Client Responsiveness Assistant

Job Description

Background/IRC Summary:

The Syria crisis is often described as the worst humanitarian catastrophe since the end of the Cold War. Today, 13.4 million people in Syria - more than half of the country's population - are in need of humanitarian assistance with needs increasingly being exacerbated by economic decline. Of these, 6.8 million are refugees and asylum-seekers who have fled the country. This is no short-term humanitarian episode. The devastating human consequences to huge numbers of people will endure for decades. The destruction of relationships, communities, livelihoods, homes and infrastructure will take years to repair.

IRC is offering a robust humanitarian response to the Syria crisis a rapidly expanding portfolio, supported by more than 1000+ staff in Syria Country Program. IRC is undertaking programs in Syria and the neighboring countries of Turkey, Iraq, Lebanon and Jordan in the fields of health, child protection, early childhood development, education, women’s protection and empowerment, non-food items and food distribution, cash assistance, water and sanitation, protection and rule of law, and livelihood programming. Our work in these challenging settings gives rise to some of the most pressing issues facing contemporary humanitarian action, including questions of access, security, funding and coordination.

Job Overview/Summary:

Reporting to and technically supported by the Senior Client Responsiveness Officer, the CR Assistant carries out well defined tasks that will contribute to strengthened client responsiveness and monitoring efforts of IRC programs with the aim of optimizing the accountability capacities of the IRC mission in NES to ensure high-quality programming for our clients and support the global ambitions of IRC Strategy 100.

Responsibilities:

Monitoring Activities (100%)

- Collaborate with program to ensure routine collection of complaints, suggestions, or feedback from beneficiaries according to the assigned workplan. - Support the field organization of client satisfaction survey, and client feedback collection systems. - Set-up accountability desks at the distribution or event sites. - Input and maintain up-to-date monitoring and client databases. - Produce simple reports as requested by supervisor. - Other related duties as assigned.

Qualifications

- A college degree, preferably in statistics, social work, or relevant fields. - Minimum 1-2 years of progressively responsible professional experience of MEAL or Client Responsiveness unit. - Previous experience in an emergency or conflict-afflicted setting is required. - Possess a basic understanding of Monitoring and client feedback mechanisms and functions. - Ability to undertake M&E/MEAL activities based on guidance from the supervisor. - Experience and/or coursework in monitoring & evaluation research methods, and quantitative and qualitative analysis is a plus. - Experience working with communities, youth, and adults of diverse backgrounds. - Good written and verbal communication skills. - Good in Microsoft Office applications, especially Excel and Word.

Demonstrated Skills and Competencies:

- A commitment to IRC’s mission, vision, values and IRC Way – Professional Code of Conduct. - Credible written, presentation and verbal communication skills; ability to convey information effectively and solid experience providing training and staff development - Validated sense of professional discretion, integrity, and ability to handle complex situations diplomatically and to effective resolution. - Excellent management and interpersonal skills and a solid ability to promote harmonious/cohesive teamwork, in a cross-cultural context. - Validated ability to plan long-term, organize priorities and work under administrative and programmatic pressures with detail orientation and professional patience. - Highly collaborative and resourceful; ability to establish positive working relationships with senior level management and all other partners to maximize cooperation and productivity. - Curiosity, a desire to continually learn and develop and a sense of humor is a must. - Analytical ability in creating effective solutions to complex matters while adhering to labor laws and internal policies.

Language/Travel:

- Arabic is required, while English is desired. - Travel: 100% to field sites in Al - Hasakeh as well as travel for training to Raqqa, Al-Hasakah, or Deir ez-Zor, depending on the training location.

Key Working Relationships:

Position Reports to: Senior Client Responsiveness Officer Position directly supervises: None

Indirect Reporting (If applicable): Key Internal Contacts:

Key External Contacts: All departments of the organization to serve the process of Follow up Client Responsiveness mechanism

Professional Standards: IRC staff must adhere to the values and principles outlined in IRC Way – Global Standards for Professional Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, IRC operates and carries out policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Respect at Work Fiscal Integrity, and Anti-Retaliation.

Returning National Candidates: We strongly encourage national or returning national candidates to apply for this position. If you are a citizen of the Country in which this position is based and are currently located outside of your home country and possess over two years of international work experience, the Middle East Region has introduced an attractive remuneration package. The package includes competitive compensation, return flight to post, shipping allowance, temporary housing and a relocation allowance. Certain restrictions may apply. IRC strives to attract, motivate and retain qualified national staff in our programs.

Accountability to Clients: IRC staff must adhere to the commitment of contributing to the sustainability and development of its (CR) Client Responsiveness Mechanisms, preserving the culture of prioritizing the needs of our clients and affected communities by systematically listening to their perspectives and using their feedback to make programmatic decisions and give them greater influence over program design and delivery.

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 parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Diversity and Inclusion: at IRC MENA, we are passionate about creating an inclusive workplace that promotes and values diversity. Organizations that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, nationality, and perspective are validated to be better organizations. More importantly, creating a safe workspace environment where everyone, from any background, can do their best is the right thing to do. So, bring your whole self to work.

IRC is committed to creating a diverse, inclusive, respectful and safe work environment where all persons are treated fairly, with dignity and respect. In keeping with our core values of Integrity, Service, Accountability and Equality, IRC strives to maintain a work environment built on mutual respect in which all individuals treat each other professionally, and free of bias, prejudice, and harassment. IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of IRC Persons in any work setting. All IRC staff, wherever they are located, are accountable for creating an environment free of discrimination, harassment, bullying, and retaliation.