Client Responsiveness and Accountability Officer

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 one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary:

The Clients Responsiveness and Accountability (CRA) Officer

will oversee the overall implementation of CRA actions in the country office. S/he will be

responsible for ensuring the implementation of client feedback channels which are

relevant to clients and to program teams. S/he ensures that feedback mechanisms (both

proactive and reactive) are established in consultation with the communities; regularly

promoted through different media and clients’ feedback is regularly collected, analyzed,

and responded to in a timely manner. S/he also ensures that CRA reports are regularly

generated within the agreed frequency and results are presented regularly during project

meetings to inform design and delivery of the project. The CRA Officer conducts feedback

sessions, FGD and surveys to solicit clients’ feedback. S/he will ensure that the Feedback

Registry and other tools developed in CommeCare are fully functional, secure and being

used by the MEAL and Program focal points in all field locations.

 

• Update/Review the CRA SOPs and Feedback Plans together with the MEAL

Manager.

• Ensuring that feedback channels for all sectors are in-place and appropriate for

context in different field locations and support partner organization CRA mechanisms

and management.

• Ensure the set-up feedback mechanisms to collect and respond to client feedback –

both proactive and reactive with support from MEAL and program staff in different

locations

• Managing the Feedback Registry and other CRA tools developed in CommCare and

Binotel to ensure that they are fully functional, secure and being used by the team in

all field locations. Analyzing the PowerBI CRA dashboard.

• Ensure the hotline is functioning well, and supervise the hotline agents, provide

technical assistance, capacity building to hotline agents and produce report on the

hotline system.

• Supporting the CRA Manager in capacity building on CR to MEAL and program staff

in all field locations to ensure that client feedback and complaints are received,

appropriately recorded, and responded in a timely manner.

• Conducting detailed data analysis for quantitative and qualitative data received

through the different channels and presenting statistics in clear formats to highlight

feedback trends to program and grants.

• Working closely with the CRA Manager in preparing weekly, monthly and quarterly

CR reports, and presentations for sharing with the Senior Management Team

• Assessing the utility and efficiency of the established CR data management platforms

and propose recommendations for improvements. Technical support and supervision

of the CRA Assistants with conducting CRA monitoring and promotional visits and

focus group discussion (FGDs) with clients; preparing and analyzing the findings.

• Prepare client responsiveness report based on consolidated analysis of client

feedback recorded via proactive and reactive channels and shared to program teams

and present it to program review for informed decision making.

• Ensure key feedback from different program locations are shared with respective

program focal points timely and follow-up its utilization by respective program team.

• Work with the MEAL team in the sector to ensure the functionality of sectoral CRA

channel and timely response of key programmatic feedbacks.

• Close collaboration with implementing programs, technical support with the feedback

channels promotion.

• Any other duties assigned by the supervisor

 

• Bachelor’s Degree in humanitarian assistance, Social Work, Human Rights,

International Law, Social Science, Development studies, or related field.

• Minimum of 1 year of experience in humanitarian contexts, with a preference for

experience in engaging across organizations.

• Knowledge of standards on accountability to affected population, community

engagement and participation

• 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.

• Experience of analyzing and presenting data in a way that facilitates effective decision

making

• Driven, self-directed and the ability to handle multiple competing demands and

commitments, and to work flexibly in a team

• Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of

working and solutions to problems

• Good written and spoken English and Ukrainian language skills

• 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 an advantage.

 

• Candidate with Postgraduate degree is preferrable, but not mandatory.

• Experience of working with IDPs, and an understanding of the communication

channels and preferences of displaced people.

• Work experience in the humanitarian sector

• Experience of providing capacity building, training, and advice to colleagues on

feedback mechanisms

• Experience of drafting reports using quantitative and qualitative data.

 

The position will be based in Dnipro or Kharkiv with frequent travel to field locations.

Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.