Client Responsiveness and Accountability Manager

Job Description

Background/IRC Summary: 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. The IRC leads the way from harm to home. As of February 24th, the IRC has pivoted to an emergency response, and have identified partner agencies in Ukraine to facilitate immediate assistance that can be used where it is the most needed.

Job Overview/Summary: The Client Responsiveness Manager will be responsible to set up and coordinate a robust and contextually appropriate system to collect, record and respond to client feedback, requests and needs; generally, oversees the CRA action in the country office. S/he will ensure the implementation of client feedback channels which are relevant to clients and to the programs team. The Client Responsiveness Manager will be responsible for supporting all sectors to implement appropriate feedback mechanisms at all phases of projects and will provide reports on the status of each program’s ability to meet Client Responsiveness standards and follow global commitments on AAP. The Client Responsiveness Manager will also be accountable for making sure that feedback (overall/as a trend) is taken into account during the program design phase, mid-term and end-line evaluation. S/he will ensure that the Feedback Registry and other tools developed in CommCare, Zendesk and KOBO are fully functional, secure and being used by the MEAL and Program focal points in all field locations. Major Responsibilities: Specific responsibilities include, but are not limited to: Feedback Monitoring, Reporting, and Response Strengthen client feedback, ensure effective and sustainable response mechanisms based on regional standards and expectations are in place and functioning as intended. Ensuring appropriate client feedback channels are in-place for all sectors and all locations; including partner organizations. Design and develop core processes and standard operating procedures (SOPs) for the feedback, reporting, and complaints mechanism, including designing and selection of feedback channels and Do No Harm in project areas. Setting up and managing the Feedback Registry and other tools developed in CommCare, Zendesk and/or KOBO to ensure that they are fully functional, secure and being used by the team in all field locations Regularly review the feedback collected from all feedback mechanisms. Look for and report on trends in the types of feedback received, including analyzing feedback by location or by sector or by other factors. Communicate the trends in feedback to the MEAL Coordinator, DDP, and Technical Coordinators to ensure that the feedback is reported and taken into consideration during the program design phase. Provide suggestions to MEAL Coordinator, DDP, and Technical Coordinators on how to better meet IRC standards and expectation related to client responsiveness. Present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team, as well as synthesize qualitative feedback in ways which provide the detail that the program team will need to craft an appropriate response. Keep a record of how client feedback has been responded to through information collection and data analysis. Ensure that the feedback loop with clients is closed to acknowledge their feedback and inform them about what the IRC has done in response to feedback. Report on the number of cases that are closed/responded to, and the timeframe in which they are responded to. Ensure that an accurate and secure archiving system for both quantitative and qualitative data is established and being use appropriately Data usage for Action Ensure Clients feedbacks data and its analysis is available for senior management, while considering the confidentiality and clients’ protection. Ensure regular flow of Client Responsiveness data from field location to country MEAL, analyze and interpret the data to help program management in taking informed decisions. Produce and submit high quality reports on client responsiveness within the agreed timelines clearly demonstrating trends and key lessons learnt. Lead the Post Distribution Monitoring (PDM) data collection, analysis and produce high quality reporting, and ensure ongoing client feedbacks are used to triangulate the key PDM findings. Lead documentation and sharing of knowledge and emerging practices on CR internally and externally with the wider partner audience. Capacity Building Lead the rollout of IRC global strategic initiatives related to accountability, including adapting in-country tools to align and enable reporting against IRC global standards. Ensure that all field based staff working on client responsiveness activities receive appropriate technical support and supervision. Conduct regular visits to field sites to ensure that accountability tools and strategies being implemented effectively.

Other Maintain open and professional relations with other team members while promoting strong team spirit Respond to donor inquiries about feedback mechanisms, when appropriate. Other duties as assigned by the supervisor to enable and develop IRC programs

Collaborate in the development and execution of coherent plans for strengthening client responsiveness capacities of implementing partner. KEY WORKING RELATIONSHIPS: Position Reports directly to MEAL Coordinator and work closely with Country MEAL unit. Position directly supervises: MEAL Assistances in different field locations Other Internal and/or external contacts: Internal: DDP, TC’s, Program/project Managers, Sectoral MEAL team etc… External: Partner MEAL staff; Clients, external consultants in partnership with technical team (if relevant). Requirements: Experience in working in a similar role/with similar responsibilities in a multi-sectoral and donor funded project; OR good understanding of feedback management and experience in working with client feedback services in an organization. Bachelor degree in- Social Work, Human Rights, International Law, Social Science, Development studies, or in any other relevant discipline. A masters’ degree in any relevant field is an added advantage. Experience in delivering accountability mechanisms, as well as capacity to support effective communication with communities (with a specific focus on empowering women, children, and marginalized groups). Demonstrated experience developing tools and systems for AAP and community engagement. Experience in creating and maintaining feedback mechanisms. These may include surveys, focus group discussions, hotlines, suggestions boxes, Feedback Committees etc. Experience of analyzing and presenting data in a way that facilitates effective decision making Demonstrated experience in capacity strengthening of staff Able to function efficiently in a sophisticated work environment and to set appropriate priorities and deal effectively with competing priorities. Good written and spoken English, Ukrainian and Russian local languages will be added advantage Excellent computer skills and proficient in Word, Excel, PowerPoint, Kobo Toolbox, CommCare and Power BI. Experience with Zendesk or other client satisfaction /client relationship management (CRM) technologies is a plus. Willingness to travel to different field sites.

The IRC Core Values and Commitments;

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional 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, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity Anti-Retaliation and Combating Trafficking in Persons.

IRC is committed to ensuring that IRC staff is suitable to work with children and have the knowledge s/he needs to uphold and abide by the IRC’s Child Safeguarding Policy. Level of interaction with children: less frequent direct contact with children

IRC recognizes that gender equality is fundamental to the achievement of our organizational mission. As such, IRC is committed to the promotion of gender equality in all aspects of our operations and programs. Our organizational policies, procedures and actions demonstrate this commitment. Women candidates and persons with disability are highly encouraged to apply.

Professional Standards The International Rescue Committee is determined to protect the people it serves and staff from all kinds of harm, including sexual exploitation, abuse, and harassment. It is committed to take all necessary preventive measures and create an environment where people feel safe. IRC builds diverse and inclusive teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

IRC workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces its safeguarding policies to protect adult and child clients from any form of exploitation and abuse, including sexual exploitation and abuse, and its staff from sexual harassment and violence.

Where misconduct is alleged, IRC follows a Zero tolerance approach and takes all necessary actions and corrective measures. IRC investigation unit comprises of experts and trained investigators that ensures professional survivor-centered investigations are conducted if allegations of safeguarding violations are reported through the safe and accessible reporting channels that IRC makes available to its staff, partners, and clients.

These commitments are set out in IRC’s Safeguarding Policies, accessible in English and in Ukrainian language via this link: https://rescue.box.com/v/irc-safeguarding-policies.

IRC is an active member of the Inter-Agency Task Force on Protection from Sexual Exploitation and Abuse (PSEA) set-up in Ukraine.

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Qualifications