Client Responsiveness and Accountability Officer (National Position)

Job Description

Background/IRC Summary:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is at work in over 40 countries and 26 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. The IRC has been operating in Thailand since 1975 and currently provides assistance to displaced person in Tak, Kanchanaburi, Ratchaburi and Mae Hong Son provinces.

Job Overview/Summary:

The purpose of this position is to control and strengthen the country program’s Accountability system and services in compliance with organizational, regional, and country program policies and best practices. Position responsibilities include establishing and managing the operational framework; delivering feedback and complaint services; handling collection, analysis and presentation of data for decision-making; and developing individual and organizational knowledge. The position requires an ability to forge strong working relationships across programming and operations units. The Clients Responsiveness and Accountability (CRA) Officer reports to the Monitoring and Evaluation Coordinator and support programs including Health, and Protection and Empowerment for field level implementation of CRA actions

Major Responsibilities:

Technical Quality, and Strategy

• Update/Review the SOPs and Feedback Plans together with the M&E Coordinator • In consultation with M&E staffs, and programs’ coordinators strengthen feedback mechanisms to collect and respond to client feedback – both proactive and reactive (technological improvements to existing mechanisms) • Lead and coordinate processes to collect, review and respond to client feedback at the field level. • Conduct regular FGDs and meetings with different stakeholders to solicit feedback on IRC’s work. • Prepare CRA reports based on consolidated analysis of client feedback recorded via proactive and reactive channels, to be discussed at field meetings, project review meetings for analysis and decision making. • Participate in the process of data collection and analysis as necessary. • Perform other related tasks and activities assigned by direct supervisor

Program Development:

• Work with program sector teams and the Grants Unit in ensuring that accountability elements support strong proposals for new funding and high-quality reporting on current programs. • Support programs to ensure accountability considerations are incorporated at all stages of the program cycle (program development, implementation, and monitoring and evaluation). • Develop and modify as necessary IRC’s accountability communications materials (feedback and complaints mechanism, program information) to both staff and community members through brochures and posters and other print media. • In line with IRC’s partnerships strategy, provide all implementing partners and other relevant local organizations with basic accountability training including IRC Code of Conduct. • Participate in monthly project achievement review meetings with Program’s team and Senior Management Team to review achievements and targets in the project log-frame.

Staff Performance Management, Learning & Development

• In consultation with the M&E coordinator, work with program team on providing capacity building on client responsiveness to IRC staff and Camp Based Assistance (CBA) • Using accountability tools consolidate and document lessons learned and best practices and share with relevant internal stakeholders.

Key Working Relationships:

Position Reports to: Monitoring and Evaluation Coordinator Position directly supervises: N/A Indirect Reporting: N/A Other internal and/or external contacts: Internal: IRC Technical Leads, Senior M&E Manager, M&E Manager, Health, Protection, Livelihoods and WPE staffs, and Client responsiveness technical specialist. External: IRC local partners

Qualifications

Job Requirements:

• University Degree in any field • Minimum of 2 years of experience in humanitarian contexts, with a preference for experience in engaging across organizations, in community services and AAP • 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). • Ability to package and communicate complex topics through written reports and presentations. • 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. • Good written and spoken English language skills • Burmese and/or Karen language proficiency preferred • Values diversity, sees it as a source of competitive strength • Good communication, presentation and interpersonal skills. • Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint. CommCare and PowerBI is a strong advantage

Working Environment:

This position will be based in the IRC office in Mae Sot, with extensive travel to the field sites.

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, Accountability and Equality. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Equal Opportunity Employer:

IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.