Summary
Date Posted: Thursday, February 22 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Overview:
The Client Responsiveness and Accountability Officer will support field site level implementation of client responsiveness activities in partnership with MEAL officers and the selected frontline program officers around operation of IRC’s toll-free hotline, responding and liaising/following up with sector focal points to refer and respond to complex Client queries. In partnership with MEAL officers and the selected Program focal persons for Client responsiveness, they will support field staff in recording client feedback in Feedback Registry Toolkit and ensure that feedback is reported online and responded in a timely manner. They will also be responsible for sharing regular reports on client feedback documentation status with the CRA Manager and MEAL Coordinator as well as Program Coordinators to ensure visibility on collected feedback.

Additionally, the CRA Officer conducts community feedback sessions, FGDs and surveys to solicit clients’ feedback.

Major Responsibilities
• Routine follow up on the functionality of the proactive and reactive feedback channels at the respective field site on receiving and responding to client feedback.
• Use the available platforms, spaces, and materials to raise awareness to Clients, IRC Staff, and Partner Staff on Client Responsiveness and the available feedback mechanisms.
• Continuous close monitoring of all levels of Client feedback data collection from entry, filling, compiling, summarizing, and giving feedback (closing loop) with clients.
• Coordinate and follow up with sector program focal points at field site to respond to more complex client queries.
• Keep track of feedback referrals made through proactive and reactive channels and ensure clients receive a response as per the determined timeline.
• Support recording of all client feedback that is collected through the proactive and reactive channels and ensure updated into CommCare feedback registry to ensure post analysis of feedback is possible.
• Work with MEAL and program officers to ensure Client Responsiveness sensitization materials are distributed at all sites and that program teams regularly inform clients about the use of available feedback mechanisms.
• Support preparation of CRA reports based on consolidated analysis of client feedback recorded via proactive and reactive channels, to be presented and discussed at field site meetings, and project review meetings to inform decision making and new program opportunities.
• Support CRA Manager in documenting and analyzing client feedback collected through FGDs and community meetings.
• Respond to any other CRA tasks as assigned by supervisor.

Key Working Relationships:
• Position Reports to: Clients Responsiveness And Accountability Manager
• Position directly supervises: None.
• Other Internal and/or external contacts: Field Coordinators, MEAL Managers and Officers, Program Managers and Officers, Senior and Compliance Manager

Qualifications
• Bachelor’s Degree in Statistics, Development Studies, Social Sciences, or related field.
• Minimum of two years working experience in humanitarian/development contexts, preferred with experience in engaging with client feedback and accountability mechanisms and processes, and supporting effective communication with communities.

Demonstrated Skills and Competencies
• Excellent communication skills with good interpersonal skills and ability to make presentations.
• Strong understanding of how to collect feedback safely and accurately from all community members regardless of their age, gender, or other diversity factors.
• Excellent ability to coordinate work with timely submission and handling multiple tasks while maintaining attention to details.
• Experience and proficiency in digital literacy, including in Microsoft office package, mobile data collection platforms including CommCare, KoBo, etc., data analysis and visualization platforms.

Language
• Fluency in written and spoken English and Swahili, some working knowledge in French and Kirundi will be an added advantage.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
Interested applicants Click here to apply

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