Accountability Assistant (Hotline Operator) (Gadarif) – SAVE THE CHILDREN

By Osama Elsheikh Last updated Dec 3, 2025

Job Description

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

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:

Integrity:

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.

Level required: Accomplished

Diploma or 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).

Health and Safety

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