work in 120 countries. We save children's lives; we fight for their rights; we help them fulfil their potential.

We work together, with our partners, to inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives.

We have over two million supporters worldwide and raised 1.9 billion dollars last year to reach more children than ever before, through programmes in health, nutrition, education, protection, and child rights, also in times of humanitarian crises.

Following a major transition, our international programmes are now delivered through a merged operation with 15,000 staff, managed through seven regional hubs and reporting to a relatively small, central office. We're changing to become more efficient, more aligned, a better partner, a stronger advocate, a magnet for world-class people and relevant for the 21st century.

We need to keep children safe, so our selection process reflects our commitment to the protection of children from abuse. Employment is subject to our Child protection standards including background checks and adherence to our Child Safeguarding Policy.

Save the Children is an equal opportunity employer and seeks to employ and assign the best qualified talent.

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.

TITLE:   Accountability Intern (Toll Free Number Holder)

TEAM/PROGRAMME: REALM

LOCATION: Hargeisa

GRADE:   

Post Type: National

CONTRACT LENGTH: 3 Months

CHILD SAFEGUARDING:

Level 5:  the post 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) because they work country programs; or are visiting the country programs; or because they are responsible for implementing the police checking/vetting process staff.

ROLE PURPOSE:

The Accountability Intern will ensure the Development and Management of the Accountability Mechanisms (Feedback Response Mechanisms). He/she will also ensure the smooth running of accountability day-to-day activities for Communities including children Feedback. The accountability Intern is also required to contribute to the Accountability strategy, policy, and practice. Support all the Area Program staff and the MEAL staff in the analysis and dissemination of FRM data, and coordinate FRM information management and reporting systems. He/she will support in the delivery of an effective Feedback Response Mechanism database which will play a key role in the expansion and improvement of the quality of Save the Children programmes to increase impact and enable positive change for children and overall communities

In the event of a major humanitarian emergency, the role holder will be expected to work outside the normal role profile and be able to vary working hours accordingly.

SCOPE OF ROLE:

Reports to: REALM Manager/REALM Officer

Staff reporting to this post:  None

Direct: NA

Indirect : NA

Budget Responsibilities: There will be no budget responsibilities

Role Dimensions: Save the Children operates across all zones in Somaliland and currently has three offices and staff over 180.

KEY AREAS OF ACCOUNTABILITY:

Support the delivery of Effective Feedback Response Mechanisms (Toll free hotline):

• Manage the toll-free hotline number by answering and receiving incoming calls from the communities specifically the beneficiaries.
• Manage the Interactive Voice Response by ensuring all voicemail feedback shared are
• listened to and logged on the Feedback Response Mechanism Database.
• Ensure all Feedback received through the Interactive Voice Response are shared with relevant teams and resolutions to this feedback is shared and the feedback loop is closed.
• Register all Feedbacks received from the toll-free hotline number into the Feedback Response Mechanism databases.
• Ensure that all Feedbacks are logged on and closed on a timely basis.
• Follow up with all relevant teams on sharing all resolutions and actions of the feedbacks through to completion and update the status of the cases accordingly.
• Respond and communicate with the beneficiaries in a dignified manner regarding their complaints/feedback.
• Manage the Feedback Response Mechanisms (FRM) and include systems that effectively manages all the Feedback received.

Data Collection and Reporting:

• Document calls, ensuring accurate data entry, and categorize complaints or feedback for analysis.
• Prepare regular reports on hotline usage, trends in complaints, and feedback for internal use and donor reporting.
• Maintain a secure database of all feedback received to ensure confidentiality and transparency.

Referral and Case Management:

• Refer complaints and queries to relevant departments within the organization for resolution.
• Follow up with the concerned departments to ensure timely and effective resolution of issues.
• Track each case from receipt to resolution, ensuring feedback is provided to the complainants where applicable.

Community Engagement and Awareness:

• Promote the existence and purpose of the hotline through community outreach, awareness sessions, and promotional materials.
• Ensure that communities understand how to access the hotline, the type of support they can receive, and their rights in raising concerns or queries.

Capacity Building:

• Assist in training field staff, volunteers, and community representatives on the accountability and feedback process.
• Work with teams to build a culture of accountability and responsiveness across the organization’s operations.

Confidentiality and Ethical Conduct:

• Ensure all communication and data handling comply with confidentiality policies and respect the dignity of beneficiaries.
• Adhere to the Save the Children’s code of conduct, particularly around ethical communication, safeguarding, and data protection

Feedback Analysis and Improvement:

• Analyze feedback and complaints to identify patterns or recurring issues that may require systemic changes within the Save the Children’s operations.
• Make recommendations for improving accountability mechanisms and strengthening relationships with beneficiaries and other stakeholders.

BEHAVIOURS (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

Ambition:

• Sets ambitious and challenging goals for themselves (and their team), takes responsibility for their own personal development and encourages others to do the same
• Widely shares their personal vision for Save the Children, engages and motivates others
• Future orientated, thinks strategically

Collaboration:

• Builds and maintains effective relationships, with their team, colleagues, members and external partners and supporters
• Values diversity, sees it as a source of competitive strength
• Approachable, good listener, easy to talk to

Creativity:

• Develops and encourages new and innovative solutions
• Willing to take disciplined risks

Integrity:

Honest, encourages openness and transparency

KEY COMPETENCIES

DELIVERING RESULTS(SKILLED)

• Communication Proficiency (oral and written)
• Delivers timely and appropriate results using available resources
• Takes responsibility for their work and its impact on others
• Plans, prioritises and performs tasks well without needing direct supervision
• Understands the link between their work and the organization’s objectives
• Interpersonal Skills
• Organization Skills
• Technical engineering Proficiency

WORKING EFFECTIVELY WITH OTHERS(SKILLED)

• Actively listens to new and different perspectives and experiences of those they work with
• Proactively supports team members and trusts their capabilities

Demonstrates understanding of their skills and how they complement those of others within diverse teams and group.

DEVELOPING SELF AND OTHERS(SKILLED)

• Shows awareness of their strength and limitation and actively takes responsibility for their development
• Seeks out feedback to understand their area for improvement
• Actively shares knowledge and experience with others

PROBLEM SOLVING AND DECISION MAKING(SKILLED)

• Gathers the right information and uses critical thinking to make effective and timely decisions
• Stays with a problem or challenge until a solution is reached or no longer reasonably attainable
• Knows when to involve others in a decision
• Demonstrates awareness of the wider external influences that impact on decision making

Experiences and Qualifications

• University degree in social sciences, economy, statistics, development studies, information technology or other relevant academic discipline.
• MEAL certifications is an asset.

EXPERIENCE AND SKILLS

• Background of implementing effective M&E systems and/or accountability mechanisms in both humanitarian and developmental responses
• Computer literacy, particularly in Word, Excel, and PowerPoint; knowledge of other data analysis software such STATA, SPSS, etc, will be an added value
• Excellent planning, coordination and reporting skills, with the ability to organ a substantial workload comprised of complex, diverse tasks and responsibilities.
• Strong communication and interpersonal skills, with experience working in multicultural, Strong communication and interpersonal skills
• Proven experience and skills in data collection and analysis.
• Qualified female candidates are highly encouraged to apply this post.

• Desirable:

Minimum at least 3 - 6 months’ experience working in similar role in an INGO or with a busy working environment

Additional job responsibilities

The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.

Equal Opportunities

The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.

Child Safeguarding:

We need to keep

 children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.

Adult Safeguarding.

The post holder is required to carry out the duties in accordance with the SCI anti-harassment policy, all employees are also expected to carry out their duties in accordance with SCI protection from sexual exploitation abuse.

Health and Safety

The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.

Skills Required

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