The IRC restarted operations in Sudan in November 2019 after operating from 1982 until 2009, successfully obtaining re-registration in Khartoum with the transitional government, and launching initial programs to support displaced populations in urban settings around Khartoum. Sudan is experiencing multiple challenges, including macroeconomic crisis, armed conflicts, displacement, protracted refugee situations, and natural disasters. The result of this crisis is large-scale humanitarian need across the country, leaving an estimated 9.3 million people in need. In response to growing needs in recent months, the IRC has scaled up capacity through the emergency response team and expanded humanitarian activities in the River Nile and Khartoum States, and is looking to expand in program scale, scope, and geographic support over the coming months.

Job Overview/Summary: 

The Client Responsiveness and Accountability (CRA) Officer reports to the Senior MEAL Coordinator 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 a 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 the design and delivery of the project. Additionally, the CRA Officer conducts feedback sessions, FGDs, and surveys to solicit clients’ feedback

• Update/Review the SOPs and Feedback Plans together with the MEAL Manager and the Snr. MEAL Coordinator
• Lead and coordinate processes to collect, review and respond to client feedback at the field level.
• Set up feedback mechanisms to collect and respond to client feedback – both proactive and reactive (technological improvements to existing mechanisms), with support from M&E Officers
• Conduct regular FGDs 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.

Accountability and Monitoring Systems

• Update Client Response tools, databases, weekly and monthly reporting formats in close collaboration with the MEAL Manager/sectoral managers, or focal points.
• Client feedback data collection: using Kobo Collect, CommCare, and the IRC apps to collect and analyze data.
• Responsible for data management and storage in the field, in collaboration with IT.
• Manage the development of effective and sustainable feedback mechanisms to IRC from program beneficiaries/stakeholders.
• Contribute to the rollout of IRC global strategic initiatives related to measurement and accountability and enable reporting against IRC global standards and requirements.

Assessment, Learning, and Documentation

• Ensure relevant, timely, and quality support to the field office on assessments and evaluations, i.e., support in developing the survey tools, data analysis, and report writing.
• Attend and participate in semi-annual meetings with other MEAL Officers and the MEAL Manager on project monitoring and learning updates, achievements, and challenges.
• Provide documentation and dissemination of key findings stemming from monitoring, assessment, and other learning activities.
• Track and ensure organized, comprehensive electronic filing of documented findings/analyses.
• When appropriate/applicable, facilitate and participate in information sharing opportunities among IRC offices under the supervision of the MEAL manager.

Capacity Building

• Facilitate capacity building for other IRC staff on skills and knowledge related to M&E and accountability and learning, including related IRC global initiatives. Relevant topics may include but are not limited to, designing monitoring tools, monitoring budgets, analyzing monitoring data, conducting assessment/ evaluation, and implementing feedback mechanisms

• Bachelor’s Degree in humanitarian assistance, social work, human rights, international law, social science or related field. Postgraduate degree preferred.
• Minimum of 3 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 safely and accurately collect feedback 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, Arabic 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

Standard of Professional Conduct

IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct, which are Integrity, Service, and Accountability. In accordance with these values, 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 & Equal Opportunity

We are committed to narrowing the gender gap in leadership positions. We offer generous 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. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Ensuring the non-disclosure of any information whatsoever relating to the practices and business of IRC acquired in the course of duty, to any other person or organization without authority, except in the normal execution of duty.