Client Responsiveness and Accountability (CRA) Manager

Job Description

The Client Responsiveness and Accountability (CRA) Manager reports to the MEL Coordinator. S/he will support in the implementation of Client Responsiveness and Accountability actions under the direct supervision of MEL Coordinator, and will be responsible for day-to-day implementation of the Community Feedback and Response Mechanism, a strategic commitment in IRC Sierra Leone country program for client responsiveness. Main responsibilities are mostly related to accountability of our clients and include administrative handling of feedback and complaints, routine recordkeeping, and communication and coordination. S/he will ensure that feedback mechanisms (both proactive and reactive) are established in consultation with the communities; regularly promoted through different media and other community engagement forums. S/he will ensure clients’ feedback is regularly collected, analyzed, and responded to in timely manner. S/he will also ensure that Community Engagement and Accountability (CEA) reports are regularly generated within the agreed frequency and result areas are presented regularly during project meetings and donor reporting requirements. The position requires the ability to work closely with a multi-sectorial program team and to interact effectively with a wide variety of community members. This position is based in Bo and frequent travel to field.

Major Responsibilities: Accountability Systems and Procedures: Update/Review the Standard Operating Procedures (SOPs) for Client Responsiveness, Accountability and Feedback Plans together with the MEL Coordinator. Lead and coordinate processes to collect, review and respond to client feedback regarding IRC implementation projects on Education, Health, and Women & Girls Protection and Empowerment (WGPE). Develop client responsive accountability framework structure for the Country Program Develop benchmarks/indicators to monitor CRA across programs Help in developing assessment tools in collaboration with MEL Coordinator. Spearhead the development of feedback in contingency plans and emergency preparedness in line with IRC best practices and guidelines for working in emergencies. Provide extensive capacity building for staff and partners on concept of CRA Ensure client responsiveness plans are developed and well-coordinated with project staff. Help in design and development of information, education and communication materials for client feedback mechanisms. Establish a help desk/information table for the community members to answer clients’ comments/questions. Coordinate, consolidate and document lessons learned and best practices and share with relevant stakeholders.

Management of client’s feedback and/or complaint Set up feedback mechanisms in collaboration with the IRC implementing partners to collect and respond to client feedback - both proactive and reactive considering technological advancements and literacy of the target population Serve as point of contact/ and administer different feedback channels (e.g. hotlines, suggestion boxes, individual interviews). Inform stakeholders about confidentiality policy, complaint-handling process, and time frames. Handle routine questions and requests for information. Conduct regular Focus Group Discussions, support Data collection activities and meetings with different stakeholders to solicit feedback on IRC’s work in support with Monitoring and Evaluation department. Enter, analyze, and share consolidated client feedback data to senior management to be discussed at SMT meetings for course correction. Compile and share ideas and methods across the different sectors on how to engage with communities in two-way communication. Facilitate workshops and discussions with key staff on client engagement and accountability mechanisms. Update the client feedback registry and classify the complaints and feedback as required. Monitor the concerns of clients accessing IRC services and highlight the specific needs of men, boys, women, and girls. Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures. Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries. Provide to beneficiaries’ information on third-party services available in the area.

Complaint Response Mechanism: Develop and manage Complaint Response Mechanism (CRM) Provide technical support to partners on implementation of CRM including review of all existing partner CRM Acknowledge, receive and register feedback/complaints from clients of IRC’s assistance and the community members. Ensure complaints are correctly and timely lodged into the CRM database and clients are communicated with in a dignified manner regarding their complaints/feedback Support MEAL Coordinator focal point conduct quarterly survey for Complaints Satisfaction Assessment Provide CRM Report on a quarterly basis to MEAL Coordinator for dissemination to SMT Ensure verification of complaints registered & ensure the timely resolution of the complaints & completion of CRM database. Facilitate communication with complainants about case status and decisions.

Data Management and Reporting Handle entry, upload, and export of data, using designated software. Organize paper and electronic records for routine reporting in timely manner. Ensure confidentiality and privacy of client feedback data management in line with existing IRC policies on data protection. Submit high quality monthly reports; and compile client engagement and accountability statistics. Produce monthly and annual reports on CFRM data

Community Awareness and Learning Coordinate and communicate with other CR team members throughout the country for sharing best practices and challenges. Provide advice to M&E Coordinator on development of visual materials for dissemination among beneficiaries. Ensure Feedback Mechanism briefings and information dissemination is provided on routine basis to local field staff as well as community members. Support the conduct of or facilitate any required training for IRC staff and partners on Client Responsiveness

Others Implement other activities, related to the objectives of Sierra Leone M&E technical support unit, as assigned by MEL Coordinator. Support large or complex assessment/evaluation activities as required Support implementation of rapid needs assessments in the event of emergencies

Qualifications

Qualifications: Bachelor’s Degree in relevant fields such as human rights, international law, social sciences, statistics, or related field. Minimum of four years’ experience in humanitarian contexts, implementing Community Engagement and Accountability (CEA)/Accountability to Affected Population (AAP) programs. Advanced English language skills, oral and written.

Demonstrated Skills and Competencies: Ability to package and communicate complex topics through written reports and presentations. Excellent facilitation skills, and strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diversity factors. Ability to handle multiple tasks; proven self-initiative and problem-solving abilities.

Preferred experience & skills: Expertise in delivering community engagement and accountability mechanisms, as well as capacity to support effective communication with communities. A strong understanding of accountability and proven ability to build Client Feedback Systems Proficient in Microsoft Office suite (Word, Excel, PPT, CommCare, KOBO/ODK, etc.) Proficient in Data analysis and visualization Knowledge of CommCare and PowerBi Experience in Monitoring and Evaluation

Standards of Professional Conduct: The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowance.