Accountability Officer (Complaints Feedback Mechanism)

Contract

This is a DRC - National contract. More about DRC - National contracts.

Danish Refugee Council (DRC) is a leading protection agency with a mandate to protect, advocate and promote durable solutions for displacement affected populations.

DRC has been operating in Ukraine since 2014, currently DRC employs over 400 staff in Ukraine and will continue significant scale-up in 2023 to implement emergency response in the Protection, Livelihoods, Shelter/NFIs and Humanitarian Disarmament and Peacebuilding (humanitarian mine action) sectors, using direct interventions, support to duty bearers and civil society organizations (CSOs), and partnerships with CSOs. DRC will continue and adapt its durable solutions portfolio to the evolving context.

Overall purpose of the role:

DRC is looking for qualified candidates to fill the position of a Complaints Feedback Mechanism Officer. The successful candidate will fulfill responsibilities including, but not limited to: supporting DRCs accountability to affected persons by ensuring the smooth running of the Complaints and Feedback Mechanism. The individual will regularly answer phonecalls, emails, and online feedback (such as appreciation of support, complaints, and requests for assistance) and categorise responses to ensure they are targeted to the correct teams in DRC’s 6 areas of operation across Ukraine. The CFM Officer will lead on ensuring DRC’s accountability to affected populations, and work closely with area-based Monitoring and Evaluation Staff to better respond to DRC’s beneficiaries.

This role has a country focus and ensures compliance to DRC procedures and guidelines within the country. The role contributes to the improvement of DRC programs through management of the CFM, and focusing on program learning and development based on lessons learned. The CFM Officer will be responsible for supporting programs teams across all areas of operation within the country program.

Main responsibilities

Support in the day to day running of the CFM system, which includes but is not limited to:

• Answering calls that come through the CFM and processing them through the CFM system
• Processing emails and online feedback, and processing through the CFM system
• Support area teams with processing feedback that comes through community committees, suggestion boxes, or verbally (in person)
• Categorise feedback that comes through the system, to ensure it is targeted at the correct area and programs team or Senior Management within the country program
• With the support of programs teams, ensure that complaints and requests for assistance are responded to in a timely manner
• Ensure programs teams are distributing and raising awareness of the CFM system and it’s operations
• Report back to the MEAL area teams and the MEAL manager on a regular basis regarding key feedbacks
• Record and analyse trends in feedback across different areas for the use of programs teams

Accountability:

• Identify and refer/report individuals with special needs, protection concerns, and any problems with DRC services to Accountability Officer and/or relevant program staff as per DRC FRCM SOPs;
• Conduct information sessions feedback and complaints mechanism as well as expected behaviors for staff for beneficiaries as outlined in relevant SOPs;
• As requested and with the support of a dedicated colleague, ensure that teams empty complaint and feedback boxes and forward any submissions received to the Accountability Officer;
• Carry out additional accountability-related responsibilities and tasks as assigned by the MEAL Manager
• Any other tasks as requested by the MEAL Manager or MEAL technical unit.

Required experience and competencies:

• Minimum 2 years of relevant work experience – preferably in social work, community development, non-governmental organizations, or civil society.
• Experience working with NGOs and/or the humanitarian sector, and use of data collection tools
• Knowledge/experience with Monitoring & Evaluation specifically, information management or accountability
• Good interpersonal skills and the ability to communicate with a wide range of individuals across Ukraine
• Excellent skill in MS Word, Excel, and PowerPoint
• Basic knowledge of data analysis practices and tools

Required education:

University degree in relevant field (development or social research preferably with a focus on monitoring and evaluation as well as compliance issues) or equivalent professional qualification.

We offer:

• Contract length: 3 month renewable after satisfactory probation period
• Level: H
• Designation of Duty Station: Kyiv
• Start date: As soon as possible.
• Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for national staff.

Application process: All applicants must upload a cover letter and an updated CV (no longer than four pages in English).

Applications are open until 31st July 2023

Applications sent by email will not be considered.

We reserve the right to conduct further interviews before the deadline for submission of applications.

DRC as an employer By working in DRC, you will be joining a global workforce of around 8000 employees in 40 countries. We pride ourselves on our:

• Professionalism, impact & expertise.
• Humanitarian approach & the work we do.
• Purpose, meaningfulness & own contribution.
• Culture, values & strong leadership.
• Fair compensation & continuous development

DRC’s capacity to ensure the protection of and assistance to refugees, IDP’s and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct in relation DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment. DRC conducts thorough and comprehensive background checks as part of the recruitment process.

If you have questions or are facing problems with the online application process, please visit drc.ngo/about-us/job-and-career/support-for-job-seekers.

Danish Refugee Council is an equal opportunity employer. We are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment without attention to race, age, ability, ethnicity, nationality, religion, gender identity, sexual orientation, marital status, or any other factor. At DRC we celebrate diversity and appreciate our employees for the people they are and their unique skills, backgrounds, and perspectives. We encourage all interested candidates to apply!

• Advanced English proficiency,
• Fluency in local language