Фахівець/чиня з опрацювання звернень громадян (декретна посада)

Будь ласка, надсилайте свої резюме: Community Accountability Hotline Officer (maternity leave) (any of our office location) | Mercy Corps Ukraine

About Mercy Corps:

Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.  

Now, and for the future. 

Program / Department Summary:

Mercy Corps’ Ukraine response meets the humanitarian needs of people affected by the war in Ukraine. Since the escalation of the war in 2022, Mercy Corps has supported more than 750,000 conflict-affected people in Ukraine and neighboring countries. We have provided cash assistance, in-kind humanitarian assistance, and psychosocial support for people in emergency situations; grants for micro, small and medium businesses, as well as small to medium farming enterprises; and conducted large-scale information campaigns. Notably, nearly all our programming is delivered in partnership with local and national civil society organizations matching humanitarian action and resilience programing with capacity strengthening and a real commitment to localization. Accountability and Community Accountability Reporting Mechanism (CARM): Accountability to affected populations (AAP) is at the core of Mercy Corps’ programing and we are committed to accountability to all our stakeholders, the resources that are entrusted to us, and especially to the people we serve. Mercy Corps takes a participatory approach in engaging with local partners and communities throughout the program design and implementation processes. The Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to be accountable to affected populations, to program quality, to integrity, and to enable communities to provide feedback and continuously influence and shape programs. Further, it is a mechanism for the prevention of corruption, fraud, sexual exploitation, and abuse. Mercy Corps’ CARM in Ukraine consists of multiple two-way channels and a database system to manage feedback. CARM provides individuals, partner organizations, local groups, and other stakeholders with a way of raising questions, ideas, suggestions, and complaints with Mercy Corps – while also remaining safe and secure and receiving a timely response from our organization.

General Position Summary:

The Community Accountability Hotline Officer is an important team member who directly handles questions, suggestions, feedback, and complaints from community members via phone, e-mail, , feedback online form and other social media messaging platforms (Facebook, Telegram, Viber). This role is vital to making sure that our commitments to responding to community feedback are met. The information received will be classified and recorded, and when necessary, will follow up on suggestions and complaints received from the communities, ensuring compliance with Mercy Corps Minimum Standards. Additionally, it will support the accountability team in generating progress reports for accountability and goal tracking reports. 

Essential Responsibilities

Safeguarding Responsibilities

• Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Main Responsibilities

• Receive and respond to hotline calls, e-mails, feedback online form and social media messages (Facebook, Telegram, Viber) from program participants.
• Record feedback accurately, ensuring confidentiality and adherence to data protection practices.
• Flag and immediately redirect major complaints (fraud, child abuse, PSEA, or other serious misconduct).
• Categorize and enter all feedback and complaints into a secure database.
• Report and follow up on suggestions and complaints, ensuring timely responses.
• Demonstrate accountability mechanisms to participants and propose improvements.
• Support accountability reporting and goal tracking in coordination with the CARM team.
• Ensure feedback channels functionality daily, responding empathetically and professionally.
• Contribute to team tasks and other duties as required by management.

Team Management

• Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one-on-ones and performance reviews.
• Assist CARM team members with information (feedback trends) and resources to improve performance and reach objectives.

Supervisory Responsibility None

Accountability

Reports Directly To: Senior Community Accountability Hotline Officer

Works Directly With: Community Accountability Hotline/Community Accountability Officers, Program teams, GESI & Protection, MEL Team, Operations Teams, Ethics/Assurance/Safeguarding

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualifications & Transferable Skills

• Candidates with previous professional experience in social work, customer service, project development, client relations, market research, health administration, education, or other related areas are encouraged to apply
• Proven experience in accurate data collection and entry
• Experience in documenting client data
• Good computer skills: proficiency in MS Office package with strong knowledge of database basics and data entry.
• Ability to work in a fast-paced, stressful environment and with the ability adapt to the rapid changes
• Excellent listening, interpersonal and communication skills – with the ability to work with diverse populations
• High level of self-awareness with the maturity to deal with constructive feedback
• Fluency in Ukrainian is required. Proficiency in English is helpful but not required.

Living Conditions / Environmental Conditions

During the field trips living conditions will be adjusted to the field conditions.

Success Factors 

The successful Community Accountability Hotline Officer will have excellent communication and interpersonal skills, will demonstrate attention to detail, will be committed to working long hours, when necessary, to manage a diverse range of incoming communications from community members. The Hotline Officer must be able to deal with callers in a respectful, understanding way while treating all stakeholders equally regardless of race, religion, ethnicity, ability, or gender. S/he must be highly motivated, and capable of working with or without direct supervision. Other factors include:

• The ability to work under pressure
• Willingness and ability to quickly learn new information/concepts and implement them Strong team player with initiative and positive attitude towards problem solving
• Attention to detail and patience to double check data
• Self-starter, multi-tasker, solution-seeker and innovator

Ongoing Learning 

In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.   

Team Engagement and Effectiveness 

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. By applying for this role an applicant confirms that they have not previously violated an employer’s sexual misconduct, sexual exploitation and abuse, child safeguarding or trafficking policy. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Ethics Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([email protected]). 

Deadline for submission of applications: 05 December 2025

Тільки попередньо відібрані кандидати будуть запрошені на співбесіду.

Ласкаво запрошуємо осіб з інвалідністю та ветеранів відгукнутись на цю посаду.

Mercy Corps створило робоче місце для працевлаштування осіб з інвалідністю та ветеранів, та належні умови праці для цієї вакансії, але це не обмежує коло осіб, які можуть подаватись на цю вакансію.