Community Feedback Mechanism

The CFM Coordinator ensures effective implementation of NRC's Community Feedback Mechanism (CFM) at Country Office and Area Office level. The role coordinates feedback channels, builds staff and community awareness, and ensures timely, safe, and confidential case management. The Coordinator supervises CFM Officer and CFM Technical Assistants and ensures analysis of CFM data informs programme learning, reporting, and decision-making.

Responsibilities

1. Line management responsibilities for directly reporting staff. 
2. Technical support to Area Office colleagues with CFM responsibilities and develop relevant CFM training, including coaching of new positions to ensure they meet NRC's CFM standards.
3. Lead the induction of new staff with a role in CFM processes.
4. Coordinate day-to-day CFM operations at Country and Area Offices level, ensuring alignment with global CFM guidelines, coordination with Core Competency Specialists and Area Offices, and adaptation to community input for inclusive, accessible and trusted channels.
5. Ensure all feedback is registered, triaged, assigned, forwarded and closed according to SOPs.
6. Support staff to deliver accessible community awareness on NRC's CFM through relevant formats and drive streamlining of the CFM across all NRC Ukraine activities and NRC Ukraine visibility
7. Develop, review and share CFM reports with relevant management and programme teams.
8. Ensure, in collaboration with programme colleagues, that referral pathways are updated and available for use with relevant staff.
9. Build staff and partner capacity on CFMs, especially the handling of sensitive feedback.
10. Support integration of community feedback data with Monitoring, Evaluation, Accountability and Learning, Project Cycle Management, and programme learning.
11. Ensure compliance with all relevant CFM policies (Community Engagement and Accountability, Safeguarding, Speak Up) and adherence to the CFM Handbook guidelines.

Specific responsibilities:

• Supervise all CFM channels (hotline, feedback boxes, helpdesks, and digital systems) at the Country Office and Area Office level, ensuring operation in line with relevant SOPs.
• Oversee the digital CFM platform and channel integration, including ensuring the channels and CFM system are adhering to safe data protection practices.
• Monitor the quality and timeliness of feedback handling and ensure all sensitive cases are appropriately channelled to responsible entities.
• Conduct spot checks and audits on feedback registration and closure.
• Develop and implement a CFM Action Plan.
• Support awareness and training sessions with partners and communities.
• Develop qualitative and quantitative CFM data analysis with programme insight in ad hoc and monthly reports. Ensure the CFM Dashboard is updated and presents programme-relevant data and work with CSS and AOs on further CFM data analysis.
• Oversee and manage the contractual relationship and ongoing communication with the external call centre: ensure learning is captured, operator trained, procurement and payments are on time.
• Review and update the NRC Ukraine CFM SOP on a regular basis, including assessing the needs for new channels.
• Approve and support the development of CFM awareness raising materials to effectively promote the CFM within communities.
• Ensure the Knowledge Base is fit for purpose and up to date in coordination with programme teams.
• Engage with Head Office CFM units to adapt good practices and ensure CO's experience feeds into global learning.
• Contribute to reviewing donor proposals, focusing on CFM-related indicators and activities.
• Represent NRC at AAP Working Group and any other relevant coordination fora on community accountability, as delegated.
• Coordinate and conduct CFM field monitoring visits.
• Any other tasks as delegated by the line manager.

Competencies:

• Minimum 3 years of relevant experience in accountability, safeguarding, protection, community engagement, feedback management or MEAL.
• Proven track record in managing CFMs at national level.
• Strong knowledge of AAP, CEA, PSEAH, child safeguarding, and the Core Humanitarian Standard (CHS).
• At least 2 years in a managerial position with an NGO, preferably in emergency or post-conflict settings, with experience supporting IDPs.
• Skilled in data analysis, interpretation of trends, and communication of findings.
• Experience in mobile and online data collection systems and in data management and analysis platforms.
• Experience handling sensitive community feedback in line with data protection and safeguarding principles.
• Excellent analytical, communication, interpersonal, writing, collaboration, problem-solving, and facilitation skills.
• Fluency in spoken and written language: Ukrainian, Russian and English.
• Proficiency in Microsoft 365, or at least in Microsoft Office and Excel.

Context related skills, knowledge and experience

• Familiarity with the political and humanitarian context in Ukraine.
• Knowledge of Roma languages in Ukraine, Hungarian, Crimean or other minority languages is an asset.
• Experience implementing CFM systems in hard-to-reach or remote-managed areas.
• Experience with local partners capacity strengthening in complex or sensitive environments.

What do We Offer

This position is open to candidates who have the legal right to work in Ukraine. Please note that we are unable to provide work permits or visa sponsorships for this position.

We offer an opportunity to match your career to a compelling cause and a chance to meet and work with people who are the best in their fields.

We are also looking for people who share our values:

• To be dedicated in what we do;
• To be innovative with our solutions;
• To act as one unified and inclusive team;
• To be accountable to the donors that make our work possible;

We invite applications from all qualified and interested candidates. Candidates are encouraged to apply early, as applications will be screened on a rolling basis and interviews will be assigned instantly until a suitable candidate is selected.