Client Voice Specialist

IRC BACKGROUND:

Founded in 1933, the IRC is a leading nonsectarian, voluntary organization providing relief, protection and resettlement services for refugees and victims of oppression or violent conflict. One aspect of the IRC is to assist refugees resettling in the United States. The IRC opened the Elizabeth office over 30 years ago to provide reception and placement services to newly arrived refugees. Wraparound program services and holistic supports aim to realize positive impact in clients’ safety, health, education, economic wellbeing, and power. Some services are limited to refugees and other Office of Refugee Resettlement (ORR)-eligible populations, while others are open to a broader population of refugees, immigrants, and forcibly displaced people.

JOB OVERVIEW:

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 through advocacy. Strengthening client voice in all aspects of our work and increasing accountability to clients is an IRC priority, and the Client Voice Specialist will play a key role in supporting client engagement and feedback initiatives at the local level. The Specialist will work to bring together multi-ethnic, multi-racial and multi-sector constituencies to build the power of refugees and immigrants and the organizations that serve them to ensure their sustainability and improve people’s lives.

The Client Voice Specialist will support client feedback mechanisms through communication and outreach. The Specialist will contribute to the fundraising relationships, strategy and execution, along with coordinating refugee speakers for events.

MAJOR RESPONSIBILITIES:

Responsibilities include, but are not limited to:

Client and community engagement capacity building:

• Work with office leadership and program office staff, with support from the HQ Client and Community Engagement team, to develop, implement, and document a strategy to build upon and sustain client and community engagement capacity and practices.
• Coordinate client collaboration and engagement initiatives, supporting the priority that clients have greater and more sustained influence over decisions that impact their lives. This could include but is not limited to supporting program staff to include clients and communities in program design processes.
• Foster the inclusion of clients and client inputs into office strategy formulation, program development, and funding proposals.

Client feedback support:

• Collaborate with and support office program staff on client satisfaction and feedback efforts, including but not limited to focus group discussions and surveys.
• Understand from clients their preferred ways to engage and provide feedback.
• Support office compliance with IRC client complaints and feedback policies.
• Support program staff to develop feedback action plans, including:
  • Provide insight to clients and community members regarding how information was used and the outcome.
  • Present client engagement and feedback information to leadership at a regular cadence.
  • Support as needed with coordinating additional actions, including internal and external referrals.
• Collaborate with office and headquarters Monitoring, Evaluation, and Learning (MEL) colleagues to create and implement client-responsive and Gender, Equity, Diversity, and Inclusion (GEDI)-informed methods for collecting client feedback.
• Collaborate with local program staff and HQ stakeholders to test, adapt, and/or develop client-responsive and GEDI informed client feedback tools and processes.
• Support and collaborate with program staff to foster equitable client accessibility to input and feedback mechanisms.

Community capacity sharing and influencing:

• Support client input and collaboration into discussions with external partners.
• Coordinate engagement with Ethnic Community Based Organizations (ECBOs).
• Stay connected to and proactively engage with local refugee and diaspora communities, and raise community issues to office leadership.
• Other duties as assigned.

KEY WORKING RELATIONSHIPS:

Position reports to: Director of Development

JOB REQUIREMENTS

• Undergraduate degree preferred, in relevant field of study.
• Minimum 3 years of work experience.
• Demonstrated experience working with refugees, asylees, victims of human trafficking, and/or immigrant populations required.
• Community outreach experience preferred.
• Strong written, oral, and interpersonal communication skills: the ability to communicate effectively and build relationships with colleagues and partners in a cross-cultural, multi-disciplinary environment, and the ability to present to a varied public required.
• Ability to develop new programs and initiatives as priorities and opportunities emerge.
• Solid diplomatic and networking skills; the ability to effectively manage a variety of internal and external relationships required.
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines required.
• Fluency in Arabic, Russian, Dari, Burmese, Kiswahili, Spanish, or other languages and cultures of the local refugee population is strongly preferred.
• Valid driver’s license, reliable vehicle with current insurance, and the ability to travel regularly throughout the service delivery area required.
• Fluency in English, both verbal and written, is required.

WORK ENVIRONMENT:

• The IRC in New Jersey strives to offer a positive working environment, with intentional efforts to ensure that it is diverse, equitable, inclusive, and accessible for all.
• Remote and hybrid remote/in-person work
• All staff are required to adhere to IRC’s COVID risk mitigation policies. In some cases, these policies may be stricter than those imposed at the federal, state, or local level.
• This role entails frequent travel in and around the Elizabeth area to represent the IRC with clients and community partners.
• Hours outside of typical office hours, including weekends and evenings, may be required.

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.

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer 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.

Professional Standards: The IRC and IRC staff must adhere to the values and principles outlined in IRC Way – Global Standards for Professional Conduct. These are Integrity, Service, Equality 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.

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: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.