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: Under the direct supervision of Accountability Manager, the Accountability Assistant is responsible for day-to-day implementation of the Client Feedback and Safeguarding Mechanism, a strategic initiative of IRC Myanmar country program for client responsiveness. Main responsibilities are mostly related to Accountability to Affected People (AAP) and include administrative handling of feedback and complaints, routine recordkeeping, communication, and coordination. The position requires the ability to interact with a wide variety of community members.

Major Responsibilities:

Management of client’s feedback and/or complaint

  • Serve as a point of contact/and administer different feedback channels (e.g, hotlines, suggestion boxes, individual interviews & client satisfaction survey).
  • Acknowledge, receive and register feedback/complaints from clients of IRC’s assistance and the community members.
  • Inform stakeholders about confidentiality policy, complaint-handling process and timeframes.
  • Handle routine questions and requests for information.
  • Categorize and route stakeholders’ feedback/complaints to responsible staff according to polices and standard operation procedures.
  • Facilitate communication with complainants about case status and decisions.
  • Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
  • Provide beneficiaries with information on third-party services available in the area.

Data Management and Reporting

  • Handle entry, upload, and export of data using designated software.
  • Organize paper and electronic records for routine reporting in a timely manner.
  • Ensure confidentiality and privacy of client feedback data management in line with existing IRC policies on data protection.
  • Assist the Accountability Officer in producing monthly and annual CFSM data.
  • Ensures incident reports, monthly reports, activity completion report, and any other reports are of good quality, accurate, representative and timely.

Community Awareness and Learning

  • Ensure Feedback Mechanism briefings and information dissemination are provided on routine basis to local field staff as well as community members.
  • Support the conduct of or facilitate any required training for IRC staff and partners on Client Responsiveness
  • Collect relevant IEC materials and disseminate them to the community.
  • Establish and maintain strong relationships with the affected community.
  • Implement other activities related to the objectives of Yangon METAL technical support unit, as assigned by Accountability team.
  • Support large or complex assessment/evaluation activities as required.
  • Support implementation of rapid needs assessment in the event of emergencies

What should you have?

Job Requirements:

Education:

  • Bachelor’s degree in social science or other related subjects. 
  • Good knowledge of governance, accountability, complaint and feedback mechanisms.

Work Experience:

  • Minium one year of experience in complaints handling, data collection, community engagement and working on programs in a humanitarian UN/INGOs/LNGO context.
  • Experience working with vulnerable, disempowered and marginalized groups in the humanitarian sector.
  • Excellent command of MS- office software applications (Word, Excel, Access, Outlook and Power point)
  • Ability to work under stressful conditions while maintaining perspective and a sense of humor.
  • Willing to travel to programs implementing hard to reach rural areas.

Demonstrated Skills and Competencies:

  • Excellent listening and communication skills, able to handle problems with patience, politeness and diplomacy.
  • Solid organizational skills, attention to detail, able to handle multiple tasks and meet deadlines.
  • Strong interpersonal skills and ability to work effectively with staff and partners in a cross-cultural environment.
  • Working familiarity with smart phones or tablets, preferably for digital data collection experience.
  • Strong self-initiative with ability to be flexible and work well under pressure in fast-paced team environments.

Language Skills: 

  • Prefer to speak local language, in addition to Burmese and working English.

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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