NEW Client Responsiveness and Accountability (CRA) Officer Level not specified – Level not specified IRC – International Rescue Committee Port-au-Prince
IRC - International Rescue Committee
The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 50 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
The IRC recognizes that people affected by crisis and the actors closest to them are best placed, have the right, and should have the power and resources to respond and drive lasting change. We commit to increasing the share of funding channeled to local actors in emergencies, ask ‘Why not partner?’ whenever we plan programming, and partner as equals.
The IRC worked in Haiti from 2010 through 2016, initially launching an emergency response to the earthquake and later delivering child protection, water and sanitation, health, women’s protection and empowerment, and economic recovery programs in Port-au-Prince and beyond. Even with the closure of its country office in 2016,the IRC has continued to provide operational, technical, and financial support to a small number of Haitian NGO partners, including in response to the 2021 earthquake. Haiti was identified as one of 20 countries at greatest risk of a major new—or significantly worsened—humanitarian crisis over the year ahead in IRC’s 2023 and 2024
Emergency Watchlist given its political instability, gang violence, rising food insecurity, disease outbreaks, and climate shocks that could drive rapid escalation of the humanitarian crisis. In early 2023, IRC re-opened its Haiti operations and scaled up its emergency response with a fully partner-led response in Port-au-Prince and surrounding communities. The focus has been on neighborhoods highly affected by gang violence as well as limited access to healthcare and services for survivors of violence and/or cholera hotspot issues. IRC is also engaging with partners in the Artibonite and Ouest Departments to service unmet needs in those areas.
The IRC Emergency Humanitarian Access Unit (EHAU) led the initial emergency responses and support establishing a country program that can be fully transitioned under the Latin American (LATAM) region.
Job Overview:
The Clients Responsiveness and Accountability (CRA) Officer reports to the MEAL Coordinator Manager and supports field level implementation of CRA actions. S/he works with IRC’s partners to ensure that feedback mechanisms (both proactive and reactive) are established in consultation with the communities; regularly promoted through different media and clients’ feedback is regularly collected, analyzed and responded to in timely manner. S/he also ensures that partners’ CRA reports are regularly generated within the agreed frequency and results are presented regularly during project meetings to inform design and delivery of the project. Additionally, the CRA Officer works with partners to conduct feedback sessions, FGDs and surveys to solicit for clients’ feedback.
Major Responsibilities:
Accountability Systems and Procedures:
•Update/Review the SOPs and Feedback Plans together with IRC’s partners and the MEAL Coordinator
•Coordinate processes across all partners to collect, review and respond to client feedback in all service delivery sites.
•Provide extensive capacity building for staff and partners on concept of CRA.
•Ensure client responsiveness plans are developed and well-coordinated with partners
•Help partners in design and development of information, education and communication materials for client feedback mechanisms.
•Spearhead the development of feedback in contingency plans and emergency preparedness in line with IRC best practices and guidelines for working in emergencies in collaboration with partners.
•During distributions, support partners to establish a help desk/information table for the community members to answer beneficiary comments/questions. After the distribution, ensure the preparation of help desk reports on the distribution.
•Coordinate, consolidate and document lessons learned and best practices and share with relevant stakeholders.
Management of client’s feedback and/or complaint
•Support partners to set up feedback mechanisms to collect and respond to client feedback – both proactive and reactive (technological improvements to existing mechanisms), with support from partner M&E staff
•Support partners to conduct regular FGDs and meetings with different stakeholders to solicit feedback on IRC and partners’ work.
•Inform stakeholders about confidentiality policy, complaint-handling process, and time frames.
•Update the client feedback registry and classify the complaints and feedback as required.
•Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
•Analyze client feedback data and prepare CRA reports based on consolidated analysis of client feedback recorded via proactive and reactive channels, to be discussed at field meetings, project review meetings for analysis and decision making at the provincial level.
•Compile and share ideas and methods across the different partners on how to engage with communities in two-way communication.
•Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
Data Management and Reporting
·Ensure Clients feedbacks data and its analysis is available for senior management, while considering the confidentiality and clients’ protection.
·Ensure regular flow of Client Responsiveness data from partners to country MEAL, analyze and interpret the data to help program management in taking informed decisions.
·Produce and submit high quality reports on client responsiveness within the agreed timelines clearly demonstrating trends and key lessons learnt.
·Lead documentation and sharing of knowledge and emerging practices on CRA internally and externally with the wider partner audience.
·Train partners confidentiality and privacy of client feedback data management in line with existing IRC policies on data protection.
Community Awareness and Learning
·Lead the rollout of IRC global strategic initiatives related to CRA, including adapting in-country tools to align and enable reporting against IRC global standards.
·Coordinate and communicate with other CR team members throughout the country for sharing best practices and challenges.
·Conduct regular visits to field sites to ensure that CRA tools and strategies being implemented effectively in collaboration with partner MEAL focal points.
·Support the conduct of or facilitate any required training for partners staff on Client Responsiveness
·Ensure Feedback Mechanism briefings and information dissemination is provided on routine basis to local partner’s field staff as well as community members in collaboration with partners MEAL focal points.
·Collaborate in the development and execution of coherent plans for strengthening CRA capacities of implementing partner.
·Lead the development of visual materials for dissemination among beneficiaries.
Others
·Implement other activities, related to the objectives of MEAL technical support unit, as assigned by MEAL Coordinator.
· Support large or complex assessment/evaluation activities as required.
·Support implementation of rapid needs assessments in the event of emergencies
·Maintain open & professional relations with other team members while promoting strong team spirit
·Respond to donor inquiries about feedback mechanisms, when appropriate.
Requirements:
• A University degree in a relevant subject area (statistics, monitoring and evaluation, social science, public health, or a related field) – a technical degree together with additional relevant work experience may substitute for education.
•Minimum of 2 years of experience in humanitarian contexts, with a preference for experience in engaging across organizations, in community services and AAP, or in change management and organizational change.
•Expertise in delivering accountability mechanisms, as well as capacity to support effective communication with communities (with a specific focus on empowering women, children, and marginalized groups).
•Demonstrated ability to transfer knowledge to various audiences through training, mentoring, and other formal and informal methods, along with strong presentation and reporting skills.
•Excellent facilitation skills, and strong understanding of how to safely and accurately collect feedback from all members of a community regardless of their age, gender, or other diversity factors.
•Extensive experience in conducting assessments and developing management structures and data flow for projects.
•Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint, CommCare, Kobot collect and PowerBI is a strong advantage
•Ability to package and communicate complex topics through written reports and presentations.
•Ability to handle multiple tasks; proven self-initiative and problem-solving abilities.
•Fluent in French and Haitian Creole. Proficiency in English is an advantage.
•Good communication, presentation and interpersonal skills.
Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.
Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.
Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.
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