The Client Responsiveness and Accountability (CRA) unit at IRC Iraq ensures that clients’ voices guide the organization’s work. It provides safe and accessible channels—like hotlines, WhatsApp, and helpdesks—for feedback and complaints from clients, ensuring responses are timely and confidential. CRA analyzes this feedback to identify trends, improve program quality, and strengthen transparency and trust between IRC and the communities it serves. Through coordination with all program sectors, CRA helps ensure that IRC’s services remain responsive, inclusive, and accountable to affected populations across Iraq.
Scope of Work:
This Internship is to allow people in their early career to gain exposure and experience working in the humanitarian system, through on-the-job training, program and operations work experience and site visits.
The CRA Intern supports the team in collecting, recording, and analyzing client feedback through various channels such as hotlines, WhatsApp, and helpdesks. The intern assists in ensuring timely follow-up on feedback, maintaining databases, and supporting awareness activities, helping to strengthen accountability and transparency between IRC and the communities it serves.
- Record feedback and complaints received on the reactive channels like Hotline calls, WhatsApp, Viber, suggestion box, Helpdesk into the CRA database management system (JIRA System)
- Provide client service and support, guaranteeing situational sensitivity during the phone call; input and keep track of data into JIRA System in an accurate manner.
- Assist in collecting, documenting, and categorizing feedback and complaints received through the hotline, suggestion boxes, and other communication channels.
- Ensure all data and communication records are handled with strict confidentiality and in compliance with IRC policies and data protection standards.
- Conduct any other duties or responsibilities as assigned or requested by the supervisor
Major Deliverables:
- Timely and accurate submission of cases in regard of suggestion box channel into JIRA System.
- Properly filed and archived suggestion box documents.
- Update and track cases from JIRA assigned focal points.
- Effective coordination and follow-up with relevant departments.
Professional Standards:
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. 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.
- B.A Degree in business administration, management, or a related field is preferred.
- Fresh graduate with less than one year experience.
- Strong computer skills, especially in Microsoft Excel and Word.
- Background on online ticketing systems and feedback.
- Good organizational and communication skills.
- Interest in administrative work and humanitarian/development programs.
- Fluency in Arabic; knowledge of English is an advantage.
- Applicants who meet the qualifications are requested to electronically submit their CV to iraq.hr@rescue.org ,mentioning the position of (Data Entry Intern - CRA) in the email subject line.
Notice to all Job Seekers
IRC implements an equal employment opportunity policy, and our recruitment process is based on merit. Applicants and/or successful interview candidates (both internal and external) are not required to pay any fees at any stage of the recruitment process. If anyone asks you for any financial or non-financial favors to help you secure a job at IRC, kindly report to Iraqhr@rescue.org
ملاحظة لكل الباحثين عن وظيفة
تعتمد لجنة الانقاذ الدولية سياسة فرص عمل متساوية و ان عملية التوظيف لدينا تعتمد على الجدارة.
لايتوجب على المتقدمين لاي وظيفة او المؤهلين للمقابلات (سواء كانوا موظفيين حالين او متقدمين من خارج المنظمة) دفع اي
مبلغ مالي خلال اي مرحلة من مراحل التوظيف.
اذا قام اي شخص بطلب اي خدمة مالية او غير مالية لقاء مساعدتكم في تأمين فرصة عمل داخل المنظمة ،يرجى الابلاغ عن ذلك الى Iraqhr@rescue.org