Summary
Date Posted: Monday, July 25, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Description
• The Client Responsiveness and Accountability (CRA) Manager reports to the MEAL Coordinator and lead Client Responsiveness work (IRC organizational approach to Accountability to Affected Population), support development and implementation of Standard Operating Procedures (SOPs), country program level feedback plans, multi-sector satisfaction surveys, training and on-boarding of new and existing staff, budgeting, and staffing approaches for Client Responsiveness. The CRA Manager will be responsible for ensuring that feedback of clients is collected, recorded, and responded to in timely manner through a robust and contextually appropriate system of feedback mechanisms. She/he will be responsible for developing and delivering feedback plans, guidance, and tools to achieve IRC’s strategic ambition of Client-Centered Programing while ensuring strong coordination with colleagues at field and country offices. The CRA Manager will be responsible for providing hands-on support in conducting assessments for designing and selection of feedback channels, prepare and implement proactive and reactive feedback channels plans and ensure that client feedback (overall/as a trend) is considered during the program design, implementation and close-out phases, mid-term and end-line evaluation. She/he will be responsible to ensure that IRC clients are regularly consulted and informed about available feedback channels.

Duties and Responsibilities
Clients Responsiveness and Client Centered Programming
• The CRA Manager will be responsible for supporting the MEAL Coordinator to lead on Client Responsiveness by supporting development/implementation of Standard Operating Procedures (SOPs) and country program level feedback plans including global commitments on accountability to affected population (AAP) and participation revolution, strategic action plan for Uganda Programme and agreed standards
• The CRA manager will ensure the multi-sectoral satisfaction surveys are conducted at agreed intervals, facilitate in-depth analysis at sectoral/field level and ensure Client Satisfaction feedback/actions are implemented
• Provide support to include client perspectives in Country Program Strategic Action Plans (SAP) and SAP – Implementation Plans
• Champion and provide technical support to country teams to institutionalize Client Centered Programming and advance IRC’s strategic priority in this area by training and on-boarding of new and existing staff, support budgeting, and staffing approaches.
• The CRA Manager will take lead to design and develop core processes and standard operating procedures (SOPs) for the feedback, reporting, and complaints mechanism, including designing and selection of feedback channels and Do No Harm in project areas.
• Lead on coordination and liaison with programme and support unit staff to ensure successful implementation and compliance with the client responsiveness and accountability strategy and mechanism
• Ensure robust clients’ feedbacks mechanisms are in-place to encourage the communities to share their feedbacks and concerns.
• Develop context specific clients’ feedback channels plans (proactive and reactive) for projects as well as providing technical support and guidance on implementation of the different clients’ feedback channels plans in all projects.
• Regularly review and update clients’ feedback channels plans with changing context and situation.
• Communicate the trends in feedback to the MEAL Coordinator, DDP, and Technical Coordinators to ensure that the feedback is reported and taken into consideration during the program design, implementation and close out phases.
• Present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team, as well as synthesize qualitative feedback in ways which provide the detail that the program team will need to design an appropriate response.
• Work with the MEAL Coordinator and allocate adequate resources for clients’ responsiveness in projects budgets, prepare budget forecasts as part of the overall MEAL budget.

Data Usage for Action
• Ensure Clients feedbacks data and its analysis is available for senior management, while considering the confidentiality and clients’ protection.
• Ensure that programs adopt and comply with Client Responsiveness standards and tools at design, startup, implementation, and close out of projects.
• Facilitate in depth analysis of client satisfaction survey data, feedback sessions and drawing up of Country level action plans.
• Ensure regular flow of Client Responsiveness data from field to country MEAL, analyze and interpret the data to help program management in taking informed decisions.
• Help the programs in assessing the performance at against Client Responsiveness commitments.
• 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 Client Responsiveness internally and externally with the wider stakeholder audience.
• Participate in program coordination meeting and progress against activities and budget

Management and Coordination
• Provide oversight of Client Responsiveness activities, team building and the creation of external partnerships
• Facilitate and document regular meetings between partner’s MEAL staff, programme team and other stakeholders to oversee and discuss client responsive indicators progress, client’s feedback.
• Work with MEAL and AAP staff at the field offices as well as managing the hotlines IRC operates

Key Working Relationships
Position Reports to: MEAL Coordinator
Position directly supervises: Client Responsiveness and AAP Officers.

Qualifications
• Bachelor’s degree in Statistics, Social Sciences, Development Studies, Project Management or in any other relevant discipline. A masters’ degree in any relevant field is an added advantage
• 4-5 years of consistent proven and successful experience of monitoring, evaluation, accountability, and learning – specific experience in AAP and feedback management will be added advantage
• Demonstrated understanding of project management in a similar role/with similar responsibilities in a multi-sectoral and multi-donor environment.
• Good written and spoken English skills, Local language (s) in refugee context is an added advantage,
• Strong team management experience with sound capacities to work in a diversified team
• Willingness to work under pressure and stressful situations with minimal supervision and without compromising on deadlines or quality.
• Values diversity, sees it as a source of competitive strength
• Good communication, presentation, and interpersonal skills.
• Excellent computer skills and competency in Word, Excel, PowerPoint, CommCare, Power BI
• Willingness to travel to field sites under demanding conditions.

Please note: Deadline for receiving applications is August 8th 2022.
• 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 enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons, and several others.
• We are committed to narrowing the gender gap in leadership positions. We offer generous 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. We welcome and strongly encourage qualified female professionals to apply.
• All staff, regardless of role, are required to create a culture of client responsiveness by requesting and using client feedback data to make decisions. In addition, all staff are expected to demonstrate inclusiveness when making programmatic decisions and working with clients, partners and colleagues from diverse backgrounds. You can read more about the IRC’s commitment to client responsiveness here: https://www.rescue.org/resource/client-responsiveness-introduction-and-faq
• IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.
• We strongly encourage national or refugee candidates to apply for this position and may give preference to refugee candidates. IRC strives to attract, motivate and retain qualified national and refugee staff in our programs.

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure
• Click here to apply

All Jobs

QUICK ALERT SUBSCRIPTION