Client Engagement and Feedback Mechanism Strategy Consultant

Number of days work: Max 20 days between 1st May – 15th July 2022**

Location: London, UK / Remote**

Introduction

The Client Engagement Consultant will support IRC efforts to strengthen client engagement and

feedback initiatives at IRC UK. They will work with office leadership and program office staff, to develop,

implement, and document a strategy to build upon and sustain client and community engagement

capacity and practices.

IRC believes that designing our strategies and programs based on clients’ particular needs and

preferences is one of the most critical drivers of impact. We also believe that we have a role to play in

working with clients so that they can engage as an equal, influential partner both with IRC and in the

broader community. Strengthening client voice in all aspects of our work and increasing accountability

to clients is an IRC priority under Strategy 100.

At the start of 2021, IRC UK began programming in the UK. RISE is working in partnership with local

authorities to provide integration support to resettled refugees in South East England. Programming in

the UK has further expanded to support Afghan nationals in the UK and will open to arrivals from

Ukraine. IRC UK programmes also provides capacity strengthening to service providers including

teachers through its Healing Classroom trainings.

We are currently in the development of the IRC UK’s strategic action plan to outline the future of our programming to support of refugees and asylum seekers in the UK. One priority already identified is ensuring client voice is incorporated into our programming and that mechanisms are in place to allow for meaningful participation of our clients in the decision making and implementation of our programming.

Key Stakeholders and Relationships

Accountable to Head of Programmes (HoP), UK

Close coordination with UK management team, RISE Project Manager and Senior Integration Officer

Core Consulting Tasks

The scope of work includes but is not limited to the following:

a) Analysis, informed by UK programming to include:

· Outline steps required for IRC to implement programming in a client responsive manner and through a gender, equality, diversity and inclusion (GEDI) lens, identifying current promising practices within IRC, identifying barriers and challenges to incorporating client feedback and needs.

• Facilitate discussions and planning process among key stakeholders to inform analysis including understanding from clients their preferred ways to engage and provide feedback.

b) Lead development of UK client engagement strategy

· Outline recommendations and resourcing required for the implementation of client engagement mechanisms in UK programming, including ways to align existing programming such as refugee leadership training with client engagement.

· Present findings to HoP and key project staff for decision to take forward selected methods

c) Develop TOR

· Outline role of client participants in client feedback mechanism selected for the UK in order to outreach and recruit participants.

d) Lead process of recruitment and onboarding of participants for client engagement mechanism

• Collaborate with local program staff to test, adapt, and/or develop client-responsive and GEDI informed client feedback tools and processes.
• Conduct outreach to recruit client participants to engage in selected client feedback mechanisms.
• Develop training materials or onboarding materials for client participants as well as lead launch meetings, establishing regular meeting cadence amongst the group.
• Coordinate with programme team for training on delivery of mechanism to sustain long term.

Key Outputs

a) Concept for IRC UK client engagement mechanisms in the UK, identifying barriers to client engagement, challenges to incorporating client feedback, recommendations for strengthening and resourcing required for maintenance of client engagement mechanisms

b) Presentation of main findings and potential models of client engagement mechanisms delivered to Head of UK programmes and key project staff

c) TOR for new client engagement mechanism as defined in the client engagement concept

d) Set up of mechanism to include recruitment, training of participants and co-delivery of launch meeting

e) Weekly updates to the HoP

Interested candidates should apply by 18 April.