Feedback Mechanism Officer/ Фахівець (-чиня) зі зворотного зв’язку

Background:

Global Communities works at the intersection of humanitarian assistance, sustainable development and financial inclusion to save lives, advance equity and secure strong futures. We support communities at the forefront of their own development in more than 35 countries, partnering with local leaders, governments, civil society and the private sector to achieve a shared vision of a more just, prosperous and equitable global community.

Global Communities has been present in Ukraine since 2016 supporting local governance and civil society thought a sustainable development (SD) portfolio. Since February 2022, Global Communities has expanded it’s programming to deliver humanitarian assistance through a community-led response; which is designed with the goal of saving lives, reducing suffering, and addressing urgent needs while supporting communities to lead their own response and prepare for recovery.

Job summary:

Feedback Officer will be responsible for receiving feedback communication from all interested parties (e.g. participants programs and interested by her individuals, potential suppliers, job candidates, personnel, etc.) through special channels and will provide appropriate advice to feedback providers, and also will coordinate process receiving result consideration questions and granting answers from relevant departments. All incidents will be logged and recorded in a database with follow-up actions and outcomes in accordance with the policies, rules and procedures governing this part of the business “Global Communities”. Together with feedback assistants will contribute to the support and operation of the feedback mechanism link to ensure accountability of the CLEAR program to the affected population. 

Responsibilities:

• Receiving feedback through all available channels (i.e. phone messages to the hotline, WhatsApp, e-mail, etc.);
• Review the content of each received piece of feedback and assign an appropriate category as per GC’s definitions (in Excel database);
• Communicating feedback to colleagues in accordance with standard operating procedures (SOPs) and taking follow-up actions as necessary, including assisting in confirming information;
• Ensuring completion of the feedback cycle by providing relevant information to the persons who provided feedback;
• Conducting or coordinating measures to increase community awareness of the feedback mechanism tie together with support of the teams MEL and Protection;
• Ensuring the relevance, security and confidentiality of the feedback database together with the feedback assistant(s) according to the SOP and with the support of the Data Team;
• Facilitate the provision of timely and accurate internal and donor reports for the needs of the department, using reporting tools (descriptive statistical analysis of all received feedback);
• Coordination of the feedback mechanism with the organization “Global Communities” and interested parties-partners; receiving and viewing coverage reports;
• Staff training support “Global Communities” and partner stakeholders regarding the feedback mechanism liaison with Senior Manager MEL;
• Marking and reaction on sensitive character feedback according to internal procedures and accountability standards;
• Regular work with technical indicators (quantitative and qualitative) of feedback channels;
• Help with the analysis of trends and the process of implementing the feedback mechanism, such as types of cases, detailed information about applicants, as well as the percentage of cases closed within the prescribed period and others according to internal standards and at the request of the  Senior MEL Manager;
• Studying ways to continuously improve the timeliness of the feedback and accuracy of data according to the categories and classifications of the feedback standards;
• Regular presence and reporting relevant processes on meetings thematic cluster;
• Coordination of the work of a team of feedback assistants (approximately 3 people) working in different regions of program`s operation, active participation in the processes of their training and professional improvement;
• Coordination and control quality implementation communication procedures and post processing;
• Participation in the development of program adaptations based on the analysis of received feedback;
• Performing other tasks at the request of the manager.

Knowledge, skills and abilities:

• Bachelor’s degree or equivalent experience; degree in social sciences, psychology, social work, international development or other related fields will be an advantage;
• Experience in feedback work and feedback systems of reporting to the affected population and knowledge of the minimum standards of the industry is desirable and will be an advantage;
• Experience in humanitarian aid, IDP/refugee protection, accountability or other relevant field from the year is desirable and will be an advantage;
• Knowledge and experience in the field of humanitarian response and implementation of protection principles is desirable;
• Knowledge of standards and principles of protection, issues of gender-based violence, human rights and international humanitarian law will be an advantage;
• Experience in feedback systems and support services directly as an operator will be an advantage;
• Experience with CRM systems and understanding of their statistical indicators is desirable;
• Strong organizational and communication skills, ability to support and coordinate application review processes across multiple departments without losing focus;
• Ability to work independently, but at the same time be a team person, proactively solve problems;
• Basic knowledge and/or skills in data analysis would be an advantage;
• Ability to work under stressful circumstances;
• Ability to mediate and conflict communication will be an advantage;
• Very good conflict resolution skills;
• Professional command of written and spoken Ukrainian language is mandatory, the possibility of communication in English and/or Russian will be an advantage. Mandatory ability to read and interpret documents from English, when it is necessary for the effective performance of the duties of the position.

Global Communities is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment, without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability.

Global Communities is committed to ensuring a safe and respectful environment for all staff, representatives, partners, participants, and anyone with whom Global Communities interacts worldwide, especially children and adults at risk. All Global Communities staff and representatives are explicitly prohibited from engaging in any activity that may result in any kind of breach of our safeguarding policies. In addition, it is Global Communities’ policy that it is the responsibility of anyone engaged with Global Communities to proactively build a safe and supportive environment in our work. All our staff and representatives are expected to conduct themselves in a manner consistent with this commitment and obligation.

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