Generic responsibilities:
– Adhere to NRC policies, tools, handbooks, and guidelines.
– Assist and support the implementation of the CFM according to the CFM SoP and established plans of action.
– Support the CFM Team Lead in monitoring Community Feedback, and in the design of data collection methodology, tools, analysis and use of data.
– Support the CFM Team lead in extracting learning and evidence to support programme quality improvement.
– Support the CFM Team Lead in reviewing the CFM methodology and taxonomy and improvement opportunities.
– Independently implement procedures and activities that support NRC programmes and sectors of intervention.
– Responsible for organising and delivering tasks in line with priorities and standards.
– Develop and maintain knowledge and skills required for the assigned area of work to be effective in assisting the project implementation and the team.
– Use initiative in day-to-day problem-solving in line with agreed procedures, priorities and standards for the area of work.
– Promote and share ideas for improvement in your area of work.

Specific responsibilities:  
– Undertakes day-to-day monitoring of CFM channels, data collection, logging and responding to CFM cases (feedback, suggestions, complaints and gratitude), and ensure that the feedback loop is closed for non-anonymous cases.
– Proactively support the NRC teams across Ukraine in handling and responding to feedback, questions and complaints in a manner that strengthens the response to the communities where NRC work and improves programme quality.
– Support the CFM Team Lead in continuously developing and implementing the CFM Work Plan.
– Support the CFM Team Lead in regularly reviewing the Knowledge Base, CFM Awareness Rasing materials and NRC CFM SoP.
– Represent NRC using excellent communication skills in communicating with project participants, communities and stakeholders.
– Refer callers to other partners and services when relevant.
– Stay updated regarding internal procedures and guidelines.
– Ensure proper filing of documents in line with NRC Data Protection policy.
– Provide any kind of assistance to the feedback team and SIP as a whole, based on needs identified and assignments delegated.
– Ad hoc tasks, i.e., post distribution monitoring (PDM), over-the-phone registration, verification.
Competencies:  
Generic professional competencies:
– A university bachelor degree or college diploma.
– Experience in working as a Project or Technical Assistant or Officer in a humanitarian / recovery context is an advantage.
– Understanding of data management, experience in data entry and management of databases is an advantage.
– Experience with service desk / help desk / call centre / customer support is an advantage.
– Fluency in Russian or Ukrainian is required.
– Basic knowledge of English is an advantage.
– High computer and technology/digital literacy.

Context/ Specific skills, knowledge, and experience:
– Willingness to work in demanding, stressful situations under difficult living conditions with respect for basic security rules;
– High tolerance and patience to respond and assist to affected population.
– Previous experience in working in complex and volatile contexts;
– Solid understanding and experience of crisis contexts and working in complex emergencies.

Behavioural competencies  
– Acting with integrity
– Working with people
– Analysing
– Communicating with impact and respect
– Planning and delivering results
– Coping with Change
– Handling insecure environments

This position is for Ukrainian nationals only. 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