The Community Feedback Mechanism (CFM) Officer will support the day-to-day operations of the
CFM within NRC’s Country Office in Kyiv, facilitating access for community members across Ukraine
and other stakeholders to diverse communication channels for engaging with NRC. This includes
requests for information, assistance, making suggestions, and providing both positive and negative
feedback. NRC seeks an individual who is an effective communicator and collaborator, skilled in
supporting the development and maintenance of processes and systems.

Generic responsibilities
1. Adherence to NRC policies, guidance, and procedures.
2. Support the Community Feedback Mechanism (CFM) Team Leader in developing and
maintaining the CFM’s tools and systems.
3. Support the implementation of NRC Ukraine CFM according to the Standard Operating
Procedures.
4. Assist in the management and oversight of the CFM activities.
5. Provide support to NRC Ukraine in disseminating Standard Operating Procedures for the
Complaints and Feedback Mechanism within NRC staff and staff of partner agencies and
conduct trainings for all staff involved in CFM implementation.
6. Support CFM Team Leader in conducting monitoring of complaints and feedback mechanism,
including: design of data collection methodology and tools, data collection, analysis and use
of data, and extract learning and evidence to support programme quality improvement.
7. Implement and refine feedback collection and response strategies to ensure they meet
community needs and organizational standards.
8. Ensure the integration of community feedback into program planning and improvement.
9. Maintain and ensure the confidentiality and security of feedback data as per NRC’s data
protection policies.

Specific responsibilities
1. Proactively support NRC team in handling and responding to feedback and in a manner that
strengthens response to project participants and improves programme quality.
2. Monitor and analyze the data collected through various feedback channels, ensuring timely
and appropriate responses.
3. Support NRC country office in managing and tracking internal and external referrals.
4. Support NRC country office in communicating and tracking of external referrals of complaints
according to the SOP.
5. Work closely with the CFM Team Leader to streamline feedback mechanisms across various
operational areas.
6. Contribute to the training and development of team members on CFM protocols and best
practices.
7. Help in the preparation of reports, dashboards and analysis on feedback trends to enhance
programmatic decisions.
8. Assist in coordinating with area offices and other departments to ensure effective
implementation and visibility of the CFM.
9. Engage in continuous improvement of the feedback processes, tools, and methodologies
based on the evolving needs of the community and organization.
10. Represent the CFM in meetings with stakeholders and during field visits as required.
11. Conduct CFM training for NRC staff and for CFM focal points
12. Support the CFM Team Leader in managing and communicating with the NRC Hotline.

Competencies
1. 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 an
international/local non-governmental organization (I/NGO) preferably in an emergency or
post-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 convey
information 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…).
2. 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 environments

This 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

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements