Client Responsiveness and Accountability Officer (Internal Only)
Support client responsiveness and accountability mechanisms effectively.
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Overview
Support client responsiveness and accountability mechanisms effectively.
You have:
- Bachelor’s degree in economics, social sciences, public health or business administration or equivalent.
- 1 to 2 years of experience working in customer service role. Previous experience with an NGO desirable.
- Strong communication skills in English and Arabic – fluency in English is a distinct advantage.
- Full professional competency in Microsoft Office Suite, especially Word, Excel, Outlook, and PowerPoint.
- Experience with mobile data collection (i.e ODK/ONA, KOBO, CommCare) and data management software is strongly preferred.
- Willingness to travel to all areas’ sites regularly.
- Demonstrate ethical and professional competencies by respecting client and caller confidentiality.
- Address needs and requests in a professional manner.
- Handling calls that can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
- Report any incident or act that causes any harm to an IRC client or to others.
Work Arrangement:
Job Description
Job Overview:
The Client Responsiveness and Accountability Officer is part of the MEAL team based in Beirut. S/he reports to the MEAL Coordinator and will support Programs and staff in Beirut, Bekaa, and Akkar. S/he is responsible for the data and information management process, follow-up with programs and partners on different direct feedback oversighting Client Responsiveness Mechanisms (also known as Feedback and Complaints Mechanisms) over the different channels that IRC offers with Clients. These channels include management of Hotline, Email, Direct Messaging, Comment Boxes, and Face to Face Interactions with Clients on the field. The CRA Officer Role will also be responsible for managing the data entry process (on JIRA Software) of submitted feedback and its referral to program focal points for further action.
The CRA Officer will support building internal and partner capacity (when necessary) to constantly improve systems and data quality. Internal Capacities include hosting training for Staff Members on Accountability Practices, and External Capacities include working with partners on standardizing toolkits and ensuring that partner CRA SOPs align with IRC Global Practices. Additionally, the CRA Officer will act as a focal point for data sharing between Partners and IRC for Accountability Information.
Responsibilities:
1. Management of Hotline Number:
- Answer all phone calls received at the Hotline number. - Identify the profiles, needs, complaints, feedback, and expectations of the client/complainant. - Record clear and accurate details of requests for information, feedback, and complaints reported by the client/complainant. Process in accordance with internal protocol. - Liaise with supervisors, other operators/FCOs, and program technical focal points to gather information and resolve issues reported by client/complainant. - Where possible, provide immediate and relevant assistance to callers: accurate information and details about IRC services in the relevant location. Coordinate with Referrals Officers in case of referrals to external agencies or internal units according to IRC’s referrals pathways.
2. Management of Face-to-Face Feedback:
- Act as the focal point for face-to-face feedback received at IRC centers or any other site. - Identify the profiles, needs, complaints, feedback and expectations of the client/complainant. - Record clear and accurate details of requests for information, feedback, and complaints reported by the client/complainant. Process in accordance with internal protocol. - Ensure that client/complainant is able to provide feedback in a confidential setting where they feel comfortable. - Liaise with supervisors, other operators/FCOs, and program technical focal points to gather information and resolve issues reported by client/complainant. - Where possible, provide immediate and relevant assistance to client/complainant; accurate information and details about IRC services in the relevant location. Coordinate with Referrals Officers in case of referrals to external agencies or internal units according to IRC’s referrals pathways.
3. Management of Feedback & Complaint Boxes:
- Weekly checking of feedback and complaints boxes in all locations. - Accurately record details of all feedback and complaints received through the boxes on JIRA Systems. - Ensure that all feedback and complaints requiring a follow up, receive a response/phone call within 72 hours of receipt of submitting feedback through this mechanism. - Liaise with supervisors, other operators/FCOs, and program technical focal points to gather information and resolve issues reported by client/complainant. - Where possible, provide immediate and relevant assistance to client/complainant; accurate information and details about IRC services in the relevant location. Coordinate with Referrals Officers in case of referrals to external agencies or internal units according to IRC’s referrals pathways.
4. Reporting and information processing:
- Participate in Partnership Capacity assessment to determine accountability practices and their standards and build a robust workplan to elevate partnership accountability systems accordingly. - With the support of the manager, provide capacity building to partners in coordination with the Partnership department. - Meet with the partners to work on an action plan and follow up with them regularly to ensure that all points are met. - Act as an IRC Data Focal point for migrating partner data on Accountability through a monthly level. - Support the Coordinator with the development of the monthly report and quarterly reports, as well as the Lebanon CRA Interactive Dashboard.
Key Working Relationships:
- Position Reports to: MEAL Coordinator. - Internal Contacts: IRC Staff such as FCOs, program staff, technical focal points, MEAL Staff, etc. - External Contacts: IRC Clients/beneficiaries and callers, Partner Focal Points.
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Qualifications
- Bachelor’s degree in economics, social sciences, public health or business administration or equivalent. - 1 to 2 years of experience working in customer service role. Previous experience with an NGO desirable. - Ability to organize work, maintain composure when working under pressure, and multi-task effectively. - Strong communication skills in English and Arabic – fluency in English is a distinct advantage. - Team player with experience in a multi-cultural environment. - Full professional competency in Microsoft Office Suite, especially Word, Excel, Outlook, and PowerPoint. - Experience with mobile data collection (i.e ODK/ONA, KOBO, CommCare) and data management software is strongly preferred. - Willingness to work travel to all areas’ sites regularly. - Demonstrate ethical and professional competencies by respecting client and caller confidentiality. - Address needs and requests in a professional manner. - Handling calls that can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller. - Report any incident or act that causes any harm to an IRC client or to others.
Work Environment:
Travel and other requirements: Position will be based at the Beirut office with potential field visits to other field offices.
Potential interview questions
| How have you handled a difficult customer service situation in the past? | This question assesses your problem-solving and empathy skills. | Share a specific example where you resolved a distressful situation effectively. |
| Can you describe your experience with data management software? | Interviewers want to understand your familiarity with required tools. | Pro members can see the explanation. |
| How do you prioritize tasks when managing multiple complaints? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe a time when you provided training or capacity building to a colleague or partner. | Pro members can see the explanation. | Pro members can see the explanation. |
| What techniques do you use to ensure confidentiality when handling sensitive information? | Pro members can see the explanation. | Pro members can see the explanation. |
| Tell us about a time when you had to gather feedback from clients personally. How did you ensure their comfort? | Pro members can see the explanation. | Pro members can see the explanation. |
| How would you address a complaint that requires a quick response? | Pro members can see the explanation. | Pro members can see the explanation. |
| What motivates you to work in client accountability roles? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 9 months ago
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Updated 9 months ago
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Source:
rescue.org
