Feedback and accountability specialist in International rescue committee

Job description:< /strong>

The Customer Response and Accountability (CRA) Specialist will oversee the overall implementation of CRA activities across all field offices of the country. 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. 

Main Responsibilities :

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

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

• Ensuring the functioning of feedback mechanisms for collecting and responding to customer feedback - both proactive and reactive - with the support of MEAL and program staff in different locations.

• Managing the Feedback Registry and other CRA tools developed by CommCare and Binotel to ensure they are fully functional, secure and used team in all field locations. CRA PowerBI dashboard analysis.

• Ensuring the proper functioning of the hotline and supervising hotline agents, providing technical assistance, developing the capacity of hotline agents and preparation of reports on the operation of the hotline system.

• Providing support to the manager of corporate social responsibility in building the potential of program employees MEAL and program staff at all field locations to ensure customer feedback and complaints are received, properly logged, and responded to in a timely manner.

• Carrying out a detailed analysis of quantitative and qualitative data received through various channels and presenting the hundredstatistical data in easy-to-understand formats to highlight trends in program and grant writing feedback.

• Work closely with the CRA Manager in preparing weekly , monthly and quarterly reports from the CRA, as well as presentations to senior management.

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

• Preparation of a customer response report based on a consolidated analysis of customer feedback received through proactive and reactive channels and providing to its program teams, as well as presenting it to program management for informed decision-making.

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

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

• Close cooperation with the program, technical support in promotion of feedback channels.

• Any other duties as assigned by the manager.

Requirements:

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

• Minimum of 1 year of work experience in humanitarian contexts, preferably with work experience in humanitarian organizations.

• Knowledge of standards of accountability to the affected population, involvement and participation of the public

• 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 multitask, take initiative and problem solve.

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

• Purposefulness, self-direction and the ability to cope with numerous competingdemands and commitments, as well as working flexibly in a team

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

• 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.

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

Preferred:

• A candidate with a higher education is preferred, but not mandatory.

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

• Experience in the humanitarian sector.

• Experience in capacity building, training and consulting colleagues on feedback mechanisms communication.

• 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 IRC employees must adhere to the values ​​and principles outlined in the document The IRC Way - Standards of Professional Conduct. These are integrity, service and accountability. In accordance with these values, the IRC develops and implements policies to protect beneficiaries from exploitation and abuse, child protection, anti-harassment in the workplace, anti-tax discipline, anti-retaliation and anti-retaliation human trafficking. The IRC is committed to ensuring that IRC staff are fit to work with children and have the knowledge necessary to support and comply with the IRC's Child Protection Policy Level of interaction with children: less direct contact with children The IRC recognizes that gender equality is fundamental. To achieve our organizational mission, IRC is committed to promoting gender equality in all aspects of our operations and programs.Our organizational policies, procedures and actions demonstrate this commitment disability to submit applications for participation in the competition.