Apply for a Client Responsiveness & Accountability (CRA) Volunteer in Kampala,Uganda

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Client Responsiveness & Accountability (CRA) Volunteer, Kampala
Organization: International Rescue Committee (IRC)
Country: Uganda
City: Kampala
Office: The IRC Kampala
Requisition ID: req51110

Job Title: Client Responsiveness& Accountability (CRA) Volunteer

Sector: Community Development

Employment Category: Regular

Employment Type: Full-Time

Open to Expatriates: No

Location: Kampala Country Field Office, Uganda

Work Arrangement:

Job Description


The International Rescue Committee (IRC) is one of the world’s leading crisis response agencies, providing life-saving assistance and supporting recovery and reconstruction for people affected by war and natural disasters. Active in public health, education, livelihoods, women’s empowerment, youth development, and protection and promotion of rights, IRC assists people from harm to home.

The IRC was registered in Uganda in mid-1998 and implements rehabilitation activities in the sectors of Child and Youth Protection and development, Health, Economic recovery and Development and women protection and empowerment as well as contributing to the response to the Southern Sudanese Refugee situation. IRC Uganda has a head office in Kampala, field offices in Kiryandongo, Lamwo, Moroto, Kyaka and West Nile.

Job Overview:

Working under the supervision and guidance of the MEAL Officer and the CRA manager, the volunteer will be based at IRC Urban Office in Kampala. The CRA volunteer will work closely with all program staff in the field to support IRC client engagement commitments, contribute towards improving program quality and accountability through documenting tracking for client feedback and rumors, enhance client feedback data management systems and processes across all IRC programs. The position will support measurement in the Field Office. The CRA volunteer will support the project team in managing client feedback arising from project implementation to support the realization of the organization’s commitment of having clients at the center of program implementation.

Duties and Responsibilities:

 Conduct regular FGDs and meetings with different stakeholders to solicit feedback on Kulea Watoto project work in consultation with the MEAL officer.
 During distributions, establish a help desk/information table for the community members to answer beneficiary comments/questions. After the distribution, prepare help desk reports on the distribution.
 Prepare CRA reports based on consolidated analysis of client feedback recorded via proactive and reactive channels, to be discussed at field meetings and project review meetings.
 Work with the Kulea Watoto project team to update client feedback registers and databases.
 Collect and manage feedback and complaints from Kulea Watoto project clients including tracking timeliness of response to feedback and complaints.
 Support data entry of feedback data into the online Client Feedback database.
 Participate in all project information sharing activities on accountability to identify and document relevant feedback for the program.
 Working closely with the MEAL Officer to monitor adherence to the client responsiveness SoPs.
 Compile weekly reports and share with supervisor highlighting achievements in the week, challenges, and support needs.
 Work closely with program teams to raise awareness on feedback information such as the feedback channels factoring in the vulnerability groups.
 Any other duties assigned by the supervisors.



 Diploma in Statistics, social sciences, demography, Economics, or related field. Computer literate in MS Office.
 Applications and Certificate in Monitoring and Evaluation is an added advantage. 
 At least one year of working experience in a related field.
 Previous work with an NGO in similar programs.
 Remains productive when under pressure.
 Ability to enhance good interpersonal relationships.
 Good communication skills.
 A good command of both written and spoken English.
 Excellent organizational skills.
 Works collaboratively with team members to achieve results.
 Relates and works well with people of different cultures, gender, and backgrounds.
 Flexibility and prepared to work additional hours .
 Ability to multi-task .
 Ability to work both independently and as part of a team .
 Able to respond rapidly to changing environments yet remain productive and focused.
 Strong and fast computer skills (Primarily Word, Excel, and Power Point and Outlook).
 Familiar with digital data collection and analysis packages (KOBO Toolbox, ODK Collect, MS Excel, SPSS, Commcare)

Gender Equality & Equal Opportunity

We are committed to narrowing the gender gap in leadership positions. We offer generous 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. We welcome and strongly encourage qualified female professionals to apply.

IRC is an Equal Opportunity Employer, and we value diversity in our organization. We do not discriminate based on race, religion, color, national origin, sex, gender, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. 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 reasonable accommodation.

Professional Standards

IRC workers must adhere to the values and principles outlined in the IRC Way – Standards for Professional Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

NB: This advert will close on 8th April 2024.

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