Community Feedback Mechanism (CFM) Assistant

Job Posting Organization:
The Norwegian Refugee Council (NRC) has been operational in Ukraine since 2014, providing essential assistance to over 700,000 individuals affected by conflict. The organization focuses on delivering food, shelter, water, sanitation, multi-purpose cash, and legal assistance to vulnerable populations. The escalation of the war in February 2022 necessitated a rapid expansion of NRC's programs to address the urgent needs of those impacted by the crisis. NRC is committed to its core values of dedication, innovation, inclusivity, and accountability, which guide its actions and relationships with communities.

Job Overview:
The Community Feedback Mechanism (CFM) Assistant plays a crucial role in the implementation of the feedback mechanism, which is essential for effective communication with project participants and communities. This position is part of the Safe and Inclusive Programming (SIP) team and reports directly to the CFM Team Lead. The CFM Assistant is responsible for ensuring that community feedback is collected, logged, and responded to in accordance with NRC's Standard Operating Procedures (SoP). The role requires a proactive approach to support NRC teams across Ukraine in addressing feedback, questions, and complaints, thereby enhancing the quality of programs and services provided to communities. The CFM Assistant will also contribute to the continuous development and implementation of the CFM Work Plan, ensuring that the feedback loop is effectively closed for non-anonymous cases and that all interactions with communities are conducted with professionalism and respect.

Duties and Responsibilities:
The CFM Assistant will undertake a variety of responsibilities, including but not limited to: monitoring CFM channels, collecting and logging data, responding to feedback, suggestions, complaints, and expressions of gratitude from community members. The assistant will support the CFM Team Lead in developing data collection methodologies and tools, analyzing data, and utilizing findings to improve program quality. Additionally, the CFM Assistant will assist in reviewing the CFM methodology and identifying opportunities for improvement. The role requires independent implementation of procedures and activities that align with NRC's priorities and standards, as well as the organization and delivery of tasks effectively. The assistant will also be responsible for maintaining knowledge and skills relevant to the role, using initiative to solve problems, and promoting ideas for improvement in the area of work. Specific tasks include representing NRC in communications with project participants and stakeholders, referring individuals to other partners and services as needed, ensuring compliance with NRC's Data Protection policy, and providing assistance to the feedback team and SIP as required.

Required Qualifications:
Candidates must possess a university bachelor degree or a college diploma. Experience in a humanitarian or recovery context as a Project or Technical Assistant or Officer is advantageous. A solid understanding of data management, including experience in data entry and database management, is preferred. Experience in customer support roles, such as service desk or help desk environments, is also beneficial. Fluency in Russian or Ukrainian is mandatory, while basic knowledge of English is considered an advantage. High levels of computer and digital literacy are essential for this role.

Educational Background:
The educational requirement for this position includes a university bachelor degree or a college diploma. This educational background is essential to ensure that candidates possess the necessary analytical and communication skills required for effective performance in the role.

Experience:
Candidates should have relevant experience working in a humanitarian or recovery context, particularly in roles such as Project or Technical Assistant or Officer. Previous experience in complex and volatile environments is highly valued, as is familiarity with crisis contexts and the ability to work under demanding conditions. Experience in data management and customer support is also advantageous.

Languages:
Fluency in Russian or Ukrainian is a mandatory requirement for this position. Basic knowledge of English is considered a beneficial asset, allowing for better communication with a wider range of stakeholders and enhancing the effectiveness of the role.

Additional Notes:
This position is open exclusively to candidates who have the legal right to work in Ukraine. The organization is unable to provide work permits or visa sponsorships for this role. The position is expected to adhere to NRC's core values and performance management standards, with accountability for responsibilities and competencies as outlined in the NRC Performance Management Manual. Performance reviews will be based on the Job Description, Work and Development Plan, and NRC Competency Framework.