Community Feedback Mechanism Technical Assistant Ukraine (for internal candidates only)
Community Feedback Mechanism Technical Assistant Ukraine (for internal candidates only)
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Job Description
This position is open to candidates who have the legal right to work in Ukraine. Please note that we are unable to provide work permits or visa sponsorships for this position.
All NRC employees are expected to work in accordance with the organisations core values:
dedication innovation inclusivity and accountability. These attitudes and believes shall guide our
actions and relationships.
Background:
The Norwegian Refugee Council has been present in Ukraine since 2014 and assisted more than
700000 people with food shelter water sanitation multi-purpose cash and legal assistance. The
escalation of the war in February 2022 called for a rapid scale-up of our country programme to meet
the needs of the most vulnerable sectors of society across the country.
Role and Responsibilities
The purpose of the Community Feedback Mechanism (CFM) Assistant position is to assist in the dayto-
day implementation of the feedback mechanism and take part in the communication with
communities project participants. The CFM Assistant will be part of the Safe and Inclusive
Programming (SIP) team and report to the CFM Team Lead who is the focal point for the countrywide
Community Feedback system ensuring that the complaints received are responded to following
the NRC Standard Operating Procedure (SoP).
Generic responsibilities
1. Adhere to NRC policies tools handbooks and guidelines.
2. Assist and support the implementation of the CFM according to the CFM SoP and established
plans of action.
3. Support the CFM Team Lead in monitoring Community Feedback and in the design of data
collection methodology tools analysis and use of data.
4. Support the CFM Team lead in extracting learning and evidence to support programme
quality improvement.
5. Support the CFM Team Lead in reviewing the CFM methodology and taxonomy and
improvement opportunities.
6. Independently implement procedures and activities that support NRC programmes and
sectors of intervention.
7. Responsible for organising and delivering tasks in line with priorities and standards.
8. Develop and maintain knowledge and skills required for the assigned area of work to be
effective in assisting the project implementation and the team.
9. Use initiative in day-to-day problem-solving in line with agreed procedures priorities and
standards for the area of work.
10. 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 tasksi.e. post distribution monitoring (PDM) over-the-phone registration
verification.
Critical interfaces
By interfaces NRC means processes and projects that are interlinked with other departments/units
or persons. Relevant interfaces for this position are:
- CFM Team Lead
- SIP Coordinator
- SIP Manager
- Programme Support Unit
- HoP at Country office
- Core Competency teams Project Managers/ Project Coordinators in all Core Competencies
- Area Managers Area Program Managers
1. Competencies
1. Professional 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.
2. Behavioural competencies
Acting with integrity
- Working with people
- Analysing
- Communicating with impact and respect
- Planning and delivering results
- Coping with Change
- Handling insecure environments
2. Performance Management
The employee will be accountable for the responsibilities and competencies in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:
- The Job Description
- The Work and Development Plan
- The NRC Competency Framework
This position is open to candidates who have the legal right to work in Ukraine. Please note that we are unable to provide work permits or visa sponsorships for this position.
Employment Type
Full-Time
