Client Responsiveness and Accountability (CRA) Manager

March 1, 2022

Job Description

the International Rescue Committee (IRC)

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.
We are recruiting to fill the position below:
Job Title: Client Responsiveness and Accountability (CRA) Manager
Requisition ID: req24812
Location: Maiduguri, Borno
Sector: Evaluation & Learning
Employment Type: Full-Time
Employment Category: Regular
Ability to Travel: 40% of time if applicable
Open to Expatriates: No
Contextual Background

The IRC has been present in Nigeria since 2012 when the organization responded to flooding in Kogi state. In February 2014 the IRC moved into Adamawa State in NE Nigeria to provide humanitarian interventions through a multi-sectoral, integrated approach for conflict affected populations.
IRC Nigeria now operates a country office in Abuja and field offices in Mubi and Yola of Adamawa State, Maiduguri and Monguno of Borno state and Damaturu of Yobe State.
Currently, IRC Nigeria implements programs primary health care, nutrition, environmental health, women’s protection and empowerment, protection, child protection, education, food security & livelihoods.

Job Overview / Summary

The Client Responsiveness and Accountability (CRA) Manager will be responsible for ensuring that feedback of clients is collected, recorded and responded to in a timely manner through a robust and contextually appropriate system of feedback mechanisms.
S/he will ensure that client responsiveness in all phases of projects comply with IRC global initiatives and commitments while ensuring strong coordination with colleagues across the states of implementation.
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 taken into account during program design phase, mid-term and end-line evaluation.
S/he will be responsible to ensure that IRC clients are regularly consulted and informed about available feedback channels.

Major Responsibilities
Client Responsiveness (CR):

The CRA manager is responsible for supporting the MEAL coordinator with all aspects of designing, planning and implementing the CR strategy and mechanism throughout the country program – Including client responsiveness guidelines, global commitments on accountability to affected population (AAP) and participation revolution, strategic action plan (SAP) of Nigeria and agreed standards
The CRA manager will 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
Train all country full time staff and causal workers in accountability principles and practices
Lead on coordination and liaison with program and support unit staff to ensure successful implementation and compliance with the client responsiveness and accountability strategy and mechanism
Ensure robust clients feedback mechanisms are in place to encourage the communities to share their feedbacks and concerns
Develop context specific feedback channels plans (proactive and reactive) for projects as well as provide technical support and guidance on implementation of the different client’s 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 phase
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.

Data Usage for Action:

Ensure clients feedback data and its analysis is available for senior management, while considering the confidentiality and clients protection
Ensure that programs adopt and comply with CR standards and tools at design, startup, implementation, and closeout of projects
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 performance at against CR 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 knowledge and emerging practices on CR internally and externally with the wider stakeholder audience
Participate in program coordination meeting and progress against activities and budget.

Management and Coordination:

Provide oversight for CR activities, team building and creation of external partnerships
Responsible for developing workplans as envisaged in the project proposal
Manage CRA officers across implementing states as well as the hotline assistants in Maiduguri
Coach, train, supervise and mentor CR team members including clear expectations, setting annual performance objectives, providing regular and timely positive and constructive performance feedback.

Key Working Relationships:

Position Reports to:  MEAL Coordinator
Indirect / Technical Reporting: Client Responsiveness Specialist, International Programs
Position directly Supervises: CRA officers / Hotline Assistants.


Bachelor's Degree in Statistics, Social Sciences, Development Studies, Project Management or any other relevant discipline. A master’s degree in any field is an added advantage
4-5 years of consistent, proven, and successful experience in monitoring, evaluation, accountability, and learning – specific experience in feedback management will be an added advantage
Demonstrated understanding or project management in a similar role/with similar responsibilities in a multi sectoral and multi donor environment
Strong team management experience with sound capacities to work in a diversified team
Willingness to work under pressure and stressful situations without minimal supervision and without compromising 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, Kobo toolbox, commcare
Willingness to travel to field sites under demanding conditions.

Computer / Other Tech Requirements:

Full professional competency in Microsoft Office Suite, especially Word, Excel, Outlook, and PowerPoint.  Add position-specific (e.g. accounting software, statistical software, etc.).

Standards of Professional Conduct:

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.

Gender Equality:

IRC is committed to narrowing the gender gap in leadership positions. We offer 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.

Working Environment:

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.

Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online

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