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Client Responsiveness and Accountability Assistant

Warsaw

  • Organization: IRC - International Rescue Committee
  • Location: Warsaw
  • Grade: Level not specified
  • Occupational Groups:
    • Administrative support
    • Monitoring and Evaluation
  • Closing Date:

Background/IRC Summary: More than 3.6 million people have fled across borders to seek safety in the 1st month since the escalation of conflict in Ukraine on February 24, 2022, and over 6.5 million Ukrainians are reported to be displaced. As the vast majority of the displaced are women, girls, and boys, this could become the worst humanitarian crisis Europe has seen in decades.

Between February 7-23, 2022, an IRC team undertook a scoping mission in Poland to better understand the context, humanitarian and civil society landscape, and anticipated service gaps in the event of an escalation of conflict in Ukraine and consequent displacement into neighboring Poland. As of February 24th, the IRC has pivoted to an emergency response to respond to those that have fled Ukraine into Poland, and are working both directly and with partner agencies to facilitate immediate assistance that can be used where it is the most needed.

 

Job Overview/Summary: The Client Responsiveness Assistant will assist the Client Responsiveness and Accountability Officer in managing and strengthening the Poland country programs’ feedback/complaint system and services. She/he is responsible for processing incoming complaints or feedabck and assists with administrative activities.

 

Major Responsibilities:

Assist in managing the feedback/complaint system and services

·        Support the setting up, and operation of communication channels.

·        Support in awareness creation and dissemination about the complaint and feedback mechanisms.

·        Assist in maintaining software to manage data

·        Assist with orientation of general staff to feedback/complaints policy and procedures

 

Administers processing of received clients’ communications and responses

·        Handling the hotline channel on daily basis.

·        Receiving, recording, classifying clients’ communications received through different communication channels and refer communications to programs;

·        Tracking with programs the progress and status of sent communications to meet the deadline for responding.

·        Receive responses from programs and responding back to clients.

·        Support in compiling statistics for analysis and reporting drafts on communications and feedback cases.

Key Working Relationships:

Position Reports to:  Client Responsiveness and Accountability Officer

Position directly supervises:   No

Other internal contacts: MEAL Coordinator, Partners M&E Manager, M&E Officer, MEAL assessors and programs’ focal points.

External contacts:  IRC partners, IRC clients/beneficiaries

Must have the right to work in Poland

 

Standards of Professional Conduct: The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and makes sure policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons, and several others.

 

Gender Equality: The IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols, and other supportive benefits and allowances.

 

Diversity and Inclusion: At the IRC, our diverse clients, partners, and staff have the power, voice, and agency to shape programs and operations. We actively work to end all forms of systemic discrimination and foster an inclusive working environment where everyone feels respected, heard, valued, and supported. The IRC is an Equal Opportunity Employer and considers all applicants based on merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability. The IRC encourages women to apply and work with us to reach the people most in need of humanitarian assistance, such as women, widows, and children. The IRC is committed to providing a decent and safe work environment that considers needs of women in the workplace, including through maternity leave and safety protocols.

 

 

__________________________________________________________________________________________________

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.

 

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