Monitoring, Evaluation, Accountability and Learning Assistant (Complaints Feedback Mechanism Assistant)

Support the CFM Officer in ensuring effective complaints and feedback mechanisms.

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DRC - Danish Refugee Council

Open positions at DRC

Kyiv (Ukraine)

Monitoring & Evaluation

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Application deadline 10 months ago: Tuesday 30 Sep 2025 at 21:59 UTC

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Overview

Support the CFM Officer in ensuring effective complaints and feedback mechanisms.

You have:

Minimum 1 years of relevant work experience – preferably in social work, community development, non-governmental organizations, or civil society.
University degree in relevant field (development or social research) or equivalent professional qualification.
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.
Advanced English proficiency and fluency in local language.

Contract

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

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Details

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 800 staff in Ukraine and implements 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.

DRC is currently looking for a Monitoring, Evaluation, Accountability and Learning Assistant (CFM Assistant) in Kyiv****.

About the job

DRC is looking for qualified candidates to fill the position of a MEAL Assistant (CFM Assistant). 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 in support of the CFM Officer. 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 Assistant will support the CFM Officer on ensuring DRC’s accountability to affected populations.

Your main duties and responsibilities will be:

Support the CFM Officer 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.
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 relevant program staff as per DRC FRCM 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.

About you

To be successful in this role we expect you to have minimum 1 years of relevant work experience – preferably in social work, community development, non-governmental organizations, or civil society. Moreover, we also expect the following:

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.
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.
Advanced English proficiency.
Fluency in local language.

In this position, you are expected to demonstrate DRC’ five core competencies:

Striving for excellence: You focus on reaching results while ensuring an efficient process.
Collaborating: You involve relevant parties and encourage feedback.
Taking the lead: You take ownership and initiative while aiming for innovation.
Communicating: You listen and speak effectively and honestly.
Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

Contract length: 3 month probation period, with the possibility of extension based on funding and satisfactory performance.
Band: I.
Designation of Duty Station: Kyiv.
Start date: October 2025.

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for national employees.

Application process

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

Applications sent by email will not be considered.

Closing date for applications: September 30th.

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Potential interview questions

Can you describe a time when you had to manage multiple feedback channels simultaneously?	This question helps assess your multitasking and organizational skills under pressure.	Provide a specific example highlighting your approach and the outcome.
How would you ensure that sensitive information is handled appropriately in a feedback process?	This evaluates your understanding of confidentiality and ethical considerations.	Pro members can see the explanation.
What strategies would you use to promote the CFM system within local communities?	Pro members can see the explanation.	Pro members can see the explanation.
Describe how you have handled a challenging complaint in the past.	Pro members can see the explanation.	Pro members can see the explanation.
What techniques do you use to categorize and analyze feedback effectively?	Pro members can see the explanation.	Pro members can see the explanation.
Can you provide an example of how you have contributed to team efforts in monitoring and evaluation?	Pro members can see the explanation.	Pro members can see the explanation.
How do you prioritize tasks when dealing with multiple requests for assistance?	Pro members can see the explanation.	Pro members can see the explanation.
What do you believe are the key components of an effective complaints and feedback mechanism?	Pro members can see the explanation.	Pro members can see the explanation.