WB Accountability Assistant

 

The Opportunity – Accountability Assistant – for Nationals 

 

Post location:  West Bank Field Office (WBFO)/ Ramallah

Contract Duration: 1 year

 

The Accountability Assistant will be part of the MEAL team, within accountability and Child Participation Unit. He/she to ensure that the organization’s Feedback and Response Mechanism (FRM) is effectively managed, promoting accountability and ensuring timely and appropriate responses to beneficiaries, stakeholders. This role supports the organization’s commitment to transparency, stakeholder engagement, and continuous improvement.

 

Reports to: Accountability/ WB MEAL Coordinator

Role Dimensions: oPt CO is a high complexity country, multi-member interest, with an annual budget of around $40+m, and 100+ staff. Currently the program is experiencing a growth in funding and complexity due to the war in Gaza.

Functional relationship: Closely work with MEAL team 

Staff directly reporting to this post: none

 

• Operate the hotline, email, and other feedback channels (e.g., SMS, WhatsApp, complaint boxes, walk-in).
• Receive, record, and categorize feedback, complaints, and inquiries in the FRM database (e.g., KOBO, PowerApps).
• Ensure confidentiality and secure storage of all feedback and complaints.
• Provide accurate and professional responses to beneficiaries and stakeholders.

• Follow established protocols to assess the nature and urgency of complaints.
• Assist in referring cases to the relevant departments or focal points, ensuring follow-up and resolution.
• Track and document complaint resolution timelines to ensure accountability.

• Ensure communities are aware of available feedback channels and their purpose.
• Provide beneficiaries with clear information about their rights and how to provide feedback.

In order to be successful you will bring/have: 

 

Bachelor’s degree in social sciences, Communication, Development Studies, or related fields.

 

• Minimum two-year experience in hotline operation, customer service, or accountability roles.
• Familiarity with humanitarian or development work is an advantage.
• Proven experience in data management tools (e.g., KOBO Toolbox, MS Applications, or CRM systems).
• Fluency in local language and command in English.
• Ability to handle sensitive information with discretion and professionalism.
• Strong problem-solving and conflict-resolution abilities.
• Commitment to actively listening to other people’s ideas and viewpoints. 
• Excellent interpersonal and oral and written communication skills. 
• Commitment to the aims and principles of Save the Children. In particular, a good understanding of the Save the Children mandate and child rights, and an ability to ensure this continues to underpin our support. 

 

We offer a competitive package in the context of the sector.  This role is offered on the basis of national terms and conditions.

 

 

 

Save the Children works in development and humanitarian contexts with children and partners to help families, communities, and governments identify and use innovations to ensure all children survive, learn and are protected.

 

We employ approximately 25,000 people across the globe and work on the ground in over 100 countries to help children affected by crises, or those that need better healthcare, education and child protection. We also campaign and advocate at the highest levels to realize the right of children and to ensure their voices are heard.  
 

We are working towards three breakthroughs in how the world treats children by 2030:

• No child dies from preventable causes before their 5th birthday 
• All children learn from a quality basic education and that,
• Violence against children is no longer tolerated 

We know that great people make a great organization, and that our employees play a crucial role in helping us achieve our ambitions for children.  We value our people and offer a meaningful and rewarding career, along with a collaborative and inclusive environment where ambition, creativity, and integrity are highly valued. 

Please attach a copy of your CV and cover letter with your application and include details of your current remuneration and salary expectations.  A copy of the full role profile can be found at www.savethechildren.net/careers/apply

 

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.

 

All employees are expected to carry out their duties in accordance with our global anti-harassment policy.