Client Voices Coordinator

Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to forcibly displaced people due to war or disaster. The IRC is on the ground in more than 40 countries, providing emergency relief, relocating refugees, and rebuilding lives in the wake of disaster. Through 29 regional offices in cities across the United States, the IRC helps refugees resettle and become self-sufficient. 

The IRC-Wichita office has been providing services to newly arrived refugees since 2011. The IRC-Wichita office serves refugees and immigrants by providing resettlement and placement, family strengthening services through trauma-informed care, economic empowerment, youth and adult education, and immigration services offered by a Department of Justice accredited legal representative. The IRC helps those in need to rebuild their lives and regain control of their future in their new home.

Our strength and success lie within our core values of Service, Accountability, Equality, and Integrity. We are strongly motivated by our clients and are dedicated to delivering high-impact and quality programs.

The Client Voices Coordinator will strengthen client engagement and feedback initiatives at the Wichita office. IRC believes that designing our strategies and programs based on client's 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 partners 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, and the Client Voices Coordinator will play a key role in supporting client engagement and feedback initiatives at the local level. The coordinator will also be vital in building partnerships across the community, including with diaspora networks, to better inform IRC in Wichita programming and decision-making.  The coordinator will be the key liaison with client and community groups such as client advisory board(s), facilitate groups such as community leadership training, and coordinate with Refugee Voices activities. The position reports to the Development Manager. 

Client and Community Engagement Capacity Building

Work with the Development Manager, office leadership and program office staff, and the HQ Client and Community Engagement team's support 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 coordinating the office's advisory body and 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.

Provide support with client needs assessments and intersectional context analysis, including through collaboration with office leadership and program managers.

Provide training to staff on how to effectively engage clients and community members.

Client Feedback Support

Collaborate with and support office program staff on client satisfaction, core indicator, and feedback efforts, including but not limited to focus group discussions and surveys.

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.

Understand from clients their preferred ways to engage and provide 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.

Support office compliance with IRC client complaints and feedback policies.

Support program staff to develop feedback action plans, including:

o Provide insight to clients and community members regarding how information was used and the outcome

o Present client engagement and feedback information to leadership at a regular cadence

o Support as needed with coordinating additional actions, including internal and external referrals

Community Capacity Sharing and Influencing

Support client input and collaboration in discussions with external partners

Support local Refugee Voices programming, a platform to equip and partner with former refugees and other New Americans to mobilize to advocate, tell their story, develop leadership, volunteer, or take other actions in support of other refugees and refugee programs in the United States.

Organize and facilitate community leadership and civic engagement training for the Client Voices Council. 

Stay connected to and proactively engage with local refugee and diaspora communities and raise community issues to office leadership.

Client and community engagement learning at the global level

Pilot and input into recommendations, learning, and knowledge into global Client and Community Engagement related tools and processes. 

Actively participate in RAI's Client and Community Engagement working group and community of practice.

Position reports to: Development Manager

Position directly supervises: Client Voice Promoters

Undergraduate degree preferred, in relevant field of study, however, relevant training and professional experience may be substituted;

2-3 years of related professional experience.

Demonstrated experience working with refugees, asylees, victims of human trafficking, and/or immigrant populations required.

Community outreach experience strongly 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;

Experience with monitoring and evaluation preferred

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;

Proficient in Microsoft Office applications (Word, Excel, Outlook); able to use the internet and other digital tools for data entry, research, and problem-solving.

Fluency in spoken and written English; Fluency in an additional language relevant to current client populations preferred. 

Valid driver's license and access to a personal, insured vehicle.

A combination of standard office environment, remote work, and 'field' time within the service delivery area to perform the above-outlined responsibilities.

Regular travel to off-site locations is required;

Office hours are scheduled Monday-Friday, 9:00 am - 5:00 pm, with occasional evening or weekend activities as needed;

Access to a reliable vehicle to travel regularly throughout the service delivery area for meetings and events.

All are invited to apply but we particularly welcome applicants who bring lived experience of forced migration to the role.

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.

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. 

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.

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.

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.

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.

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