CRA Operator (Afghan National)

Monitoring & Evaluation

Overview

Ensure client feedback is documented and categorized properly

You have:

• Bachelor’s Degree in humanitarian assistance, social work, human rights, international law, social science, or related field.
• Minimum of 2 years of experience in humanitarian contexts, with a preference for experience in engaging across organizations, in community services, or in change management and organizational change.
• Excellent written and spoken English, Pashto, and Dari skills.
• Ability to handle multiple tasks, proven self-initiative and problem-solving abilities.
• Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint.

Job Description

The CRA (Client Responsiveness and Accountability) Operator will be responsible for receiving, documenting, and categorizing client feedback through established mechanisms such as hotlines and feedback forms. They will ensure accurate data entry, maintain confidentiality, and liaise with relevant departments to address and resolve cases promptly. Additionally, the operator will support the promotion of CRA mechanisms in the field and provide regular updates on feedback trends and resolution outcomes to enhance accountability and improve service delivery.

Under the overall guidance and supervision of the Sr. MEAL/ CRA Officer and to support the implementation of a functional CRA, the CRA - Operator is responsible for receiving phone calls, and case referrals and closing the feedback loop in line with SOP/ MEAL strategy, information sharing, and data capturing. Receive information requests, complaints, and feedback, referring and closing the case. Refer cases to the relevant focal point as per the standards operating procedures. This includes the following procedures for handling sensitive cases and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner. Administration of IRC hotline and response to the clients. Apply IRC’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CRA User, and report any breaches of the PDPP. Always maintain a professional standard, especially during difficult or stressful interactions with Clients and colleagues. Pro-actively identify and report to the Sr. MEAL Officer areas for improvement of the CRA, including but not limited to the accuracy and quality of information being shared with the clients, technical issues with the CRA system, improvements to the data intake form, procedures on how to handle nervous clients. Support visibility efforts to raise awareness of the CRA among affected populations, IRC employees, and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities. conduct surveys, if requested. Perform other duties as required

Qualifications

Bachelor’s Degree in humanitarian assistance, social work, human rights, international law, social science, or related field. Minimum of 2 years of experience in humanitarian contexts, with a preference for experience in engaging across organizations, in community services, or in change management and organizational change. Extensive expertise in delivering accountability mechanisms, as well as capacity to support effective communication with clients and staff. Ability to package and communicate complex topics through written reports and presentations. Excellent facilitation skills, and a strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diverse factors. Ability to handle multiple tasks, proven self-initiative and problem-solving abilities. Good written and spoken English, Pashto, and Dari skills. Good communication, presentation, and interpersonal skills. Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint. Ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: rescue.org