Client & Community Feedback Officer

International Rescue Committee
  • Location
    New York, New York
  • Sector
    Non Profit
  • Experience
    Early Career / Mid Career
  • Posted
    Nov 21

Position description

The IRC is one of the leading providers of high-quality programming for refugees in the United States. The IRC is committed to developing innovative programs that respond to our clients’ unique challenges and needs, using our learning and experience to shape policy and practice, and highlighting and promoting best practices in service provision. The Research, Analysis, and Learning (RAL) supports Resettlement, Asylum, and Integration (RAI) programs in the U.S. and Europe in becoming more evidence-based and data-driven, as well as providing technical assistance to other resettlement agencies.

The IRC seeks a Client & Community Feedback Officer to support the implementation of the Resettlement Alliance for Data Innovation and Exchange (RADIE) project. The RADIE project stresses a decentralized and collaborative approach to determining program outcomes, measures of success, data collection methods, and standards and interpreting data, with an end goal of better the quality of Reception & placement services and their impact on clients. This project consists of four key activities: a resettlement outcomes and data working group, a refugee advisory council, an evaluation initiative on complimentary pathways’ impact on client experiences, and a community of practice focused on client voice. The Client & Community Feedback Officer will take the lead and/or support these activities.

Major Responsibilities:

  • Support the establishment and facilitation of an interagency resettlement outcomes and data working group.
  • Work with the resettlement outcomes and data working group and refugee advisory council to co-define program outcomes and then identify or co-design a data collection tool to measure them.
  • Lead a process to validate data collection tools to measure client outcomes.
  • Develop guidance and training for resettlement service providers on using data collection tools co-designed by working groups to measure client outcomes.
  • Establish and facilitate a client voice community of practice for resettlement agencies in the U.S.
  • Provide technical assistance to resettlement agencies in collecting and using client and community feedback.
  • Provide support to the refugee advisory council, including with meeting facilitation if needed.
  • Develop guidance and training on client and community engagement.
  • Develop case studies on collecting client and community feedback to support understanding of good practice.
  • Provide support for the evaluation of complementary pathways’ influence on client outcomes, resettlement experience, and the quality of services.
  • Provide support for the evaluation of RAI’s outcomes and evidence framework from our clients’ perspective.
  • Other duties as assigned.

Key Working Relationship:

  • This position is based in RAI’s RAL Unit and reports to the Deputy Director for Measurement & Data Analysis. They will work in close collaboration with other members of the RAL and Reception & Placement staff at the IRC and other resettlement agencies.

Qualifications

Job Requirements:

  • Education: Master’s Degree required, in fields such as Applied Statistics and Social Sciences
  • Work Experience: At least 3 years in client feedback, engagement, and organizing.

Skills and Competencies

  • Project management skills.
  • Experience developing and validating client feedback mechanisms and data collection tools.
  • Experience gathering and using client and community feedback.
  • Experience working with refugees, immigrants, or migrants.
  • Exposure to monitoring and evaluation activities.
  • Understanding of data equity principles.
  • Strong data analysis skills.
  • Experience facilitating working groups, advisory groups, and communities of practice.
  • Experience developing guidance and training materials.
  • Advanced knowledge of Microsoft Office Word, PowerPoint, and Excel.
  • Ability to effectively communicate results, including data visualization.
  • Strong attention to detail (excellent proofreading and editing skills).
  • Ability to work flexibly both independently and as part of a team.
  • Excellent communication skills, both verbal and written, with fluency in English.
  • Ability to handle multiple priorities and deadlines.

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.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3-year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

 

Application instructions

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