Senior Client Responsiveness Officer - Derek, Northeast Syria

Job Description

Technical Support (50%)

- Ensure proposed proactive and reactive channels are inclusive to vulnerable community members (those who live far from program locations or those with disability) and are suitable for adults and children; - Develop and maintain SOPs for the dimensions and specifications of feedback boxes in collaboration with the regional CR specialists and ensure those are harmonized and utilized across the NES hub; - Support CR field teams in setting up responsiveness channels and tools that are suitable for adults and children to identify suitable responsiveness channels. For example, where to place feedback boxes in reference to the specifications; - Ensure feedback boxes are checked on daily basis and feedback is logged into JIRA by the end of each working day through coordinating with CR field team as well as the sector field team; - Lead on the development of FAQ booklet based on the requests for information received from clients, in coordination with the Sector focal point and CR field team. In the case where the booklet is updated, ensure it is shared with Sector focal point and field team as well as the CR field team; - Review FAQ received by the CR field team and sector field team on monthly basis. Based on those, conduct necessary amendments/adaptations to the FAQ booklet in coordination with the Sector focal point; - Supervise CR field team’s field visits, and ensure they visit each center/location at least once every two weeks; - Receive and respond to feedback sent through the email daily; - Conduct ongoing monitoring of WhatsApp handling process that is led by the CR field team; - Manage the JIRA feedback database (ensure all feedback are properly recorded, acted upon and responses are provided to the clients).

Capacity Building (30%)

- Schedule and deliver training sessions to existing IRC staff and new joiners about the IRC Syria Client Responsiveness mechanisms; - Raise awareness about the CR mechanisms among clients, communities and external stakeholders; - Collaborate with the Snr. MEAL Manager and the Regional Senior Client Responsiveness Specialists for creating CR awareness raising/education materials amongst IRC clients and staff; - Establish a schedule in sync with the PALM tracker for which the Sector field team and CR field team conduct routine awareness sessions for both adults and children on responsiveness channels etc.; - Conduct weekly/bi-weekly meetings with CR field team to practice categorizing responses and discussing responses which the team faced difficulties in categorizing.

Reporting (20%)

- Systematically review datasets for deficiencies or errors based on the CR SOP and provide advice on correcting any incompatibilities where possible; - In coordination with the Snr Data and Reporting Officer, follow-up with sector IMs to proper and timely reporting against the relevant CR indicators into the Syria ADMS reporting system; - Support the Snr. MEAL Manager with both internal and external reports by providing an accurate reflection of all CR related aspects;

Qualifications

- A University degree in a relevant field (such as: statistics & data management, social science, public health, development economics, or a related subject area) – a technical degree together with additional relevant work experience may substitute for education. - 3-4 years of experience in a relevant field (Client Responsiveness, referrals, protection, etc.) - Demonstrated analytical, systematic-thinking, and problem-solving skills. - Self-motivated with good organization and planning skills - Strong computer literacy with Microsoft office; - Experience with Mobile Data Capture (MDC) tools and implementing MDC surveys; - Proficiency in English and Arabic, both written and spoken. - At IRC - we are 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. - We acknowledge and honor the fundamental value and dignity of all individuals. We are an Equal Opportunity Employer and consider all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, gender identity, age, marital status, veteran status, disability or any other human demographic. - At IRC - we are 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.