Feedback and accountability specialist in International rescue committee

Job Description:

The Customer Response and Accountability (CRA) Specialist will oversee the overall implementation of CRA activities across all country field offices . He/she will be responsible for ensuring the implementation of customer feedback channels that are important to customers and program teams. He/she ensures the creation of feedback mechanisms (both proactive and reactive) in agreement with the communities; regular promotion of these mechanisms through various media, as well as regular collection, analysis and timely response to customer feedback. He/she also ensures regular reporting to the CRA at agreed intervals and regular presentation of results at project meetings to inform project development and implementation. A CRA employee conducts feedback sessions, focus group discussions and surveys to obtain customer feedback. He/she ensures that the Feedback Register and other tools developed in CommeCare, Google Forms, Excel are fully functional, secure and used by MEAL and Program teams in all field offices. 

Essential Responsibilities:

• Update/revise CRA SOPs and Feedback Plans with MEAL Manager.

• Ensuring the availability of feedback channels for all sectors that are relevant to the context in different field locations, as well as supporting and managing CRA mechanisms of partner organizations.

• Ensuring the functioning of feedback mechanisms communication to collect and respond to customer feedback - both proactive and reactive - supported by MEAL and program staff at various locations.

• Management of the Feedback Register and other CRA tools developed by CommCare and Binotel to ensure , that they are fully functional, secure and used by the team in all field locations. Analyzing CRA's PowerBI dashboard.

• Ensuring the proper operation of the hotline and supervising hotline agents, providing technical assistance, building the capacity of hotline agents and preparing reports on the operation of the hotline system.

• Providing support to the Corporate Social Responsibility Manager in building the potential of MEAL program employees and program staff in all field locations to ensure receipt of customer feedback and complaints, their proper registration and responding to them in a timely manner.

• Conducting detailed analysis of quantitative and qualitative data received through various channels and presenting statistical data in understandable formats to highlight trends in feedback to programs and the grant writing department.

• Close cooperation with the CRA manager in the preparation of weekly, monthly and quarterly reports with the CRA, as well as presentations for presentation to senior management.

• Assess the usefulness and effectiveness of established CRA data management platforms and make recommendations for their improvement. Technical support and supervision of the work of assistants with monitoring and promotional visits, as well as focus groupsdiscussions (FGD) with clients; preparation and analysis of the obtained results.

• Preparation of a customer response report based on a consolidated analysis of customer feedback received through proactive and reactive channels and providing it to the program teams, as well as presenting it to the program management for consideration solutions.

• Ensure timely transfer of key feedback from various locations of program implementation to relevant program coordinators and monitor their use by the relevant program team.

• Collaborate with the sector MEAL team to ensure the functionality of the CRA sector channel and timely response to key program feedback.

• Close program collaboration, technical support in promoting feedback channels.

• Any other duties as assigned by the supervisor.

Requirements:

• Bachelor's degree in humanities aid, social work, human rights, international law, social sciences, development studies or related fields.

• Minimum of 1 year of experience working in humanitarian contexts, with experience working in humanitarian organizations preferred.

• Knowledge of standards of accountability to affected populations, public engagement and participation

• Ability to articulate and communicate complex topics through written reports and presentations.

• Excellent facilitation skills and a deep understanding of how to safely and accurately gather feedback from all community members, regardless of age, gender or other diversity factors.

• Ability to multi-task, take initiative and problem solve.< /p>

• Experience analyzing and presenting data in a way that supports effective decision-making

• Goal-oriented, self-directed and able to cope with multiple competing demands and commitments, and the flexibility to work in a team

• Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solving problems

• Good written and spoken English and Ukrainian language skills.

• Values ​​diversity, sees it as a source of competitive advantage.• Good communication, presentation and interpersonal skills skills.

• Excellent computer skills and knowledge of Word, Excel (data analysis and visualization) and PowerPoint. Knowledge of CommCare and PowerBI is an advantage.

Desirable:

• A candidate with a university degree is preferred but not required language.

• Experience working with IDPs, understanding communication channels and preferences of displaced persons.

• Experience working in the humanitarian sector.

• Experience in capacity building, training and counseling colleagues regarding feedback mechanisms.

• Experience in preparing reports using quantitative and qualitative data.

The position will be based in Dnipro or Kharkiv with frequent trips to field locations in three cities of Ukraine - Odesa, Dnipro, Kharkiv.

IRC core values ​​and commitments:

IRC and employees IRCs must adhere to the values ​​and principles outlined in the document "The IRC Way - Standards pprofessional behavior". It is integrity, service and accountability. In line with these values, the IRC develops and implements policies to protect beneficiaries from exploitation and abuse, protect children, fight workplace harassment, fight tax violations, fight retaliation, and fight human trafficking. The IRC is committed to ensuring that IRC employees are fit for work with children and had the knowledge necessary to support and comply with the IRC's Child Protection Policy. Level of interaction with children: less direct contact with children IRC recognizes that gender equality is fundamental to the achievement of our organizational mission. Therefore, the IRC is committed to promoting gender equality in all aspects of our activities and programs. Our organizational policies, procedures and actions demonstrate this commitment. We encourage women and persons with disabilities to apply for participation in the competition.