Experience Inc. Jobs

Requisition ID: req54926

Job Title: Accountability Officer

Sector: Program Administration

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Gaza, occupied Palestinian Territory (oPT)

Work Arrangement:In-person

Job Description

The IRC began planning to reopen an oPt country program in mid-2022 and launched an emergency response in Gaza in October 2023. The organization is currently supporting a network of local partners in both Gaza and the West Bank to sustain critical health, WASH, protection, food security, cash, education, and early childhood development interventions. The IRC is also deploying emergency medical teams to provide surge clinical capacity in hospitals and other health facilities. The IRC is working to scale its emergency response while building a longer-term oPt country program in parallel. This effort is being jointly managed by the Emergencies and Humanitarian Action Unit (EHAU) and the Middle East and North Africa (MENA) region, with a view to eventually transition the country program fully under the MENA region.

Job Overview/Summary:

The Clients’ Responsiveness and Accountability (CRA) Officer reports to the MEAL Coordinator in oPT response and will be responsible for ensuring that feedback of clients is collected, recorded and responded to in timely manner through a robust and contextually appropriate system of feedback mechanisms. She/he will ensure that Client Responsiveness in all phases of projects comply with IRC global initiatives and commitments while ensuring strong coordination with colleagues at Gaza and West Bank field offices. The CRA Officer 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 the program design phase, mid-term and end-line evaluation. She/he will be responsible to ensure that IRC clients are regularly consulted and informed about available feedback channels.

Major Responsibilities:

Clients Responsiveness (CR):

• Work with MEAL Manager to establish client feedback mechanisms to ensure IRC is meeting its internal and external accountability commitments through the implementation of sound accountability, client feedback, and response mechanisms

• Update/Review the SOPs and Feedback Plans together with the MEAL Coordinator

• Update/Review the feedback register and develop regular summaries to share with RMT.

• Lead and coordinate processes to collect, review and respond to client feedback at field level.

• Set up feedback mechanisms to collect and respond to client feedback – both proactive and reactive channels

• Conduct regular FGDs and meetings with different stakeholders including clients 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.

Data usage for Action

• Work with MEAL Manager to compile Clients feedback data summaries and its analysis is available for senior management, while considering the confidentiality and clients’ protection.

• Ensure that programs and partners adopt and comply with CR standards and tools at design, startup, implementation, and close out 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 the 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 of 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 of CR activities, team building and the creation of external partnerships

• Responsible for developing work plans as envisaged in the project proposal.

• Facilitate and document regular meetings between partner’s MEAL staff and other stakeholders to oversee and discuss project progress, client’s feedback.

• Manage the CRA staff at the provincial level as well as the hotline volunteers or assistant

Key Working Relationships:

Position Reports to: MEAL Manager, oPT response

Position directly supervises: N/A but will be working closely with MEAL Officer Gaza and MEAL Officer West Bank

Job Requirements:

• Bachelor degree in Statistics, Social Sciences, Development Studies, Project Management or in any other relevant discipline.

• 3 years of consistent proven and successful experience of monitoring, evaluation, accountability, and learning – specific experience in feedback management will be added advantage

• Demonstrated understanding of project management in a similar role/with similar responsibilities in a multi-sectoral and multi-donor environment.

• Good written and spoken English, Arabic skills.

• Good interpersonal and communication skills.

• 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 on 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.