The International Rescue Committee (IRC) responds to the world's worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity, and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

The IRC is the recipient of a new, USAID-funded 5 year basic education program, named the Accessible and Quality Basic Education (AQBE), Afghanistan. The AQBE will support more than 200,000 children in both  public and CBE education across 8 provinces to address key barriers and challenges facing equitable access to quality learning through:

1. Improving the delivery of quality instruction in foundational skills and the delivery of wellbeing support for students by educators;
2. Reinforcing community school management and family engagement to sustain access to learning;
3. Increasing the transition rate of CBE students into public schools; and
4. Sustaining equitable learning opportunities for all learners.

The AQBE project, under the leadership of the Chief of Party (COP), is housed by the IRC, but includes a dedicated Project Management Unit (PMU), who is in charge of ensuring coordination across the 7 AQBE partners, technical standardization for all project delivery, and transparency, accountability and reporting to USAID for all supported activities.

Scope of Work:

The CRA (Client Responsiveness and Accountability) Operator will be responsible for receiving, documenting, and categorizing client feedback through established mechanisms such as hotlines and feedback forms. They will ensure accurate data entry, maintain confidentiality, and liaise with relevant departments to address and resolve cases promptly. Additionally, the operator will support the promotion of CRA mechanisms in the field and provide regular updates on feedback trends and resolution outcomes to enhance accountability and improve service delivery.

Responsibilities:

• Under the overall guidance and supervision of the Sr. MEAL/ CRA Officer and to support the implementation of a functional CRA, the CRA - Operator is responsible for receiving phone calls, and case referrals and closing the feedback loop in line with SOP/ MEAL strategy, information sharing, and data capturing.
• Receive information requests, complaints, and feedback, referring and closing the case.
• Refer cases to the relevant focal point as per the standards operating procedures. This includes the following procedures for handling sensitive cases and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
• Administration of IRC hotline and response to the clients.
• Apply IRC’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CRA User, and report any breaches of the PDPP.
• Always maintain a professional standard, especially during difficult or stressful interactions with Clients and colleagues.
• Pro-actively identify and report to the Sr. MEAL Officer areas for improvement of the CRA, including but not limited to the accuracy and quality of information being shared with the clients, technical issues with the CRA system, improvements to the data intake form, procedures on how to handle nervous clients.
• Support visibility efforts to raise awareness of the CRA among affected populations, IRC employees, and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
• conduct surveys, if requested.

Perform other duties as required

• Bachelor’s Degree in humanitarian assistance, social work, human rights, international law, social science, or related field.
• Minimum of 2 years of experience in humanitarian contexts, with a preference for experience in engaging across organizations, in community services, or in change management and organizational change.
• Extensive expertise in delivering accountability mechanisms, as well as capacity to support effective communication with clients and staff.
• Ability to package and communicate complex topics through written reports and presentations.
• Excellent facilitation skills, and a strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diverse factors.
• Ability to handle multiple tasks, proven self-initiative and problem-solving abilities.
• Good written and spoken English, Pashto, and Dari skills.
• Good communication, presentation, and interpersonal skills.
• Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint.
• Ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment

For IRC- Afghanistan Internal Candidates:

(“ The IRC encourages employees to remain in a position for at least one year and be in good standing before applying for another position within the organization. if an employee is interested in a vacant position within the organization, he/she must inform his/her supervisor in advance before applying for a new position”)

(However, 1 year is a must to complete but to encourage IRCA employees somehow we are flexible who work in the current IRC position for at least 6 months or above and are given chance to compete for an opportunity in the organization)

Please apply using the following link.

https://rescue.csod.com/ux/ats/careersite/1/home/requisition/56844?c=rescue

Applicaitons recieved via any other means such as E-mail or in hard copy will not be considered. 

Shortlisted candidates will be directly contacted for a written test and after that for interviews. If you are not contacted TWO or FOUR WEEKS after the closing date it means that your application has not been successful for the post.

IRC Afghanistan AQBE Office, Qala-e-Fathullah, Street # 2, District 10.