Client Voice Coordinator

Job Overview:The Client Voices Coordinator, as a member of the Monitoring, Evaluation and Learning (MEL) Team, will work to ensure programming is client-centered, relevant to vulnerable populations' needs, and that-once identified-client concerns and requests are acted on through workflow process changes. As a priority in IRC Washington's Strategic Action Plan, their work will support the goal to "Give IRC clients greater influence over program design and delivery." The Client Voice Coordinator will work closely and support program team members to 1) Dialogue with clients to learn about clients' service experiences and ideas for improving services, through a variety of feedback mechanisms; 2) Close the feedback loop through follow-up with individual clients, and; 3) Establish a clear process for analyzing and adapting feedback to be used in program design and strategy, with the goal to improve the quality of services.

Major Responsibilities:

Responsibilities include, but are not limited to:

• Work with the MEL Manager to assess need and design plans of action for the development and implementation of Client Feedback mechanisms across all Programs, including but not limited to client satisfaction surveys, core indicators, focus group discussions, and program specific surveys.
• Support Programs in the collection and analysis of Client Feedback data; work with RAI measurement team to ensure timely upload of client feedback data into ETO
• Support/work in collaboration with Program Managers and staff across departments to recruit and oversee logistics for clients to participate in feedback mechanisms.
• Engage program staff in seeking and responding to Client Feedback and documenting client input for use in program strategy and design.
• Support program staff in identifying and implementing strategies to close the client feedback loop, to ensure clients are appropriately informed of action taken based on feedback
• Understand from clients their preferred ways to engage and provide feedback.
• Contribute to the design and implementation of a monthly Client Voice orientation training for new hires.
• Support program staff to develop feedback action plans, including:
  • Provide insight to clients and community members regarding how information was used and the outcome (close the feedback loop to ensure clients are appropriately informed of action taken based on feedback)
  • Present client engagement and feedback information to leadership at a regular cadence.
  • Support with coordinating additional actions, including internal and external referrals.
• Prepare for and assist the facilitation of client data review sessions for Program staff.
• Support program staff in documenting lessons learned from client feedback data and action taken in RAI knowledge management systems (e.g project database)
• Compile and share good practices in the collection and use of Client Feedback data
• Support Programs in tracking progress against Client Voice commitments
• In coordination with program staff and leadership, engage with local refugee and diaspora communities, and raise community issues to office leadership, as needed.

Key Working Relationships:

• Position Reports to: Monitoring, Evaluation and Learning Manager
  Position directly supervises: volunteers and interns
• This role support IRC Seattle and IRC Spokane offices.
• Other Internal and/or external contacts:
  • Internal:Senior Officer for Protection and Social Work, Development Team, Program Directors and Managers, Program staff
  • External:Community partners

Job Requirements:

• Relevant degree or equivalent experience.
• Lived experience as a refugee or immigrant is highly preferred.
• In lieu of lived experience, experience working with refugees and/or immigrants; cross-cultural or overseas experience accepted; minimum 3 years of experience is preferred.
• Experience with Data-Driven Client Engagement (ex. utilized data analysis skills to gather, analyze, and interpret client feedback effectively; implement strategies for collecting and synthesizing quantitative and qualitative data from various feedback mechanisms)
• Experience with Survey Design and Analysis (ex. designing client satisfaction surveys and other feedback mechanisms to capture valuable insights; performing in-depth analysis of survey results to identify trends, areas for improvement, and positive outcomes.)
• Demonstrated experience with designing, planning, and conducting research projects involving variety of other methods, including interviews and focus groups.
• Ability to effectively build internal and external relationships.
• Experience developing content for dissemination - proficiency in Canva, video production, and/or formal content creation is desirable.
• Creativity and initiative to follow through on projects.
• Ability to work independently and take initiative in a fast-paced environment.
• Fluent in English, both spoken and written; proficiency in language(s) spoken by IRC client groups is preferred.
• Proficient in Microsoft Office applications (Word, Excel, Outlook); ability to use the internet and other digital tools for data entry, research, and problem-solving purposes.
• Committed to anti-racism and continual learning and growth.
• Access to reliable transportation and required insurance to travel throughout the service delivery area.

Working Environment:

• A combination of standard office environment, remote work, and regular 'field' time within the service delivery area to perform the above outlined responsibilities.
• May require occasional weekend work.

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.

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.