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, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. IRC has been working in Ethiopia since 1999 and is implementing integrated, community-managed programs aimed at improving the quality of lives and recovery of livelihood of the disaster-affected population’s through promoting individual participation, strengthening institutions, and emergency response.

Scope/Summary Of The Job

The Client Responsiveness and Accountability (CRA) Officer will be responsible for ensuring the implementation of client feedback channels which are relevant to clients and to program teams. These include design and administration of surveys, focus group discussions, community meetings, the toll-free line, suggestion boxes and other active and reactive feedback mechanisms. The 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, MiCollab and KOBO are fully functional, secure and being used by the MEAL Assistants and CRA focal points in all field locations.

Working Relations

• Position Reports to: Client Responsiveness and Accountability Manager
• Other Internal and/or external contacts: MEAL Coordinator and Client Responsiveness Advisor.

Responsibilities And Tasks

• Update/Review the SOPs and Feedback Plans together with the CRA Manager and the MEAL Coordinator
• Ensuring that feedback channels for all sectors are in-place and appropriate for context in different field offices
• Promote establishing of a help desk/information table during distributions, for the community members to answer beneficiary comments/questions. After the distribution, prepare help desk reports on the distribution.
• 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 in all FOs
• Closely follow-up the field team to ensure client feedback are recorded and managed timely and manage the overall feedback registry database.
• Supervise the hotline agents, provide technical assistance, capacity building to hotline agents and produce report on the hotline system.
• Supporting the Manager in capacity building on CRA to MEAL 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 the MEAL team 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 CR reports and presentations for sharing with the Senior Management Team
• In collaboration with the Manager, supervising the work of MEAL Assistants and providing all the necessary support needed to accomplish their responsibilities
• Solicit the FGD reports from the field team and summarize client feedback from the regular FGD on feedback session and prepare the reports.
• Support the assessment of client views on targeting process, eligibility and during and after distributions monitoring.
• Assessing the utility and efficiency of the established CR data management platforms and propose recommendations for improvements
• Any other duties assigned by the supervisor

Requirements

Qualifications

• Minimum of 2 years of proven experience with the first degree and 1 years of relevant experience for postgraduate degree holders in International Relations, Development, Anthropology, Sociology, Statistics.
• Knowledge of standards on accountability to affected population, community engagement and participation
• Experience in data analysis and presentation to 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 handle 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
• A strong understanding of accountability and Client Feedback Systems establishment.
• Willingness to travel to various field-level offices (40%).
• Strong oral and written communications skills in English and Amharic

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, office open hours, community meetings 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