Complaints Feedback Mechanism Officer

Job Posting Organization:
The Danish Refugee Council (DRC) is a prominent protection agency established to advocate for and promote durable solutions for populations affected by displacement. Since its inception, DRC has been dedicated to providing support and protection to vulnerable communities. The organization has been operational in Ukraine since 2014 and currently employs over 800 staff members across the country. DRC's work encompasses various sectors, including emergency response in Protection, Livelihoods, Shelter/NFIs, and Humanitarian Disarmament and Peacebuilding, which includes humanitarian mine action. The organization employs direct interventions, supports duty bearers, collaborates with civil society organizations (CSOs), and forms partnerships to enhance its impact. DRC is committed to adapting its durable solutions portfolio to meet the evolving needs of the communities it serves, ensuring that its programs remain relevant and effective in addressing the challenges faced by displaced populations.

Job Overview:
The position of Complaints Feedback Mechanism Officer is crucial within the Area-Based Allocation (ABA) team at DRC, specifically for the ABA Kherson Consortium. The successful candidate will play a vital role in ensuring accountability to affected populations by managing the Complaints and Feedback Mechanism (CFM) across various consortium partners. This role involves regular communication with beneficiaries through phone calls, emails, and online feedback channels, ensuring that all feedback is accurately recorded and categorized. The officer will maintain a centralized feedback database, utilizing tools such as KoBo and Excel, to track and analyze incoming feedback. This position requires collaboration with Monitoring and Evaluation staff to enhance responsiveness to beneficiaries' needs and to prepare periodic reports that inform follow-up actions and accountability processes. The CFM Officer will be instrumental in leading efforts to ensure that the consortium partners are held accountable to the populations they serve, thereby fostering trust and transparency in the humanitarian response.

Duties and Responsibilities:
The primary duties and responsibilities of the Complaints Feedback Mechanism Officer include:

• Supporting the daily operations of the consortium's CFM system, which involves answering calls and processing them through the CFM system.
• Managing emails and online feedback submissions, ensuring they are processed efficiently.
• Maintaining and regularly updating a centralized CFM database using tools like KoBo and Excel.
• Assisting partners in processing feedback received through community committees, suggestion boxes, or in-person interactions.
• Categorizing feedback to ensure it is directed to the appropriate partner team or senior management within the consortium.
• Collaborating with program teams to ensure timely responses to complaints and requests for assistance.
• Promoting awareness of the CFM system among program teams and beneficiaries.
• Reporting key feedback trends to partner Monitoring, Evaluation, Accountability, and Learning (MEAL) teams and the Consortium MEAL Specialist.
• Recording and analyzing feedback trends across different partners for consortium management use. 1
• Preparing regular CFM summaries and analytical reports, including basic data visualizations, to support internal coordination and donor reporting. 1
• Identifying and referring individuals with special needs or protection concerns to the appropriate staff. 1
• Conducting information sessions on the feedback and complaints mechanism for beneficiaries. 1
• Carrying out additional accountability-related tasks as assigned by the MEAL Specialist and Chief of Party. 1
• Performing any other tasks as requested by the MEAL Specialists or the Consortium Technical Unit.

Required Qualifications:
To be considered for the position, candidates must possess the following qualifications:

• A university degree in a relevant field, such as development or social research, with a focus on monitoring and evaluation or compliance issues, or an equivalent professional qualification.
• A minimum of 2 years of relevant work experience, preferably in social work, community development, non-governmental organizations, or civil society.
• Experience working with NGOs and/or in the humanitarian sector, particularly in the use of data collection tools.
• Knowledge and experience in Monitoring & Evaluation, information management, or accountability practices.
• Strong interpersonal skills and the ability to communicate effectively with a diverse range of individuals across Ukraine.
• Proficiency in MS Word, Excel, and PowerPoint, as well as familiarity with KoBo.
• Basic knowledge of data analysis practices and tools.
• Advanced proficiency in English, with fluency in Ukrainian and Russian being essential.

Educational Background:
Candidates must have a university degree in a relevant field, such as development or social research, preferably with a focus on monitoring and evaluation or compliance issues. Alternatively, an equivalent professional qualification may be accepted. This educational background is essential to ensure that the candidate possesses the necessary theoretical knowledge and practical skills required for the role.

Experience:
The position requires a minimum of 2 years of relevant work experience. This experience should preferably be in areas such as social work, community development, or within non-governmental organizations and civil society. Candidates should have a proven track record of working in the humanitarian sector and utilizing data collection tools effectively. This level of experience is crucial for the successful execution of the responsibilities associated with the Complaints Feedback Mechanism Officer role.

Languages:
The mandatory languages for this position include advanced proficiency in English, as well as fluency in both Ukrainian and Russian. These language skills are essential for effective communication with beneficiaries and stakeholders across the region. Additionally, knowledge of other languages may be considered an advantage, but the primary requirement is proficiency in the aforementioned languages to ensure clear and effective communication.

Additional Notes:
The position offers a contract length of 12 months, which is renewable based on performance and funding availability, following a successful completion of a 3-month probation period. The designated duty station for this role is Mykolaiv, and the start date is as soon as possible. Salary and conditions will be in accordance with the Danish Refugee Council’s Terms of Employment for employees on national contracts. Applicants are required to upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent via email will not be considered. The closing date for applications is January 15th, 202

• Candidates are encouraged to apply as soon as possible, as interviews may be conducted on a rolling basis. DRC reserves the right to select a candidate before the vacancy close date once a suitable candidate has been identified.