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 reports to the MEAL Coordinator in oPT response and will be responsible for ensuring that feedback of clients is collected, recorded and responded to in timely manner. She/he will ensure that Client Responsiveness in all phases of projects comply with IRC global initiatives and commitments while ensuring strong coordination with colleagues at Gaza and West Bank field offices. The CRA Officer will be responsible for providing hands-on support in conducting assessments for designing and selection of feedback channels, prepare and implement proactive and reactive feedback channels plans and ensure that client feedback (overall/as a trend) is taken into account during the program design phase, mid-term and end-line evaluation. She/he will be responsible to ensure that IRC clients are regularly consulted and informed about available feedback channels. This position will manage one CRA Assistant, and is based in Gaza with frequent field activities.

Major Responsibilities

A. System Design and Setup

• Design and implement client feedback mechanisms (CFMs) in new sites to ensure IRC meets internal and external accountability commitments.
• Advise partners on CFM setup, best practices, tools, and support them in monthly reporting to IRC.
• Update and review SOPs and Feedback Plans in coordination with the MEAL Coordinator.
• Design and maintain adequate stocks of CFM awareness materials.
• Manage the JIRA complaints and feedback system at the oPt level.

B. Client Feedback Collection, Management, and Response

• Lead and coordinate the collection, review, and response to client feedback at the field level.
• Establish and monitor proactive and reactive feedback channels.
• Respond to cases in the feedback register, ensuring closures occur within SOP timelines and client satisfaction is confirmed.
• Work with program focal points to resolve issues raised through the CFM system.
• Conduct regular FGDs and stakeholder meetings to gather qualitative feedback on IRC’s work.

C. Analysis, Reporting, and Learning

• Prepare monthly CRA reports based on consolidated analysis of all feedback channels.
• Ensure programs and partners adopt and comply with CR standards and tools throughout project design, startup, implementation, and closeout.
• Lead documentation and sharing of learning, emerging practices, and innovations on CR internally and externally.
• Participate in program coordination meetings to report on progress, feedback trends, and budget/activity updates.

D. Coordination, Capacity Building, and Team Management

• Facilitate and document regular coordination meetings with stakeholders to review project progress and client feedback.
• Conduct training for IRC staff, partners, and contractors on CFM standards, tools, and procedures.
• Manage the CRA Assistant and any contractors supporting CR activities.

Key Working Relationships:

Position Reports to: MEAL Coordinator, oPT response

Position directly supervises: CRA Assistant

Job Requirements:

• Bachelor degree in Statistics, Social Sciences, Development Studies, Project Management or in any other relevant discipline.
• 3-4 years of consistent proven and successful experience of public/non-profit service, preferably in an NGO.
• 1-2 years of feedback management in NGO setting or other public services.
• Demonstrated understanding of projects in a multi-sectoral and multi-donor environment.
• Excellent written and spoken English, Arabic skills.  
• Excellent interpersonal and communication skills.
• Management experience will be preferred but not essential.
• Willingness to work under pressure and stressful situations without minimal supervision and without compromising on deadlines or quality.
• Values diversity, sees it as a source of competitive strength
• Excellent computer skills and competency in Word, Excel, PowerPoint, Kobo Toolbox, CommCare, and ability to do analysis.
• Willingness to travel to field sites under demanding conditions.

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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