Requisition ID: req49214Job Title: Client Responsiveness ManagerSector: GrantsEmployment Category: Fixed TermEmployment Type: Full-TimeOpen to Expatriates: NoLocation: Nairobi, KenyaWork Arrangement: Job DescriptionResponding to the world's worsthumanitarian crises in a great variety of roles, the International RescueCommittee's staff is a force for humanity and hope. If you're skilled andpassionate, we'd like to add your energy to ours. We are one of the world'slargest humanitarian agencies, provide relief, rehabilitation, andpost-conflict reconstruction support to victims of natural disaster,oppression, and violent conflict in 42 countries. We are committed toinnovation and creative partnerships. Active in public health, education,livelihoods, women's empowerment, youth development, and protection andpromotion of rights, we assist people from harm to home.COUNTRY BACKGROUNDThe International RescueCommittee's (IRC) Kenya country program is dedicated to providing life-savingand developmental services that empower vulnerable local and refugeecommunities, enabling them to lead secure, productive, and healthy lives.Collaborating closely with national and county governments, communityorganizations, 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 suchas drought in Garissa and Turkana counties, supports refugees in Hagadera andKakuma Refugee Camps, and implements urban programming for livelihoods inNairobi'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 strengtheningservices to foster community resilience and self-reliance.Job Overview/Summary:The Clients' Responsiveness andAccountability (CRA) Manager reports to the MEAL Coordinator in the Kenyacountry program and will be responsible for ensuring that feedback of clientsis collected, recorded, and responded to in timely manner through a robust andcontextually appropriate system of feedback mechanisms. They will ensure thatClient Responsiveness in all phases of projects align with IRC globalinitiatives and commitments while ensuring strong coordination with colleaguesat the field locations and country office. The CRA Manager will be responsiblefor providing hands-on support in conducting assessments for designing andselection of feedback channels, prepare and implement proactive and reactivefeedback channels plans and ensure that client feedback (overall/as a trend) istaken into account during the program design phase, mid-term and end-lineevaluation. They will be responsible to ensure that IRC clients are regularlyconsulted and informed about available feedback channels.Major Responsibilities:Clients Responsiveness (CR):The CRA Manager is responsible forsupporting the MEAL Coordinator with all aspects of designing, planning, andimplementing the CR strategy and mechanism throughout the country program –including Client Responsiveness guidelines, global commitments on accountabilityto affected population (AAP) and participation revolution, strategic actionplan of the Kenya country program and agreed standards.The CRA Manager will design anddevelop core processes and standard operating procedures (SOPs) for thefeedback, reporting, and complaints mechanism, including designing andselection of feedback channels and Do No Harm in project areas.Train all country staff inaccountability principles and practicesLead on coordination and liaisonwith program and support unit staff to ensure successful implementation andcompliance with the client responsiveness and accountability strategy andmechanism.Ensure robust clients' feedbackmechanisms are in-place to encourage the communities to share their feedbackand concerns.Develop context specific clients'feedback channels plans (proactive and reactive) for projects as well asproviding technical support and guidance on implementation of the differentclients' feedback channels plans in all projects.Regularly review and updateclients' feedback channels plans with changing context and situation.Communicate the trends in feedbackto the MEAL Coordinator, DDGA, DDP, and Technical Coordinators to ensure thatthe feedback is reported and taken into consideration during the program designphase.Present statistics on feedbackreceived and feedback content in clear formats to highlight feedback trends tothe program team, as well as synthesize qualitative feedback in ways whichprovide the detail that the program team will need to design an appropriateresponse.Data Usage for ActionEnsure Clients feedback data andits analysis is available for senior management, while considering theconfidentiality and clients' protection.Ensure that programs adopt andalign with CR standards and tools at design, startup, implementation, and closeout of projects.Ensure regular flow of ClientResponsiveness data from field to country MEAL, analyze and interpret the datato help program management in taking informed decisions.Help the programs in assessing theperformance at against CR commitments.Produce and submit high qualityreports on client responsiveness within the agreed timelines clearlydemonstrating trends and key lessons learnt.Lead documentation and sharing ofknowledge and emerging practices on CR internally and externally with the widerstakeholder audience.Participate in programcoordination meeting and progress against activities and budget.Management and CoordinationProvide oversight of CRactivities, team building and the creation of external partnershipsResponsible for developing workplans as envisaged in the project proposal.Facilitate and document regularmeetings between partner's MEAL staff and other collaborators to be responsiblefor, and discuss project progress, client's feedback.Key Working Relationships:Position Reports to: MEALCoordinatorPosition DirectlySupervises: Client Responsiveness and Accountability OfficerQualificationsBachelor degree in Statistics,Social Sciences, Development Studies, Project Management or in any otherrelevant field. A masters' degree in any relevant field is an added advantage.4-5 years of consistent proven andsuccessful experience of monitoring, evaluation, accountability, and learning –specific experience in feedback management will be added advantage.Demonstrated understanding ofproject management in a similar role/with similar responsibilities in amulti-sectoral and multi-donor environment.Good written and spoken English,Strong team management experiencewith sound capacities to work in a diversified team.Willingness to work under pressureand stressful situations without minimal supervision and without compromisingon target dates or quality.Values diversity, sees it as asource of competitive strength.Good communication, presentation,and interpersonal skills.Excellent computer skills andcompetency in Word, Excel, PowerPoint, Kobo Toolbox, CommCare.Willingness to travel to fieldsites under demanding conditions.Work EnvironmentThe position is based in Nairobi,with scheduled travel to field locations where the IRC implements projects.Standards of ProfessionalConduct: The IRC and IRC workers must adhere to the values and principlesoutlined in IRC Way - Standards for Professional Conduct. These are Integrity,Service, Accountability and Equity. In accordance with these values, the IRCoperates and enforces policies on Beneficiary Protection from Exploitation andAbuse, Child Safeguarding, Anti Workplace Harassment, Fiscal IntegrityAnti-Retaliation and Combating Trafficking in Persons.Gender Equality: IRC iscommitted to narrowing the gender gap in leadership positions. We offerbenefits that provide an enabling environment for women to participate in ourworkforce including parental leave, gender-sensitive security protocols andother encouraging benefits and allowances.Equal Opportunity Employer: IRCconsiders all applicants on the basis of merit without regard to race, sex,color, religion, sexual orientation, age, marital status, veteran status, ordisability. We will ensure that individuals with disabilities are providedreasonable accommodation to participate in the job application or interviewprocess, to perform essential job functions, and to receive other benefits andprivileges of employment.Kenyan nationals are encouraged to apply. Internationalallowances are not available for this position. Salary and employee benefitsare compliant to the Kenyan NGO Sector. Disclaimer:Please take note thatInternational Rescue Committee (IRC) does not ask for any fees in connectionwith its recruitment processes.
