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.

Founded in 1933, the International Rescue Committee (IRC) is a leading international organization working in relief, rehabilitation, protection, post-conflict development, resettlement services and advocacy for those affected by the world’s worst humanitarian crises. Operating in over 40 countries and 26 U.S. cities, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure. A lead responder in Lebanon since 2003, the IRC is providing robust programming across seven governorates through women’s protection and empowerment, child protection and protection and rule of law programming; economic recovery and development programming; governance; and integrated early childhood development programming.

IRC Lebanon is committed to putting the people we serve at the center of the humanitarian response and to being responsive to their needs, priorities, and perspectives. This approach ensures that our services and assistance are more effective, relevant, and appropriate, while strengthening accountability to our clients, affected communities, and other stakeholders.

Client Responsiveness and Accountability (CRA) encompasses the systems and practices that allow people affected by a crisis to safely provide feedback, raise complaints, and influence decisions that affect their lives. These mechanisms are designed to be accessible, safe, and responsive, with feedback actively used to enhance and improve the quality of our programs. CRA includes reactive feedback channels such as hotlines, WhatsApp, SMS, feedback boxes, in-person communication, and email.

Scope of work

  • The enumerator will he handling the hotline of the CRA sector In Lebanon related to IRC’s implemented projects. The Enumerator will respond to clients who have reached IRC’s Feedback and Complaints Mechanisms through the provided Hotline (either through direct calls or through Direct Messaging Services such as WhatsApp). The Enumerator is expected to also conduct Data Entry of Received Feedback on the JIRA System. IRC will provide a training on IRC will provide the enumerator with a laptop for data registration.

  • The Enumerator is expected to also support data collection for proactive feedback methods such as Client Satisfaction Surveys.

  • It is expected that the enumerator will conduct its work in compliance with all IRC policies including but not limited to (Data Protection Policies, Client Confidentiality Policies, Data Security Policies, Data Sharing Policies).

  • The Enumerator will support the implementation of RISE (Response Information Services in Emergencies) by utilizing standardized tools to collect feedback on client’s information needs, as well as disseminating up-to-date, tailored IEC materials and providing information on available services and referral pathways.

Deliverables:

  • Demonstrate understanding of CRA mechanisms, including hotline procedures, feedback categorization, and data management tools, following completion of required orientation and training sessions.

  • Attend training sessions on Proactive Feedback tools such as Client Satisfaction Surveys.

  • Timely and accurate handling of incoming hotline calls (Akkar), ensuring all client interactions are properly documented and categorized.

  • Accurate and complete entry of all received feedback into Jira in line with agreed data quality standards.

  • Work closely with CRA officer to identify potential challenges

  • Keep a record of the number of phone calls and its content on a tracker.

  • Conduct Data Collection for Surveys (in case of down-tick in Client Reach).

  • Timely submission of cleaned and updated excel sheets capturing all recorded feedback, along with a brief daily summary highlighting key cases, trends, and observations.

  • Support the implementation of RISE (Response Information Services in Emergencies) by utilizing standardized tools to collect feedback on clients’ information needs, as well as disseminating up-to-date, tailored IEC materials and providing information on available services and referral pathways.

Requirements:

  • Familiarity and Experience in communicating with Clients through handling hotlines or through over-the-phone data collection.

  • Ability to communicate effectively with the clients.

  • Ability to work effectively under pressure.

  • Ability to gather information in an objective, appropriate and sensitive way.

  • Ability to act with appropriate respect to the beneficiaries’ cultures and traditions.

  • Interpersonal and communication skills.

  • Organization and time management skills.

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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