Client Responsiveness and Accountability (CRA) Manager

Overview

Implement Client Responsiveness and Accountability actions effectively

You have:

• 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.
• 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.
• Previous experience with CommCare and/or PowerBI a significant advantage.
• Previous experience coordinating surveys or large data collection exercises desirable.

Job Description

BACKGROUND The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC delivers education programs in 22 conflict-affected or post-conflict countries around the world. Present in Sierra Leone since 1999, IRC supports the Sierra Leonean institutions – government, civil society, community-based organizations, and private sector – to provide improved social services. The IRC does this through programs and partnerships designed to improve the life of women, youth, and children by implementing Health, Education, and Women’s Protection and Empowerment programming.

SCOPE OF WORK 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 M&E 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.

DUTIES AND RESPONSIBILITIES Accountability Systems and Procedures: 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 M&E 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. 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 and 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 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, staff meetings, and circulated to relevant sector leads 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. Help in design and development of information, education and communication materials for client feedback mechanisms. Coordinate, consolidate and document lessons learned and best practices and share with relevant stakeholders. 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 M&E Coordinator. Support large or complex assessment/evaluation activities as required Support implementation of rapid needs assessments in the event of emergencies

Qualifications

MINIMUM QUALIFICATIONS AND EXPERIENCE 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. 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. Previous experience with CommCare and/or PowerBI a significant advantage Previous experience coordinating surveys or large data collection exercises desirable

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Potential interview questions

Added 3 years ago - Updated 1 year ago - Source: rescue.org