Feedback Officer / Спеціаліст (-ка) із механізму зворотного зв’язку

Global Communities, formerly CHF International, is an international non-profit organization that works closely with communities worldwide to bring about sustainable changes that improve the lives and livelihoods of the vulnerable.

Global Communities is responding to the crisis and war in Ukraine, delivering humanitarian assistance through a community-led response. Global Communities’ response is designed with the goal of saving lives, reducing suffering, and addressing urgent needs while supporting communities to lead their own response and setting them up for recovery.

Job Summary

Global Communities is seeking a Feedback Officer based in Kyiv, Ukraine to ensure accountability to affected populations. The Feedback Officer will be responsible for receiving feedback from all stakeholders (beneficiaries, prospective vendors, employment candidates, staff, etc.) via dedicated feedback channels (and provide relevant counseling to feedback providers while following up on their concerns with relevant departments. They will log all cases and record subsequent actions and outcomes in the database. Together with the Feedback Assistant (s) and Feedback Mechanism Manager, the Feedback Officer will contribute to the maintenance and operation of the feedback mechanism, to support the CLEAR project’s accountability to affected populations. The Feedback Officer will report to the Feedback Mechanism Manager.

DUTIES AND RESPONSIBILITIES 

• Receive the beneficiary feedback via the feedback channels (i.e. phone messaging via hotline, WhatsApp, email, etc.)
• Share feedback with relevant colleagues according to the standard operating procedures (SOPs) and support follow-up as appropriate, including support to validate information.
• Ensure the feedback loop is closed by sharing information back to those who have reported.
• With the Feedback Mechanism Manager, conduct or coordinate awareness raising activities to ensure communities are aware of the FBM.
• With the Feedback Assistant (s), ensure that the feedback mechanism database is up-to-date, secure, and confidential.
• Contribute to providing timely and accurate internal and donor reports for departmental needs, using the reporting tools.
• Coordinate the Feedback Mechanism outreach with Global Communities and partner stakeholders; receive and review outreach reports.
• With the Feedback Mechanism Manager, support the training of Global Communities staff and partner stakeholders on the FBM.
• Elevate complex or sensitive cases or issues requiring broader attention to the Feedback Mechanism Manager for discussion and/or for sharing as appropriate, aiming to resolve the feedback in a timely manner.
• Maintain an up-to-date and confidential database of ongoing and closed cases.
• Help analyze trends and implementation of the FBM, such as types of cases, disaggregated information on complainants, and percentage of cases closed on time.
• Explore ways to continuously improve the timeliness of feedback cycle and accuracy of data according to the FBM categories and classifications.
• Ensure high level of confidentiality and data privacy is maintained at all times.
• Perform other tasks as requested by the supervisor.

QUALIFICATIONS AND EXPERIENCE 

Education and Training 

• Bachelor’s degree or equivalent experience is required; degree in social sciences, psychology, social work, international development or other related field is preferred.

Experience 

• A minimum of 2 years’ experience in humanitarian assistance, IDP/refugee protection, accountability, or other relevant field of Feedback Mechanism.
• Professional experience working in a similar organization (international NGO or UN) is strongly preferred.
• Knowledge and experience in humanitarian response and Protection Mainstreaming is highly desirable.
• Knowledge of Sphere standards, protection, GBV, Human Rights and International Humanitarian Law would be an asset.
• Strong analytical and reporting skills. Ability to analyze information, evaluate options and to think and plan strategically

Technical skills 

• Strong analytical and reporting skills. Ability to design and conduct quantitative and qualitative studies and carry out appropriate analysis and related products.
• Ability to work independently while being a strong team player, be proactive problem-solver
• Excellent command of Microsoft Excel and database applications
• Computer/word processing and standard office software skills
• Sets high standards for quality of work and consistently achieves established goals
• Have very good conflict management skills
• Ability to work under pressure
• Professional proficiency in written and spoken English, and Ukrainian and/or Russian. Must be able to read and interpret documents and communicate with others as necessary to perform job duties effectively.

Interested candidates are asked to send CVs and Cover letters to [email protected] as soon as possible, indicating position title in the subject line. Interviews will be conducted on a rolling basis. Position is open until filled.

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, or status as a protected veteran.