Job Title Client Responsiveness and Accountability Assistant
Band / Level / Grade    9A
Department    MEAL
Location: Al Dhale’e

BACKGROUND:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity, and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.
The IRC responds to people’s acute and longer-term needs with integrated programs that improve health and safety, prioritize children’s education, foster economic well-being, and empower communities to regain control over their lives. Our work gives rise to some of the most pressing issues facing contemporary humanitarian action, including questions of access, conflict sensitivity, coordination, and impact.
The IRC Yemen began its programs in October 2012. Since establishing its presence in the South of Yemen, in the Red Sea Coastal city of Aden, the organization has grown from just an implementing small project to handling large scale emergency and relief operations. Following the war that broke out in Yemen in March of 2015 and the humanitarian disaster, which was crafted by the same, IRC launched an emergency response program in the southern governorates of Aden, Lahj, Abyan, Shabwah and Al Dhale’e, and expanded later in Sana’a and Hodeidah in the North.  Currently, IRC Yemen is operating in eight governorates in the south and north of Yemen through direct programming and through local partnerships, in Health, WASH, Nutrition, Economic Recovery Development, Education, Child Protection, Gender and Women Protection and Empowerment.
The International Rescue Committee (IRC) has been working in the Middle East and North Africa (MENA) for more than forty years. Today, the IRC has more than 2,200 staff working across the region, including in Iraq, Jordan, Lebanon, Libya, Syria, and Yemen to support those affected by some of the world’s most complex and protracted humanitarian crises.

SCOPE OF WORK:

The job holder will be responsible for the feedback channel for all the areas, conducting field visits, surveys, FGD, and individual meetings as well as crafting reports and supporting the staff.

JOB SUMMARY:

The CRA Assistant will be responsible for collecting client feedback through various channels that IRC installs and regularly updates the Feedback Registry.

WORKING RELATIONS:

Position Reports to:  Client Responsiveness and Accountability Officer.

MAIN RESPONSIBILITIES:

Feedback Planning and Implementation

• Collect client feedback through various channels that IRC installs including community meetings, surveys, discussions, phone lines, suggestion boxes, and SMS among others, Receive, record, and classify complaints and collect responses.
• Regularly update the Feedback Registry on a daily basis and raise cases including breaches of the IRC code of conduct, allegations of child abuse or sexual exploitation, and other major programmatic complaints.
• Receive, record, and classify complaints for attention and refer to the respective sectors.
• Collect responses from the program staff regarding the feedback and communicate it back to the client.
• Facilitate the preparation of CRA logistics before field visits e.g. paper-based data collection tools, promotional materials, etc.
• Ensure accurate and confidential filing of CRA reporting forms such as client feedback forms, feedback registry, surveys, interviews, minutes from community meetings, reports, and datasets among others.
• Generate reports on the implementation and use of feedback channels, per sector, including limitations and challenges.

Feedback Monitoring, Reporting, and Response

• Aggregate and disaggregate client feedback (according to gender, age, status, sector, risk level, and other client-appropriate disaggregation).
• Present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team, as well as synthesize qualitative feedback in ways that provide the detail that the program team will need to design an appropriate response.
• Analyze key themes, challenges, and opportunities for program improvement.

Human Resource Management

• Maintain open and professional relations with other team members while promoting strong team spirit.
• Coordination and Representation.
• Under the direct supervision of the CRA Officer, the CRA Assistant will work closely with, the M&E Assistant and officer, and Project team for support on areas of CRA and the establishment of feedback mechanisms.
• Promote and actively participate in initiatives and efforts to build team engagement, inclusion, and cohesion in IRC [team/office]
• Foster ongoing learning, honest dialogue, and reflection to strengthen safeguarding and to promote IRC values and adherence to IRC policies.
• Educate/raise awareness among the community and clients about the existing feedback mechanisms and response processes

Other 

• Other duties as assigned by the supervisor to enable and develop the IRC programs.

REQUIREMENTS: (Qualifications, Skills and Abilities)

A.    Education:

• Bachelor’s Degree in a relevant field required (e.g. English, Information Management, Information Technology Computer, Statistics).

B.     Experience:

• Experience in analyzing at least two years such as Microsoft Office.
• The applicant must have English language and good communication skills.

C.    Skills and Abilities:

• Self-directed, prioritizes multiple demands, and commitments, and works flexibly in a team.
• Innovative, curiosity installing, and the ability to develop and test new ways of working and solutions to problems.
• Strong interpersonal skills, good speaking skills, and good writing of concise reports in English and Arabic.

D.    Proficiencies:

• Working experience with refugees and/or IDPs and understanding the feedback channels preferred by displaced people.
• Experience in implementing feedback channels. These may include surveys, Focal Group Discussions (FGD), hotline, suggestions boxes, open feedback, etc.
• Passionate about humanitarian work and assistance.

PROFESSIONAL STANDARDS: 

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
IRC is an Equal Opportunity Employer: IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, age, marital status, disability, or any other characteristic protected by applicable law.
IRC strives to build a diverse and inclusive team at all levels who as individuals, and as a group, embody our culture statement creating a working environment characterized by critical reflection, power sharing, debate, and objectivity for us to achieve our aspirations as a team and deliver the best possible services to our clients.
Commitment to Client Responsiveness: By committing to Client-Centered Programming, at the IRC Yemen, we place the people we serve – our clients – at the center of our programming and services. The IRC Yemen Staff have an important role to play in supporting the implementation of client-responsive programming by raising awareness among the community and clients about the existing feedback mechanisms and how to use them including the response processes, access, and eligibility to services, and contribute to building an institutional culture that prompts staff to listen to clients.