CRA Officer

The Client Responsiveness and Accountability (CRA) Officer will be responsible for ensuring the implementation of client feedback channels which are relevant to IRC clients and to program teams. These will include design and implementation of surveys, focus group discussions, community meetings, suggestion boxes, help desks and the hotline. The CRA Officer will be responsible for aggregating client feedback, identifying key themes and challenges or opportunities to respond to, and present these to the management team for decision making. The CRA Officer will also be responsible for recording and monitoring feedback, and for ensuring that the loop is closed and clients are informed of decisions taken.

Specific Responsibilities

Feedback Planning and Implementation

•Ensure that the feedback channels for all sectors are in-place and appropriate for the affected population: this may include conducting field visits, surveys and facilitating focus group discussions, running meetings with communities; ensuring that the hotline and suggestion boxes are functional.

•Generate reports on the implementation and use of feedback channels, per sector, including limitations and challenges;

•Assess the utility and efficiency of the established mechanisms, and propose recommendations for improvements;

•Facilitate access and provide support and input to specialist external consultancy firms running surveys and dialogues with clients;

•Provide support, advice and training, where applicable, to colleagues on client responsiveness and management of feedback mechanisms.

Feedback Monitoring, Reporting, and Response

•Ensure that feedback from all feedback mechanisms (suggestion boxes, hotline, surveys, community meetings, focus group discussions, field visits) are collected and reported.

•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 which provide the detail that the program team will need to design an appropriate response;

•Analyze key themes, challenges and opportunities for program improvement.

•Keep a record of how client feedback has been responded to through data collection and analysis.

•Ensure that the feedback loop with clients is closed to acknowledge their feedback and inform them about what the IRC has done in response to feedback.

•Report on the number of cases that are closed/responded to, and the timeframe in which they are responded to.

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Human Resource Management

·The CRA Officer will supervise a CRA Assistant

·Maintain open and professional relations withother team members while promoting strong team spirit

Coordination and Representation

·Under the direction of the CRA Manager, the officer will liaise with the all program teams for support on areas of client responsiveness and establishment of feedback channels

Other

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

•Bachelor’s Degree in relevant field required (e.g. International Relations, Development Studies, Anthropology, Sociology or related fields)

•Experience of analyzing and presenting data in a way that facilitates effective decision making

•Ability to develop relationships with clients and community members, acting as a community liaison focal point

•Driven, self-directed and the ability to manage multiple competing demands and commitments, and to work flexibly in a team

•Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems

•Strong oral and written communications skills in English and Arabic

Desirable:

•Experience of working with refugees and/or IDPs, and an understanding of the communication channels and preferences of displaced people.

•Work experience in the humanitarian sector

•Experience in creating feedback mechanisms. These may include surveys, focus group discussions, hotlines, suggestions boxes, open hours etc.);

•Experience of providing capacity building, training and advice to colleagues on feedback mechanisms

•Experience of drafting reports using quantitative and qualitative data

•Strong Excel skills

•Female candidates are strongly encouraged to apply

Work Environment

The position will be based in Sana’a with frequent travel to service delivery sites within Amanat Al Asimah and Sana’a governorates