Client Responsiveness and Accountability Officer at International Rescue Committee (IRC) February, 2024

Requisition ID: req49380

Job Title: Client Responsiveness and Accountability Officer

Sector: Program Administration

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Kasulu, Tanzania

Work Arrangement:

Job Description

 

Background/IRC Summary:

Founded in 1933 at the request of Albert Einstein, the International Rescue Committee (IRC) responds to serious humanitarian crises around the world and helps victims to survive and rebuild their lives.

For over half a century, Tanzania has been a country of asylum, hosting one of the largest refugee populations in Africa. Currently, the country hosts approximately 287,903 Burundian and Congolese refugees, many of whom arrived in 2015 as the crisis in Burundi increased. To date, refugees continue to co-exist with the host communities in Kigoma region expressing multiple reasons and needs. Within this context, IRC provides protection and basic assistance in the areas of Safety (comprises of Protection and Rule of Law, Women Protection and Empowerment, and Child Protection), Health (mental health and psychosocial support services and reproductive health), and Education.

 

 

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.

Working Environment: Security level yellow – The situation in most of the country is calm. Some parts of Kigoma region experience insecurity-highway banditry.

Partnership: The IRC is committed to working with partners as our preferred operating model and adhering to our six partnership principles: equality, complementarity, mutuality, solidarity, results orientation, and humility.

Commitment to Client Responsiveness: By committing to Client-Centered Programming, at the IRC Tanzania, we place the people we serve – our clients – at the center of our programming and services. The IRC Tanzania Staff have an important role to play in supporting the implementation of client-responsive programming through raising awareness to the community and clients about expected staff behavior, project information, the existing feedback mechanisms and how to use them including the response processes, access, and eligibility to services, and contribute to building an institutional culture that prompts staff to listen to clients and to communicate and respond to their requests, feedback, and complaints.

Professional Standards: The IRC and IRC workers must adhere to the values and principles outlined in the 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. 

Commitment to Diversity and InclusivityIRC is committed to building a diverse organization and a climate of inclusivity.  We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal. 

IRC is an Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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