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

The Client Responsiveness and Accountability (CRA) Officer reports to the Senior CRA Officer and is responsible for managing and supporting the organization’s feedback and complaints mechanisms. The role ensures that client feedback is systematically received, documented, followed up, and responded to in a timely and confidential manner, in line with IRC standards. The role oversees CRA activities at the country level.

The CRA Officer actively collects proactive client feedback through various channels established by IRC and supports awareness-raising on feedback and safeguarding mechanisms. This includes regularly developing and updating Information, Education, and Communication (IEC) materials related to IRC Ukraine’s Feedback and Complaint Mechanisms, as well as conducting training for client-facing teams in close collaboration with the Safeguarding unit. The role requires regular travel to field locations to deliver trainings and provide in-person support to client-facing staff. The CRA Officer will also supervise the MEAL Assistant, providing technical guidance, task prioritization, and ongoing support to ensure effective implementation of CRA and MEAL-related activities.

KEY RESPONSIBILITIES

Feedback Monitoring, Reporting, and Response:

• Ensuring that feedback channels for all sectors are in place and appropriate for the context in different field locations and support partner organization CRA mechanisms and management.  
• Ensure the hotline is functioning well, and supervise the MEAL assistants/hotline operators, provide technical assistance, capacity building, and produce a report on the hotline system on monthly basis.
• Update and maintain the Jira system daily, ensuring accuracy, confidentiality, and data protection.
• Supporting the Senior CRA Officer in 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 the program and grants.
• Support the Senior CRA Officer in preparing monthly CRA updates and presentations for Project meetings and sharing with the Senior Management Team.

Capacity Building:

• Lead quarterly capacity building sessions for client-facing staff across all field locations on Client Responsiveness and Accountability standards, protocols, and best practices to ensure consistent, quality service delivery.
• Develop, regularly update, and disseminate Information, Education, and Communication (IEC) materials related to IRC Ukraine's Feedback and Complaint Mechanisms, ensuring materials are accessible and user-friendly for both staff and clients.
• In coordination with the Senior CRA Officer, design and deliver training programs for program staff to ensure client feedback and complaints are appropriately received, documented, tracked, and responded to in a timely and respectful manner.
• Monitor and assess the effectiveness of capacity building initiatives and provide follow-up coaching and mentorship to staff as needed.

Partner support:

• Collaborate with the Senior CRA Officer, Partner MEAL focal points, and IRC MEAL colleagues to conduct partnership capacity assessments related to CRA systems and develop tailored partner support plans.
• Provide technical guidance and training to partner organizations to design, implement, and strengthen their Client Responsiveness and Accountability mechanisms in alignment with IRC standards.
• Facilitate knowledge exchange and learning opportunities between IRC and partner staff on CRA best practices and complaint handling procedures.
• Monitor partner CRA mechanism functionality and provide ongoing coaching to ensure quality and compliance with IRC and donor requirements.

JOB REQUIREMENTS

Education:

• Bachelor’s degree is preferred with relevant specialization in Social Work, Human Rights, International Law, Social Science, Development studies, or in any other relevant discipline.

Experience:

• Minimum of 2 year of experience in Client Responsiveness and Accountability (CRA) within the humanitarian and development sector.
• Experience in working on donor-funded, multi-sectoral projects or in roles focused on client feedback and accountability services.
• Previous experience in hotline operations, client feedback collection, or academic coursework in monitoring and evaluation, research methods, and quantitative or qualitative analysis.
• Experience in implementing accountability mechanisms and facilitating community engagement, with a focus on women, children, and marginalized groups.
• Experience developing IEC materials and delivering capacity building trainings to client-facing staff.
• Strong understanding of accountability to affected populations, safeguarding principles, and data protection standards.

Demonstrated Skills and Competencies:

• Proven ability to operate effectively in complex work environments, manage competing priorities, and set clear goals.
• Willingness and ability to travel regularly to field locations to provide training and support activities.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Word and Excel; experience with Zendesk, Jira or similar CRM platforms is an asset.
• Fluency in Ukrainian; English (B1 level).

REPORTING STRUCTURE AND TEAM COLLABORATION

Internal: MEAL Assistant, Senior CRA Officer, MEAL team, Senior MEAL Coordinator, Feedback focal points, program staff, assistants, HR, field coordinator.

External: Current and potential IRC clients, Partner MEAL focal points.

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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