Client Responsiveness and Accountability Assistant

The Job

Job Title: Client Responsiveness and Accountability Assistant (2)

Band/ Level / Grade: 9A

Department: MEAL

Location: Al-Dhale’e


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, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

Scope of Work:

The Client Responsiveness and Accountability Assistant (CRA Assistant) under the supervision of a CRA Officer will support the implementation of feedback channels that are suitable to clients and program teams. These will include supporting community engagement and information sharing meetings, client satisfaction surveys, Focus group discussion and reactive feedback channels (suggestion boxes and a phone line). The CRA Assistant will also be responsible for recording and monitoring feedback, and ensuring that clients are informed about the decisions taken by the IRC in a timely manner.

Job Summary

Under the supervision of CRA Officer, the CRA Assistant will be fully dedicated to collect the feedbacks from channels, receive and classify all the complaint through conducting regularly field visits to the projects’ sites. He/ She will regularly provide the updates, feedback, and raise cases based on IRC way and CRA framework. He/ She must ensure accurate and confidential filling of all CRA documents.


Position Reports to: CRA Officer in Al-Dhale’e


  • Collect client feedback through various channels that IRC installs including community meetings, surveys, discussions, phone lines, suggestion boxes, SMS among others
  • Regularly update the feedback registry on a routine basis and raise cases including breach of IRC code of conduct, allegations of child abuse or sexual exploitation and other major programmatic complaints
  • Receive, record and classify complaints for attention and refer to the CRA Officer.
  • Facilitate the preparation of CRA logistics before field visits e.g. data collection tools, promotional materials etc.
  • Ensure accurate and confidential filing of CRA documents including client feedback, questionnaires, reports, datasets among others
  • Receiving, recording, classifying and routing complaints for attention.
  • Other duties as assigned by the supervisor

Requirements (Qualifications, Skills and Abilities)

  • Bachelor’s Degree in relevant field required such as Development Studies, Anthropology and Sociology
  • Analyze and communicate data in a way that facilitates effective decision making
  • Proactively engage with clients and community members, acting as a community liaison focal point
  • Driven and able to balance multiple task, commitments, and to work flexibly in a team
  • Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems
  • Strong oral and written communications skills in English and Arabic


  • Working experience with refugees and/or IDPs, and an understanding of the feedback channels preferred by displaced people
  • Experience in implementing feedback channels. These may include surveys, FGD, hot lines, suggestions boxes, open feedback etc.
  • Passionate about humanitarian work and assistance!

Work Environment

The position will be based in Al-Dhale’e  with frequent travel to service delivery sites within the Governorate.

Professional Standards

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional 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, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation

IRC is an Equal Opportunity Employer

IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, age, marital status, disability or any other characteristic protected by applicable law.

How to Apply

Qualified and Interested individuals are required to apply for this position via the IRC Career at the following link:

Deadline for Applying: April 1, 2020.

Only shortlisted candidates will be contacted.

  • Employer: IRC
  • Category: Development/Non-Profit
  • Location: Al-Dhale’e
  • Posted on: 18 March 2020
  • Deadline: 1 April 2020