Background/Context:
The IRC has operated in Syria since 2012, providing protection, health, economic recovery, and early childhood development programs in Idleb, Aleppo, Ar-Raqqa, Hassakeh, and Deir ez-Zor, with new programs expanding into Hama, rural Damascus, and Homs. With a team of over 700 members, the IRC has established trust and strong community relationships, ensuring access and effective service delivery. It plays a significant role in Syria’s NGO, donor, and coordination forums, holding key positions and adapting to the evolving context.
With the new realities under the new government, as of December 2024, the IRC has deployed a team to Damascus to set up operations and engage in coordination structures for newly accessible areas across Syria—including parts of NES, NWS, and other previously unreachable locations in South and Central Syria, adjusting operations to maximize coverage and efficiency.
Job Overview/Summary
As part of IRC’s MEAL unit, the Senior Client Responsiveness (CR) Officer is responsible for supporting the NWS hub program teams with the proper roll-out, implementation and scaling of the Syria CR or Feedback and Complaint Handling channels and mechanisms. Reporting to the NWS Snr. MEAL Manager and in coordination with the Regional Senior Client Responsiveness Specialists, the Senior CR Officer will communicate with the sector (Health, Protection, Education, and Economic Wellbeing) focal points to ensure that suggestions and complaints are communicated and addressed in a timely manner. Additionally, the Senior CR Officer will lead on raising both the client’s/beneficiaries staff awareness of the Syria CP CR mechanisms and promote the staffs’ capacity in this area.
Major Responsibilities:
Technical Support :
Ensure proposed proactive and reactive channels are inclusive to vulnerable community members (those who live far from program locations or those with disability) and are suitable for adults and children; Develop and maintain SOPs for the dimensions and specifications of feedback boxes in collaboration with the regional CR specialists and ensure those are harmonized and utilized across the NWS hub; Support CR field teams in setting up responsiveness channels and tools that are suitable for adults and children to identify suitable responsiveness channels. For example, where to place feedback boxes in reference to the specifications; Ensure feedback boxes are checked on daily basis and feedback is logged into JIRA by the end of each working day through coordinating with CR field team as well as the sector field team; Lead on the development of FAQ booklet based on the requests for information received from clients, in coordination with the Sector focal point and CR field team. In the case where the booklet is updated, ensure it is shared with Sector focal point and field team as well as the CR field team; Review FAQ received by the CR field team and sector field team on monthly basis. Based on those, conduct necessary amendments/adaptations to the FAQ booklet in coordination with the Sector focal point; Supervise CR field team’s field visits, and ensure they visit each center/location at least once every two weeks; Receive and respond to feedback sent through the email daily; Conduct ongoing monitoring of WhatsApp handling process that is led by the CR field team; Manage the JIRA feedback database (ensure all feedback are properly recorded, acted upon and responses are provided to the clients).Capacity Building:
Schedule and deliver training sessions to existing IRC staff and new joiners about the IRC Syria Client Responsiveness mechanisms, as well as capacity sharing with IRC partners; Raise awareness about the CR mechanisms among clients, communities and external stakeholders; Collaborate with the Snr. MEAL Manager and the Regional Senior Client Responsiveness Specialists for creating CR awareness raising/education materials amongst IRC clients and staff; Establish a schedule in sync with the PALM tracker for which the Sector field team and CR field team conduct routine awareness sessions for both adults and children on responsiveness channels etc.; Conduct weekly/bi-weekly meetings with CR field team to practice categorizing responses and discussing responses which the team faced difficulties in categorizing.Reporting :
Systematically review datasets for deficiencies or errors based on the CR SOP and provide advice on correcting any incompatibilities where possible; In coordination with the Snr Data and Reporting Officer, follow-up with sector IMs to proper and timely reporting against the relevant CR indicators into the Syria ADMS reporting system; Support the Snr. MEAL Manager with both internal and external reports by providing an accurate reflection of all CR related aspects;Staff Performance Management, Learning & Development :
Hire, supervise, and build the capacity of team members in relevant technical and management competencies.Develop and implement remote management capacity building approaches to build the strengths the teams in Syria.Coach, train, supervise and mentor direct-report staff, including communicating clear expectations, setting annual performance objectives, providing regular and timely positive and constructive performance feedback, and providing documented semi-annual performance reviews.Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.Approve and manage time, attendance and leave requests to ensure adequate departmental coverage; ensure monthly, accurate timesheet submission and carry out probationary reviews.Hold high-quality meetings with each direct report on a regular and predictable basis, minimally on a monthly basis.Provide a measurable development plan including on-the-job learning with the aim of strengthening technical capacity, exchanging knowledge within the team and providing guidance on career paths.As required, identify staff performance issues and work with Human Resources to document and address these in accordance with the National Staff Employment Policies.Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.Promote and monitor staff care and well-being. Model healthy work-life balance practices. Support appropriate interventions in response to identified staff care needs of both national and international staff.Look for opportunities to support staff in their career growth, where appropriate. As part of succession plan and nationalization goals, identify, train and develop capability and capacity of national staff to successfully transition role and responsibilities, by the end of assignment.
Job Requirements
Approximately 3 - 6 years of working experience in Client responsiveness and accountability.A University degree in a relevant field (such as: statistics & data management, social science, public health, development economics, or a related subject area) – a technical degree together with additional relevant work experience may substitute for education.Demonstrated analytical, systematic-thinking, and problem-solving skills. Self-motivated with good organization and planning skills. Strong computer literacy with Microsoft office; Experience with Mobile Data Capture (MDC) tools and implementing MDC surveys;Proficiency in English and Arabic, both written and spoken.Demonstrated Skills and Competencies:
A commitment to IRC’s mission, vision, values and IRC Way – Professional Code of Conduct. Credible written, presentation and verbal communication skills; ability to convey information effectively and solid experience providing training and staff development. Validated sense of professional discretion, integrity, and ability to handle complex situations diplomatically and to effective resolution. Excellent management and interpersonal skills and a solid ability to promote harmonious/cohesive teamwork, in a cross-cultural context. Validated ability to plan long-term, organize priorities and work under administrative and programmatic pressures with detail orientation and professional patience. Highly collaborative and resourceful; ability to establish positive working relationships with senior level management and all other partners to maximize cooperation and productivity. Curiosity, a desire to continually learn and develop is a must. Analytical ability in creating effective solutions to complex matters while adhering to labor laws and internal policies.
Language/Travel:
English is required, while Arabic is desired. Travel: 30% to field sites in Aleppo, Homs, Idlib and Damascus as well as attending regional and global workshops and meetings
Key Working Relationships
Position Reports to: Senior MEAL Manager
Position directly Supervises: Client Responsiveness Assistants
Position Technically Supervises: None
Professional Standards: IRC staff must adhere to the values and principles outlined in IRC Way – Global Standards for Professional Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, IRC operates and carries out policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Respect at Work Fiscal Integrity, and Anti-Retaliation.
Returning National Candidates: We strongly encourage national or returning national candidates to apply for this position. If you are a citizen of the country where this position is based and are currently residing outside of your home country, you may be eligible for an attractive relocation package. Eligibility is determined based on IRC's operational needs and specific role requirements. IRC strives to attract, motivate, and retain qualified national staff in our programs.
Accountability to Clients: IRC staff must adhere to the commitment of contributing to the sustainability and development of its (CR) Client Responsiveness Mechanisms, preserving the culture of prioritizing the needs of our clients and affected communities by systematically listening to their perspectives and using their feedback to make programmatic decisions and give them greater influence over program design and delivery.
Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.