Re-advertised) CFM Officer Ukraine (Ukrainian Nationals ONLY

Contract

This is a Professional contract, Grade 5 (NRC) contract. More about Professional contract, Grade 5 (NRC) contracts.

Role and responsibilities

The role of the CFM Officer is to support programme teams in implementing accountability systems and promote accountability to beneficiaries, communities, and populations. The CFM Officer will support core competency teams in integrating accountability systems in project activities ensuring high standards of accountability and in receiving and using feedback for quality improvement. The CFM Officer will support the AAP Coordinator in managing the country-wide complaints and feedback mechanism, ensuring that the complaints received are responded to following the Standard Operating Procedures.

Generic responsibilities

1. Ensure adherence to NRC policies, guidance and procedures.
2. Support the AAP Coordinator and act as a deputy focal point for Complaints and Feedback mechanism (CFM) in NRC Ukraine.
3. Support the implementation of NRC Ukraine Complaints and Feedback mechanism (CFM) according to the Standard Operating Procedures.
4. Support the AAP Coordinator in the triage all complaints received, transfer to relevant focal points and ensure that complaints are responded to in a timely manner by the office
5. Support NRC team in integrating and executing accountability standards and best practices in all project activities, community engagement, communication, complaints and feedback.
6. Support the AAP Coordinator in keeping the records of feedback and complaints received and produce regular internal reports.
7. Provide support to NRC Ukraine in disseminating Standard Operating Procedures for the Complaints and Feedback Mechanism within NRC staff and staff of partner agencies and conduct trainings for all staff involved in CFM implementation.
8. Support the AAP Coordinator in conducting monitoring of AAP systems, complaints and feedback mechanism, including: design of data collection methodology and tools, data collection, analysis and use of data, and extract learning and evidence to support programme quality improvement.
9. Support NRC Ukraine by coordinating AAP activities with partner NGOs and agencies, as well as in other groups and fora. Support NRC Ukraine in all AAP initiatives implemented jointly with other agencies.
10. Support and contribute to the development, adjustment, and improvement of AAP systems and SOPs, guidance and tools.

Specific responsibilities

1. Proactively support the NRC team in handling and responding to feedback and in a manner that strengthens response to beneficiaries and improves programme quality.
2. Support the AAP Coordinator in conducting training and awareness-building- activities for NRC staff, as well as staff of partner agencies on complaints, feedback, referrals, community engagement, and other issues related to AAP.
3. Support NRC country office in managing and tracking internal and external referrals.
4. Support NRC country office in communicating and tracking of external referrals of complaints according to the SOP.
5. Support data management and development of clear information flows between programme teams, accountability team, and M&E staff, as needed.
6. Contribute to the design of M&E AAP team staffing structure and resourcing, and collaborate with programme staff to identify and plan for AAP needs.
7. Managing the AAP team at CO and AO levels.
8. Contribute to analysis of protection risks and needs.
9. Contribute to the design of protection response to identified risks and needs.
10. Other duties as assigned by the M&E Manager.

Competencies

Generic professional competencies:

• University bachelor degree in related field, such as social science, psychology, gender studies, communication, or other related fields.
• Minimum of 2 years of experience with preferable 1 years of experience in an international/local non-governmental organization (I/NGO) preferably in an emergency or post-conflict setting
• Experience in handling of/responding to complaints and feedback in non-governmental, governmental or private organizations is a plus.
• Experience of participation in coordination meetings and fora.
• Understanding of data management, experience in data entry and management of databases is a plus.
• Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
• Experience in managing a team.

Context/ Specific skills, knowledge and experience:

• Experience with and knowledge of principles and current approaches to accountability, complaints and feedback in relief and/or development programmes.
• Documented results related to the position’s responsibilities.
• Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access).
• Advanced English, fluency in Ukrainian and Russian.
• Good communication and interpersonal skills.
• Strong team working skills.
• Good cultural awareness and sensitivity.

We offer:

Type of contract: till 31.12.2023, contingent upon availability Salary/benefits: According to NRC salary scale, terms and conditions. Duty station: Kyiv

This position is for Ukrainian nationals only.

Closing date for this vacancy is 30.04.2023

Please note that we will contact only shortlisted candidates.

NRC retains the discretion to cancel the recruitment.

NRC might review applications before advert deadline, therefore interested candidates are encouraged to apply early.