Client Voices Coordinator

The International Rescue Committee (IRC) responds to the worldâs worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 50 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

SCOPE OF WORK: 

The Client Voices Coordinator will strengthen client engagement and feedback initiatives at the Wichita office. IRC believes that designing our strategies and programs based on clientâs particular needs and preferences is one of the most critical drivers of impact. We have a role to play in working with clients so that they can engage as equal, influential partners both with IRC and in the broader community. Strengthening client voice in all aspects of our work and increasing accountability to clients is an IRC priority, and the Client Voices Coordinator will play a key role in supporting client engagement and feedback initiatives at the local level. The coordinator will also be vital in building partnerships across the community, including with diaspora networks, to better inform IRC in Wichita programming and decision-making.  The coordinator will be the key liaison between client and community groups, such as the client advisory board(s), facilitate groups, conduct community leadership training, and coordinate Refugee Voices activities. The position reports to the Development Manager. 

 

RESPONSIBILITIES: 

Client and Community Engagement Capacity Building

• Work with the Development Manager, office leadership and program office staff, and the HQ Client and Community Engagement team's support to develop, implement, and document a strategy to build upon and sustain client and community engagement capacity and practices.
• Coordinate client collaboration and engagement initiatives, supporting the priority that clients have greater and more sustained influence over decisions that impact their lives. This could include but is not limited to coordinating the officeâs advisory body and supporting program staff to include clients and communities in program design processes.
• Foster the inclusion of clients and client inputs into office strategy formulation, program development, and funding proposals.
• Provide support with client needs assessments and intersectional context analysis, including through collaboration with office leadership and program managers.
• Provide training to staff on how to effectively engage clients and community members.

Client Feedback Support

• Collaborate with and support office program staff on client satisfaction, core indicator, and feedback efforts, including but not limited to focus group discussions and surveys.
• Collaborate with office and headquarters Monitoring, Evaluation, and Learning (MEL) colleagues to create and implement client-responsive and Gender, Equity, Diversity, and Inclusion (GEDI)-informed methods for collecting client feedback.
• Understand from clients their preferred ways to engage and provide feedback.
• Collaborate with local program staff and HQ stakeholders to test, adapt, and/or develop client-responsive and GEDI-informed client feedback tools and processes.
• Support and collaborate with program staff to foster equitable client accessibility to input and feedback mechanisms.
• Support office compliance with IRC client complaints and feedback policies.
• Support program staff to develop feedback action plans, including:
  • Provide insight to clients and community members regarding how information was used and the outcome
  • Present client engagement and feedback information to leadership at a regular cadence
  • Support as needed with coordinating additional actions, including internal and external referrals

Community Capacity Sharing and Influencing

• Support client input and collaboration in discussions with external partners.
• Support local Refugee Voices programming, a platform to equip and partner with former refugees and other New Americans to mobilize to advocate, tell their story, develop leadership, volunteer, or take other actions in support of other refugees and refugee programs in the United States.
• Organize and facilitate community leadership and civic engagement training for the Client Voices Council. 
• Stay connected to and proactively engage with local refugee and diaspora communities and raise community issues to office leadership.

Client and community engagement learning at the global level

• Pilot and input recommendations, learning, and knowledge into global Client and Community engagement-related tools and processes. 
• Actively participate in RAIâs Client and Community Engagement working group and community of practice.

 

Key Working relationships

The position reports to: Development Manager

Position directly supervises: Client Voice Promoters

 

Job Requirements: 

• Undergraduate degree preferred, in relevant field of study, however, relevant training and professional experience may be substituted.
• 2-3 years of related professional experience.
• Demonstrated experience working with refugees, asylees, victims of human trafficking, and/or immigrant populations required.
• Community outreach experience strongly preferred.
• Strong written, oral, and interpersonal communication skills: the ability to communicate effectively and build relationships with colleagues and partners in a cross-cultural, multi-disciplinary environment and present to a varied public.
• Experience with monitoring and evaluation preferred.
• Ability to develop new programs and initiatives as priorities and opportunities emerge.
• Solid diplomatic and networking skills: Effectively managing internal and external relationships is required.
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines required;
• Proficient in Microsoft Office applications (Word, Excel, Outlook); able to use the internet and other digital tools for data entry, research, and problem-solving.
• Fluency in spoken and written English; Fluency in an additional language relevant to current client populations preferred. 
• Valid driverâs license and access to a personal, insured vehicle.

 

Working Environment:  

• A combination of standard office environment, remote work, and âfieldâ time within the service delivery area to perform the above-outlined responsibilities.
• Regular travel to off-site locations is required;
• Office hours are scheduled Monday-Friday, 9:00 am â 5:00 pm, with occasional evening or weekend activities as needed;
• Access to a reliable vehicle to travel regularly throughout the service delivery area for meetings and events.

 

All are invited to apply but we particularly welcome applicants who bring lived experience of forced migration to the role.

 

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget.  Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

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 supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. 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. Please contact us to request accommodation.

US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.

Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way â our Code of Conduct. These are Integrity, Service, Accountability, and Equality.
Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.

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