Client Responsiveness and Accountability Assistant

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.

Background/IRC Summary:

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 launched an emergency response in Gaza in October 2023. The organization is currently supporting a network of local partners in both Gaza and the West Bank to sustain critical nutrition, WASH, protection, and early childhood development interventions. The IRC is working to scale its emergency response while building a longer-term oPt country program in parallel. This effort is being jointly managed by the Emergencies and Humanitarian Action Unit (EHAU) and the Middle East and North Africa (MENA) region.  

Job Overview/Summary:

The Clients Responsiveness and Accountability (CRA) Assistant will be responsible for ensuring that feedback from clients is collected, recorded and responded to in timely manner. She/he will have strong cooperation with colleagues at Gaza and West Bank field offices and interact directly with clients on a regular basis.

The CRA Assistant will be primarily responsible for collecting client feedback through approved channels (including helpdesks, hotlines, field visits, and suggestion boxes), ensuring accurate data entry into the feedback management system, and supporting timely referrals and responses to clients. She/he will assist in tracking the status of feedback cases, following up with program teams, and confirming that clients receive clear and appropriate information.

In addition, the CRA Assistant will support raising awareness among staff and in the community about the feedback and complaint system. This includes informing clients about their right to provide feedback, explaining how to access the available channels, and ensuring that information is shared in a clear, accessible, and culturally appropriate way.

She/he will contribute to maintaining a client-centered approach by ensuring respectful, confidential, and accurate handling of all feedback and promoting safe access to complaint mechanisms across the community.

The CRA Assistant will work regularly in the field to support feedback collection from suggestion boxes and helpdesks, conduct outreach activities, and directly engage with clients.

Responsibilities:

A. Client Responsiveness

• Receive and collect client feedback through all established channels (helpdesks, hotline, suggestion boxes, field visits, WhatsApp).
• Ensure feedback and complaints are referred promptly to relevant teams and provide responses to clients.
• Conduct awareness-raising with community members about their right to provide feedback and the available channels.
• Set up and manage helpdesks or information points during distributions and field events.
• Participate in community visits, FGDs, or informal discussions to gather client perspectives on IRC services.
• Ensure compliance with IRC guidelines and quality standards, with strict adherence to data

B. Data Management and Reporting

• Accurately enter all feedback into the system, maintaining confidentiality and protection standards.
• Record the responses given to clients in the system to close feedback cases.
• Support the CRA Officer in preparing basic summaries or trend overviews.
• Maintain organized records of feedback, referrals, follow-ups, and responses.

C. Coordination and Field Support

• Work closely with program teams, MEAL colleagues, and field staff to ensure smooth collection, referral, and follow-up of client feedback.
• Deliver trainings and awareness sessions on client responsiveness under the guidance of the CRA Officer to IRC and partner staff.
• Support field-based facilitators or volunteers involved in feedback collection with technical guidance and materials.
• Participate in internal meetings to share updates on feedback activities.

Key Working Relationships:

Position Reports to: CRA Officer, oPT response

Position directly supervises: N/A

Job Requirements

• Bachelor’s degree in any discipline.
• Minimum of 1 year of experience working directly with clients, such as in NGO client-facing roles, or similar customer service and public service.
• At least 1 year of experience in data collection, surveys, and FGDs, including data entry and record-keeping. Those with analysis skills will be preferred.
• Good written English and Arabic, spoken in advance.
• Strong commitment to diversity and inclusion, seeing it as a source of strength.
• Excellent communication, interpersonal, and presentation skills.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Willingness and ability to travel to field sites under demanding conditions.

The IRC Core Values and Commitments;

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 Anti-Retaliation and Combating Trafficking in Persons.

IRC is committed to ensuring that IRC staff is suitable to work with children and have the knowledge s/he needs to uphold and abide by the IRC’s Child Safeguarding Policy. Level of interaction with children: less frequent direct contact with children

IRC recognizes that gender equality is fundamental to the achievement of our organizational mission. As such, IRC is committed to the promotion of gender equality in all aspects of our operations and programs. Our organizational policies, procedures and actions demonstrate this commitment. Women candidates and persons with disability are highly encouraged to apply.

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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