Client Responsiveness and Accountability Officer

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 Clients Responsiveness and Accountability (CRA) Officer will be reporting to the CRA manager. S/he will be responsible for ensuring the implementation of client feedback channels which are relevant to clients and to program teams. S/he support the CRA that feedback mechanisms (both proactive and reactive) are established in consultation with the communities; regularly promoted through different media and clients’ feedback is regularly collected, analyzed, and responded to in timely manner. The CRA Officer conducts feedback sessions, FGD and surveys to solicit for clients’ feedback. 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:

• Ensuring that feedback channels for all sectors are in-place and appropriate for context in different field locations

• Ensure the set-up feedback mechanisms to collect and respond to client feedback – both proactive and reactive with support from MEAL and program staff in different locations

• 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

• Ensure the hotline is functioning well, receive and respond to calls (incoming + missed calls) , provide technical assistance, capacity building to MEAL assistants of hotline management

• Supporting the CRA Manager in capacity building on CR to MEAL and program staff in all field locations to ensure that client feedback and complaints are received, appropriately recorded, and responded in a timely manner.

• Conducting detailed data analysis for quantitative and qualitative data received through the different channels and presenting statistics in clear formats to highlight feedback trends to program and grants

• Working closely with the CRA Manager in preparing weekly, monthly and quarterly CR reports, and presentations for sharing with the Senior Management Team

• Support post distribution monitoring survey and client verification assessment to in different locations

• Ensure key feedbacks from different program locations are shared with respective program focal points timely and follow-up its utilization by respective program team.

• Work with the MEAL team in the sector to ensure the functionality of sectoral CRA channel and timely response of key programmatic feedbacks

• Any other duties assigned by the supervisor

Requirements:

• Bachelor’s Degree in humanitarian assistance, Social Work, Human Rights, International Law, Social Science, Development studies, or related field.

• 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).

• Experience in handling feedback service for an organization, knowledge of the humanitarian contexts, with a preference for experience in engaging across multi sectoral setup. .

• Good communication, team work , and interpersonal skills.

• Knowledge of standards on accountability to affected population, community engagement and participation

• Ability to package and communicate complex topics through written reports and presentations.

• Experience of analyzing and presenting data in a way that facilitates effective decision making

• Excellent facilitation skills, and strong understanding of how to safely and accurately collect feedback 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.

• Driven, self-directed and the ability to handle multiple competing demands and commitments, and to work flexibly in a team

• Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems

• Good written and spoken English and Ukrainian + Russian language skills

• Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint. CommCare and PowerBI is an advantage

Desirable:

• Experience of working with IDPs, and an understanding of the communication channels and preferences of displaced people.

• Work experience in the humanitarian sector

• Experience of providing capacity building, training, and advice to colleagues on feedback mechanisms

• Experience of drafting reports using quantitative and qualitative data

The IRC Core Values and Commitments;

The position will be based in Dnipro/Kharkiv/Odessa with frequent travel to field locations. 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.

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