Community Feedback Mechanism Officer Ukraine - For internal candidates only in Norwegian Refugee Council

Job DescriptionThe Community Feedback Mechanism (CFM) Officer will support the day-to-day operations of theCFM within NRC’s Country Office in Kyiv, facilitating access for community members across Ukraineand other stakeholders to diverse communication channels for engaging with NRC. This includesrequests for information, assistance, making suggestions, and providing both positive and negativefeedback. NRC seeks an individual who is an effective communicator and collaborator, skilled insupporting the development and maintenance of processes and systems.Generic Responsibilities Adherence to NRC policies, guidance, and procedures. Support the Community Feedback Mechanism (CFM) Team Leader in developing andmaintaining the CFM's tools and systems. Support the implementation of NRC Ukraine CFM according to the Standard OperatingProcedures. Assist in the management and oversight of the CFM activities. Provide support to NRC Ukraine in disseminating Standard Operating Procedures for theComplaints and Feedback Mechanism within NRC staff and staff of partner agencies andconduct trainings for all staff involved in CFM implementation. Support CFM Team Leader in conducting monitoring of complaints and feedback mechanism,including: design of data collection methodology and tools, data collection, analysis and useof data, and extract learning and evidence to support programme quality improvement. Implement and refine feedback collection and response strategies to ensure they meetcommunity needs and organizational standards. Ensure the integration of community feedback into program planning and improvement. Maintain and ensure the confidentiality and security of feedback data as per NRC’s dataprotection policies.Specific Responsibilities Proactively support NRC team in handling and responding to feedback and in a manner thatstrengthens response to project participants and improves programme quality. Monitor and analyze the data collected through various feedback channels, ensuring timelyand appropriate responses. Support NRC country office in managing and tracking internal and external referrals. Support NRC country office in communicating and tracking of external referrals of complaintsaccording to the SOP. Work closely with the CFM Team Leader to streamline feedback mechanisms across variousoperational areas. Contribute to the training and development of team members on CFM protocols and bestpractices. Help in the preparation of reports, dashboards and analysis on feedback trends to enhanceprogrammatic decisions. Assist in coordinating with area offices and other departments to ensure effectiveimplementation and visibility of the CFM. Engage in continuous improvement of the feedback processes, tools, and methodologiesbased on the evolving needs of the community and organization. Represent the CFM in meetings with stakeholders and during field visits as required. Conduct CFM training for NRC staff and for CFM focal points Support the CFM Team Leader in managing and communicating with the NRC Hotline.Competencies Professional competencies University bachelor degree in related field, such as social science, psychology, gender studies,communication, or other related fields. Minimum of 2 years of experience with preferable 1 years of experience in aninternational/local non-governmental organization (I/NGO) preferably in an emergency orpost-conflict setting. Experience in handling sensitive/confidential information of complaints and feedback. Experience and ability to train others and transfer knowledge. Experience in data analysis and report writing and ability to present data and conveyinformation clearly and concisely and identifying trends. Experience in managing Hotline or call centre. Fluency in both Ukrainian and Russian (speaking, reading, writing), advanced English. Proficiency in MS Office Applications (Word, Excel…). Behavioural competencies Acting with integrity Working with people and building meaningful relations Analysing Communicating with impact and respect Managing performance and development Planning and delivering results Coping with Change Empowering and building trust Handling insecure environmentsThis position is for Ukrainian nationals only and only for internal candidates.Please note that we are unable to provide work permits or visa sponsorships for this position.We offer an opportunity to match your career to a compelling cause and a chance to meet and work with people who are the best in their fields.Please note we will contact only shortlisted candidates Show more Show less Посадовий рівень Базовий рівень Тип зайнятості Повний робочий день Посадові обов’язки Інше Галузі Некомерційні організації