International Rescue Committee
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Strengthening Client Responsive project - Consultant

Job Description and Requirements



Founded in 1933, the International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work today in more than 40 countries, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

The Syria crisis is often described as the worst humanitarian catastrophe since the end of the Cold War. Inside Syria, 7.6 million people are internally displaced and 12.2 million are in need of humanitarian assistance, with 4.8 million in hard-to-reach areas. There are 4 million Syrian refugees in neighboring countries. This is no short-term humanitarian episode. The devastating human consequences to huge numbers of people will endure for decades. The destruction of relationships, communities, livelihoods, homes and infrastructure will take years to repair.


In side Jordan a total of 671,551[1] registered Syrian refugees with UNHCR 50.4% are females, working in coordination with the humanitarian community and the Government of Jordan, the IRC provides assistance for Syrian refugees in both camp and urban settings. The IRC's assistance programs are focusing on providing health, protection and economic empowerment services at the urban areas in Mafraq, Irbid, Zarqa and Amman governorates and inside the two camps.


Consultancy overview/ summary

The IRC has committed under its 2020 Strategy to become more responsive to the people it serves. Client Responsiveness is a key objective for IRC Jordan CO, placing people affected by crisis at the center of our decisions about what aid to deliver, to whom, where, when, how and why. IRC Jordan seeks to transform its humanitarian aid in support of more accountable and effective assistance to the most in need at a time when spontaneous and self-organized returns to Syria are expected to continue at a limited scale throughout 2019. To gain insights into the current practice and challenges to client responsiveness. The IRC Jordan is currently recruiting a consultant for the client responsiveness activities described below, which will focus on improving the capacities of the frontline staff and volunteers and equipping them with the needed tools and information that will help them respond to and meet the clients’ inquiries and needs.This project will be considered as a key project that will support the country office in reaching the good standard under the client responsiveness commitment.

Main Deliverables:

Phase one May- June 2019: Gap analysis, needs identification, and action planning

This phase of the project will outline the current systems in place, the gaps, and the needs. It will lay the foundation of all of the work that follows to develop and improve systems.

  • User journey or similar tool that outlines the client’s current process of getting information from volunteer and staff outreach teams, centers, and hotlines
  • User journey or similar tool that outlines the current process of IRC volunteer and staff outreach teams, center-based staff, and hotline workers receiving and responding to requests from clients
  • Analysis of most frequently requested information
  • Mapping of where information currently exists and how it is shared, and mapping of current referral processes
  • Map the core social work skills required for the humanitarian context
  • Current capacities and gap analysis of frontline staff skills on core social work competencies, as well as analysis of preferred learning methods (online, in-person, mentorship, physical toolkits) and time available for professional development
  • Map the current positions and interaction level with the beneficiaries and recommend minimum skills – topics to be trained on based on the level of interaction.
  • Draft of initial social work professional development plan, including the core competencies, the required technical and practical learning objectives for the competency, the corresponding skill, knowledge, behavior, or attitude that staff will demonstrate after the module, the time required for the module, and suggested teaching methods

Phase two: July, 2019: Revised social work curriculum

System design, development and testing


  • Draft tools and processes for information sharing and referrals, and test in centers and with outreach teams, collect feedback

Phase three: August 2019 System roll-out and staff training

  • Final process map and related tools for information flows and referral mechanisms
  • Orientation sessions at all locations on systems and related tools, with targeted trainings at all levels and all locations for key staff
  • Final social work training modules
  • Integration of social work training plan into HR unit and timeline for roll-out to all service delivery staff
  • Process, outputs, and lessons learned document to share with client responsiveness unit
  • Handover of all research, knowledge, and outputs to relevant staff in the country program


Position reports to: Senior Integrated Protection coordinator and MEAL coordinator based in Amman.


  • Advanced degree (post-graduate) or higher in law, political or social science or a related field, with 5 years of working experience within the humanitarian/refugee field;
  • Demonstrated experience in independent consultancies in support M&E and accountability processes, program evaluations, data collection and report writing.
  • Work experience in humanitarian protection programming and research in the Middle East is strongly preferred desirable.

Demonstrated Skills and Competencies:

  • Ability to handle multiple tasks; proven self-initiative, problem solving abilities, and strong organizational and communication skills;
  • Experience analysing and coding qualitative and quantitative data (using Dedoose, ATLAS.ti or another software) for diverse audiences;
  • Excellent writing skills and ability to articulate the linkage between findings, analysis, and recommendations.
  • Excellent interpersonal, presentation skills;
  • Strong understanding of the Core Humanitarian Standards and data protection principles;
  • Experience in working with NGOs and/or humanitarian emergencies;
  • Strong MEAL and research background (qualitative and mixed-methods)

Language Skills:  Fluency in English is required and fluency in Arabic is highly desired.

Working Environment:  This Position will operate from Amman, however some remote work is also possible.