Client Responsiveness Manager

Requisition ID: req49214

Job Title: Client Responsiveness Manager

Sector: Grants

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Nairobi, Kenya

Work Arrangement:

Job Description

Responding to the world’s worst
humanitarian crises in a great variety of roles, the International Rescue
Committee’s staff is a force for humanity and hope. If you’re skilled and
passionate, we’d like to add your energy to ours. We are one of the world’s
largest humanitarian agencies, provide relief, rehabilitation, and
post-conflict reconstruction support to victims of natural disaster,
oppression, and violent conflict in 42 countries. We are committed to
innovation and creative partnerships. Active in public health, education,
livelihoods, women’s empowerment, youth development, and protection and
promotion of rights, we assist people from harm to home.

COUNTRY BACKGROUND

The International Rescue
Committee’s (IRC) Kenya country program is dedicated to providing life-saving
and developmental services that empower vulnerable local and refugee
communities, enabling them to lead secure, productive, and healthy lives.
Collaborating closely with national and county governments, community
organizations, and partner NGOs, the IRC operates across health, nutrition,
protection, livelihood, education, and WASH sectors, in Turkana, Garissa,
Samburu, West Pokot and Nairobi counties. The IRC responds to emergencies such
as drought in Garissa and Turkana counties, supports refugees in Hagadera and
Kakuma Refugee Camps, and implements urban programming for livelihoods in
Nairobi’s informal settlements. Working with the Ministry of Health, UNHCR,
donors, and other partners, the IRC ensures comprehensive health, nutrition,
protection, women’s empowerment, economic recovery, and systems strengthening
services to foster community resilience and self-reliance.

Job Overview/Summary:

The Clients’ Responsiveness and
Accountability (CRA) Manager reports to the MEAL Coordinator in the Kenya
country program 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. They will ensure that
Client Responsiveness in all phases of projects align with IRC global
initiatives and commitments while ensuring strong coordination with colleagues
at the field locations and country office. 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 the program design phase, mid-term and end-line
evaluation. They will be responsible to ensure that IRC clients are regularly
consulted and informed about available feedback channels.

Major Responsibilities:

Clients 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 of the Kenya country program 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 staff 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 feedback
  and concerns.
• Develop context specific clients’
  feedback channels plans (proactive and reactive) for projects as well as
  providing technical support and guidance on implementation of the different
  clients’ 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, DDGA, 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
  align 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 collaborators to be responsible
  for, and discuss project progress, client’s feedback.

Key Working Relationships:

Position Reports to: MEAL
Coordinator

Position Directly
Supervises: Client Responsiveness and Accountability Officer

Qualifications

• Bachelor degree in Statistics,
  Social Sciences, Development Studies, Project Management or in any other
  relevant field. A masters’ degree in any relevant field is an added advantage.
• 4-5 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,
• 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 target dates 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.

Work Environment

The position is based in Nairobi,
with scheduled travel to field locations where the IRC implements projects.

Standards of Professional
Conduct: The IRC and IRC workers must adhere to the values and principles
outlined in IRC Way – Standards for Professional Conduct. These are Integrity,
Service, Accountability and Equity. 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
Anti-Retaliation and Combating Trafficking in Persons.

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 encouraging benefits and allowances.

Equal Opportunity Employer: IRC
considers all applicants on the basis of merit without regard to race, sex,
color, religion, sexual orientation, age, marital status, veteran status, or
disability. We will ensure that individuals with disabilities are provided
reasonable accommodation to participate in the job application or interview
process, to perform essential job functions, and to receive other benefits and
privileges of employment.

Kenyan nationals are encouraged to apply. International
allowances are not available for this position. Salary and employee benefits
are compliant to the Kenyan NGO Sector.

Disclaimer:

Please take note that
International Rescue Committee (IRC) does not ask for any fees in connection
with its recruitment processes.