Senior Client Responsiveness and Accountability Officer

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, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

Scope of Work

The Senior CRA Officer will be responsible for ensuring the implementation of client feedback channels which are relevant to clients and to program teams in South and North Yemen. These include design and administration of surveys, focus group discussions, community meetings, the toll free line, suggestion boxes and other open feedback mechanisms. The Senior CRA Officer will ensure that all data collected through the different channels is analyzed and reported to inform timely decision making. S/he will ensure that the Feedback Registry and other tools developed in CommCare and KOBO are fully functional, secure and being used by the CRA team in all field locations.

Working Relations

Position Reports to: CRA Manager

Position directly supervises: CRA and Hotline Officers

Other Internal and/or external contacts: MEAL Coordinator

Key Responsibilities

•Ensuring that feedback channels for all sectors are in-place and appropriate for conflict affected populations

•Setting up and managing the Feedback Registry and other tools developed in CommCare and/or KOBO to ensure that they are fully functional, secure and being used by the CRA team in all field locations

•Supporting the Manager in capacity building of CRA and program staff in all field locations to ensure that client feedback and complaints are received, appropriately recorded and responded to in a timely manner

•Working with CRA teams in the field to ensure that a proper and secure archiving system for both quantitative and qualitative data is in place and being use appropriately

•Conducting detailed data analysis for quantitative and qualitative data received through the different channels and presenting statistics in clear formats to highlight feedback trends to program and grants team

•Working closely with the Manager in preparing weekly, monthly and quarterly CRA reports and presentations for sharing with the Senior Management Team

•Assessing the utility and efficiency of the established CRA data management platforms and propose recommendations for improvements

·In collaboration with the Manager, supervising the work of CRA Officers and providing all the necessary support needed to accomplish their responsibilities

·Any other duties assigned by the supervisor

•A Bachelor’s Degree in Education, Information Technology, Development Studies or any other relevant field is required

•Minimum of three years’ experience in setting up and implementing client feedback mechanisms with a reputable international or national NGO

•High proficiency in using Microsoft Excel and mobile data collection with strong emphasis on KOBO and CommCare

•Effective, high-quality communication, writing, and interpersonal skills are essential.

•Strong oral and written communications skills in English and Arabic

Desirable:

•Experience in working with crisis affected populations and an understanding of their preferredfeedback channels

•Experience in managing client feedback channels

Work Environment

The position will be based in based in Aden with frequent travel to field locations in South and North Yemen

Standards of Professional Conduct: 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.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.