Save the Children is the leading independent organization for children in need, with programs in over 120 countries. We save children’s lives. We fight for their rights. We help them fulfil their potential. Save the Children is working in Nigeria because one in five children in Nigeria dies before their fifth birthday. About 40% of children miss out on school and have to work to survive while nearly 2 million children have lost one or both parents to an AIDS-related disease.
We are recruiting to fill the position below:
Job Title: Accountability Intern
Job ID: 210004X4 Location: Abuja (FCT)
Employee Status: Fixed Term
Grade: NAT 7
Team: Nigeria Country Office
Post Type: National
Reports to: Acting Accountability and gender Adviser
Staff directly reporting to this post: None
Child Safeguarding
Level 3 - The responsibilities of the post may require the post holder to have regular contact with children or young people and, in the overseas context all posts are considered to be level 3 posts in view of potential situations which may allow staff unsupervised access to vulnerable children and young people.
Role Purpose
The role is responsible for receiving and registering complaints and their responses in the complaint database in a timely manner.
This position will also be responsible for communicating response to enquiries and complaints to beneficiaries in a dignified manner.
Key Areas of Accountability
Receive and Respond to Complaints and Feedback:
Handling of the CRM phone lines
Receive complaints and feedback via the CRM toll free lines
Respond to inquiries from programme beneficiaries
Refer programme specific complaints to accountability focal points.
Document all feedback and complaints received from programme beneficiaries:
Lodge all feedback, complaints and responses in the CRM database
Ensure complaints are closed within the appropriate timeframe
Ensure CRM database is forwarded to the accountability coordinator monthly
Ensure confidentiality of complaint data is respected.
Others:
Provide support to accountability coordinator to ensure effective CRM system across programmes
Ensure CRM database is forwarded to the accountability coordinator monthly
Ensure confidentiality of complaints data is respected.
Skills and Behaviours (our Values in Practice)
Accountability:
Accuracy and timeliness in all areas of responsibility
High level of accuracy in work, and ability to analyse complex sets of relationships and situations
Holds self and others accountable.
Ambition
Future-orientated, thinks pro-actively.
Collaboration:
Working effectively with stakeholders to achieve common goals
Excellent communication and interpersonal skills
Builds and maintains effective relationships, with their team, colleagues, members and external partners
Approachable, good listener, easy to talk to.
Creativity:
Designing more effective admin systems
Willing to take disciplined risks.
Integrity:
Honest, encourages openness and transparency, demonstrates highest levels of integrity.
Skills & Experience
Administrative and general skills
Essential:
At least a Bachelor’s Degree in related field and 1 year of professional experience. Previous experience with other local and international NGOs
Experience in or understanding of programme accountability principles
Commitment to championing community and partner point of views
Very good listening and facilitation skills – capable of managing and facilitating group discussions with programme participants, children, parents/caregivers, local officials, partners and all levels of staff
Ability to work in partnership with government and other NGO’s staff
Ability to mobilise people – to develop and maintain relationships with staff and communities to ensure their participation in save the children’s ways of working
Knowledge and experience of child safeguarding policies and procedures
Ability to speak Hausa, Kanuri, Shuwa and other local languages.
Desirable:
Good understanding of accountability principles in terms of donors and organisational management but critically also to beneficiaries.