Client Responsiveness & Accountability Officer - Gusau at International Rescue Committee (IRC)

Scope Of Work: 

The Clients Responsiveness and Accountability (CRA) Officer reports to the Senior Consortium MEAL Manager directly with technical support by the CRA Manager and supports field level implementation of CRA actions. S/he ensures 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 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 conducts feedback sessions, FGDs and surveys to solicit for clients’ feedback.

Major Responsibilities:

Program/project design and learning:

• Participate in program/ project design especially in developing proposals using learning from previous projects.
• Responsible for reviewing and developing CRA tools for data collection ensuring it is adapted and suitable for the context.
• Responsible for organizing periodic meetings with stakeholders to ensure accountability to the target populations served and relevant stakeholders and ensure dissemination of information to concerned parties.
• With support from the CRA Manager, ensure the CRA maintains project level information management system upholding confidentiality principles.
• Update/Review the SOPs and Feedback Plans together with the CRA Manager, Senior MEAL Manager and the MEAL Coordinator.

Information management and reporting:

• Lead and coordinate processes to collect, review and respond to client feedback at the LGA level.
• Set up feedback mechanisms to collect and respond to client feedback – both proactive and reactive (technological improvements to existing mechanisms), with support from MEAL Officers
• Conduct regular FGDs/KIIs and meetings with different stakeholders to solicit feedback on IRC’s work.
• During distributions, establish a help desk/information table for the community members to answer beneficiary comments/questions. After the distribution, prepare help desk reports on the distribution.
• 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.
• Ensure proper cleaning and analysis of data collected via different channels and ensure it is stored in the CRA database.
• Facilitate presentation of CRA dashboards on Power Bi
• With support from the CRA Manager, lead, and coordinate on Client satisfaction survey across IRC locations

Capacity building and supervision:

• Conduct capacity building sessions with community stakeholders, and IRC staff on the IRCs CRA Mechanism
• Responsible for providing assistance to MEAL Officers during sector level trainings especially on CRA.
• Accountable for coaching, mentoring, and supervising CRA Assistants
• Responsible for supporting her/his subordinate/s in completing performance management activities including: workplan design, monitoring, and annual performance appraisals.
• Perform other task related assignment proposed by his/her supervisor.

Key Working Relationships:

• Position Reports to: Senior Consortium MEAL Manager
• Position directly supervised by: Senior Consortium MEAL Manager
• Indirect Reporting: CRA manager, MEAL Coordinator, SAM/FC

Qualifications

• Bachelor’s degree in social science, or related field. Native of the state preferred.
• 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.
• Extensive 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).
• Ability to package and communicate complex topics through written reports and presentations.
• Excellent facilitation skills, and strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diversity factors.
• Ability to handle multiple tasks, proven self-initiative and problem-solving abilities.
• Good written and spoken English, Hausa, Kanuri, and Fulani skills.
• Values diversity sees it as a source of competitive strength.
• Good communication, presentation, and interpersonal skills.
• Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint. CommCare and PowerBI is a strong advantage.