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.

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