Service Quality Assurance Manager

Background/IRC Summary:  The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

 IRC has been working in Pakistan for over 30 years, and manages and delivers large, complex programs to meet the needs in health, education, protection, environmental health and livelihoods for displaced, poor and disaster affected communities. IRC works in partnership with local government and non-governmental organizations and currently works in the Khyber Pakhtunkhwa and Sindh provinces.

Job Overview/Summary: The Service Quality Assurance Manager is responsible for the implementation of quality counseling & standard protocols to be followed at all the IRC supported Health facilities. This position will assist Senior Health Manager in report writing, technical feedback & in implementation of services in project districts. Following is summary of the activities need to be performed by the Service Quality Assurance Manager. Oversees counseling & quality RH services in all IRC supporting Health facilities in project districts. Monitors implementation of the long term and permanent FP methods and PAC services, which are designed to achieve project target in all HFs in district Nowshera, Charsadda, Mardan and Swabi. The Manager also provides technical advice and assistance on RH issues, liaises with all stakeholders for coordinating the FP services.

Major Responsibilities:

·         Improving the counseling & quality RH services of IRC health Program.

·         Devise, plan and implement staff /service providers capacity building trainings 

·         Conduct field visits to ensure implementation of Q of Care interventions and  conduct on the job coaching

·         Monitor technical trainings of IRC, being implement by IPs

·         Establishment of a referral system to provide access to emergency obstetric care (EmOC) and PAC services and develop a linkage with other NGOs are working on FP-PAC

·         Programmatic interventions to increase the number of clients for long term and permanent FP methods through provision of quality services through trained staff in best equipped health facilities in the districts.

·         To manage and supervise female staff according to standard IRC guidelines including performance management, job orientation, capacity building, support in recruitment process and grievance handling

·         Programmatic interventions to address the attitude of Health care providers in provision of FP-PAC services

·         Provide technical input and ensure quality of the activities being implemented. Supervise monthly meetings of field staff at all the project districts/Peshawar

·         Provide support in arranging ,  and attend celebrations of special events like children day, WP day, and  other BCC interventions

·         Provide technical support to CMU in conducing technical

·          trainings,  taking sessions on   RH including FP concept etc .

·         To maintain all Technical training data base with coordination of HIS section.

·         Ensure medicines and equipment’s are timely provided at all facilities 

·         Represent IRC's RH programs in liaison with partners, governments, NGOs, etc

·         Assist Sr. Health Program Manager Coordination meetings with all stakeholders of IRC Health program.

·         Strong mutual coordination and integration with staff of HIS & CMU for achievement of the project objectives

·         Prepare/Review activity reports of the section

·         Sharing quarterly & bi annual reports with Sr. Health Manager.

·         Review visits reports of joint supervision visit reports & take action on recommendations

·         Analyzing and sharing of monthly & weekly reports of all technical services in IRC supported health facilities.

·         To perform any assign task by supervisor.

Job Requirements:

a)      Education:

MBBS

b)      Work Experience:

At least 05 years’ experience in RH programs,

c)      Demonstrated Skills and Competencies:

§  Capacity to develop, implement and analyze quality assurance components ,  plan and execute staff trainings, develop and implement work plans, duty roasters,

§  Skills in  conducting training, monitor IP training activity, and ability to implement coaching  interventions

Strong coordination skills with the ability to manage information (report writing and presentations).

Language Skills:

·         Must be fluent in Urdu & English languages.

Gender Equality:

IRC recognizes that gender equality is fundamental to the achievement of our organizational mission. As such, IRC is committed to the promotion of gender equality in all aspects of our operations and programs. Our organizational policies, procedures and actions demonstrate this commitment. Women candidates are highly encouraged to apply.