Client Responsiveness and Accountability Senior Officer - Erbil

Job Description

Founded in 1933, the International Rescue Committee is a prominent international organization working in relief, rehabilitation, protection, post-conflict development, resettlement services and advocacy for those uprooted or affected by violent conflict and oppression.

Working in coordination with the humanitarian community, the IRC currently addresses the needs of war-affected populations from several operational bases across Iraq. Our activities in Iraq focus primarily on Economic Recovery and Development, Education, Legal assistance, and women and children’s protection, and form part of an over-arching humanitarian response in Jordan, Lebanon, Syria, and Iraq and the region that seeks to assist refugees, IDPs and war-affected people survive conflict and displacement.

Position Overview

The purpose of the Client Responsiveness and Accountability Senior Officer position is to manage and strengthen the country program’s Clients Responsiveness and Accountability in compliance with organizational, regional, and country program policies and best practices. Position responsibilities include establishing and managing the operational framework; supporting clients participatory approaches services; 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 active management style and the ability to forge strong working relationships across programming and operations units.

As a member of the Monitoring and Evaluation team, this position will report to the Monitoring, Evaluation, Accountability and Learning (MEAL) Coordinator in Erbil.

Job Responsibilities

Lead development and maintenance of operational framework

· Lead mobilization of resources for on-going and future CRA initiatives, closely with the MEAL coordinator. Incorporate protection safeguards, supervise implementation and take corrective measures.

· Coordinate consultations with stakeholders to inform system design and implementation with the MEAL team.

· Implement the risk management plan in close coordination with country management, human resource and safety/security personnel on risk management.

- Elaborate a roadmap for enhancing CRA system strengthening to IRC Iraq Country office and local partners.

· Conduct annual reviews of the Clients Responsiveness and Accountability in-country SOP’s in close collaboration with the regional technical unit.

- Work closely with the MEL and programme teams to ensure the inclusion of CRA in key processes and activities related to projects and longer-term planning.

Manage delivery of CRA services

· Develop detailed implementation plan for Feedback and Response Mechanism introduction.

· Coordinate development and implementation of public information campaign and materials.

· Manage set up and operation of age, gender, and disability appropriate communication channels in collaboration with programme teams and field coordinators.

· Coordinate development and update of resource package to support complaint handling and referrals.

· Supervise and assist staff and working groups to implement processes and procedures.

· Follow up on and assist with case management progress and deadlines.

· Facilitate internal and external referrals in collaboration with relevant internal teams and external actors.

- Support programme teams to increase levels of engagement and accountability to communities, through the establishment of appropriate feedback mechanism, information sharing methods and participatory processes.

Manage data for decision-making

· Use and maintain software (JIRA ticketing system) to manage data in close coordination with information technology staff.

- Produce monthly and annual CRA reports that shows the status of clients feedback, and share with sector leads during grants reviews. - Participating in learning exercises and ensure clients feedback is an integral part of the learnings.

CRA Capacity Enhancement:

- Working closely with country teams, lead the rollout of country-level capacity enhancement initiatives based on the CRA guidelines and training package. - Guide and support local partners to strengthen their CRA preparedness capacity, tools, guidance and standards contextualized to their needs. - Support evidence-based learning demonstrating the impact of CRA on the quality and effectiveness of programming through initiatives such as surveys, and case studies.

Lead knowledge development

· Ensure strategic data management to feed into programme improvement processes as well as advocacy.

· Assist orientation of general staff to feedback/complaints policy and procedures.

· Create and maintain electronic resource library (e.g. other organizational feedback mechanisms).

· Support participatory and evidence-based learnings by assessing the CRA system and monitoring levels of clients’ engagement through events, meetings, and case studies.

Coordination and networking:

· Maintain ongoing/Establish new relationships and collaborations with key partners who are active in CRA, to allow scaling up CRA initiatives.

· Represent country program in internal/external forums.

Key Working Relationships:

Position Reports to: MEAL coordinator Position directly supervises: CRA Assistants

Indirect Reporting: N/A Other Internal and/or external contacts: describe the nature of departments or groups the position influences or requires support from to accomplish objectives.

Internal: All MEAL staff, Program sector leads

External: Humanitarian Service providers beyond IRC

Qualifications

Education: bachelor’s degree or above.

Work Experience: Three to five years in field program management, monitoring and evaluation, and/or social services, with case management experience and interaction with beneficiaries strongly preferred.

Demonstrated Skills and Competencies:

· Demonstrated experience with program design, planning, and management, preferably with remote programming.

· Experience supervising staff and working with multi-disciplinary teams.

· Excellent interpersonal and communication skills.

· Working knowledge of monitoring and evaluation systems and tools.

· Demonstrated ability to effectively analyze, interpret and present data.

· Excellent writing and editing skills.

· Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as KOBO/Commcare).

· Strong self-initiative, and ability to be flexible under pressure and lead team in fast-paced environment.

· English, Kurdish, and Arabic are required.

Working Environment

The position will be based in Erbil Iraq with Frequent travels within Iraq governorates mainly Kirkuk, Salaheddine, Anbar, and Ninewa and possibly to other countries in the region where IRC operates.

Standards of Professional Conduct: 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, and Anti-Retaliation.

Gender Equality IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including maternity leave, gender-sensitive security protocols, and other supportive benefits and allowances. Qualified female candidates are strongly encouraged to apply.

COVID-19 Vaccination Requirement****: Per the Iraqi Ministry of Health COVID-19 guidelines, IRC requires candidates who are selected for positions to provide proof of COVID-19 vaccination to enter IRC premises. However, the exemption is only accepted per the Iraqi Health regulation and upon the provision of a negative PCR test.

Commitment to Diversity and Inclusivity****: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer****: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Notice to all Job Seekers

IRC implements an equal employment opportunity policy, and our recruitment process is based on merit.

Applicants and/or successful interview candidates (both internal and external) are not required to pay any fees at any stage of the recruitment process.

If anyone asks you for any financial or non-financial favors to help you secure a job at IRC, kindly report to [email protected].

ملاحظة لكل الباحثين عن وظيفة

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