We are looking for an internal Community Feedback Mechanism Team Lead who will manage the day-to-day running of the CFM in NRC’s Country Office in Kyiv to ensure that community members across Ukraine under NRC Area Offices and other stakeholders have access to a variety of communication channels to communicate with NRC, request information, assistance, make suggestions and give positive and negative feedback.

The CFM Team Leader is responsible for 1) Managing a team of CFM Assistants and creating a healthy working environment; 2) overseeing and ensuring consistent and systematic, recording, processing and response of requests for services, complaints and feedback received from communities; 3) monitoring and analysing data and developing reports; 4) Developing programmatic learning and working with programme teams on adapting the programmes; 5) Reviewing and rebuilding the CFM on a regular basis to ensure it is fit for purpose, adapted to context and programme and consists of the most trusted and used channels.

Background:

The Norwegian Refugee Council has been present in Ukraine since 2014 and assisted more than 700,000 people with food, shelter, water, sanitation, multi-purpose cash and legal assistance.  The escalation of the war in February 2022 called for a rapid scale-up of our country programme to meet the needs of the most vulnerable sectors of society across the country. To support the scale up, NRC has expanded its feedback mechanism and is looking for Team Lead to drive forward the Community Feedback Mechanism (CFM) and lead the CFM Team.

What you will do:

• Oversee that requests for services, complaints and feedback through the different communication channels are responded to and followed up on with timely and confidential response and feedback closure in line with NRCs CFM Standard operating Procedure.
• Coordinate and prioritise the work of the CFM Team and support assistants with managing the inquiries, suggestions, complaints and feedback.
• Coordinate with Areas offices, CC and other stakeholders on streamlining the CFM across all NRC Ukraine activities and NRC Ukraine visibility and on identifying the most suitable channels and awareness-raising materials for programme activities.
• Coordinate and conduct CFM field and monitoring visits.
• Maintain and update a secure and confidential CFM database and records that consider the safety of the complainant in line with NRC data protection policy.
• Setup a CFM dashboard and generate monthly and trends reports.
• Drive learning through timely forwarding of challenges and trends reported through the CFM to the CCs and Area Offices and work with AOs identifying solutions where data is available.
• Conduct monthly meetings with CC specific focal points and ensure that that the NRC Knowledge Base is fit for purpose, easy to navigate and up to date.
• Provide training on the CFM and various Communication with Communities methodologies such as Communication in Emergency (CiE).
• Review the CFM Taxonomy on a regular basis and ensure it is fir purpose and updated according to NRC Programmes
• Review and update the NRC CFM SoP on a regular basis, including assessing the needs for new channels.
• Regularly review and update the awareness-raising materials and Information Education Communication (IEC) Material
• Ensure that sensitive complaints related to Sexual Exploitation, Abuse (SEA), Safeguarding, fraud/corruption and misconduct/malpractice are immediately forwarded to the Incident Management Committee (IMC).
• Oversee and manage the ongoing communication with the NRC Hotline: ensure learning is captured, operator trainings are confirmed, and procurements and payments are on time.

We highly encourage you to learn more about the role: please review the detailed Job Description here.

What you will bring:

• Bachelor degree in social sciences, humanities, or any other relevant field.
• At least 2 years of experience in an international NGO preferably in an emergency or post-conflict setting in Humanitarian Response, beneficiary reception and/or counselling, accountability, or related field.
• Experience in handling sensitive/confidential information of complaints and feedback.
• Experience and ability to train others and transfer knowledge.
• Experience in data analysis and report writing and ability to present data and convey information clearly and concisely and identifying trends.
• Experience in managing Hotline or call centre.
• Fluency in both English, Ukrainian and Russian (speaking, reading, writing).
• Proficiency in MS Office Applications (Word, Excel…).

What Makes This Position Attractive?

• The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. The organisation protects displaced people and supports them as they build a new future. The organisation began relief efforts after World War II, and today, works in both new and protracted crises across more than 40 countries.
• Meaningful work that responds to the diverse needs, priorities, and concerns raised by beneficiary communities. NRC Ukraine meets immediate humanitarian needs, prevents further displacement, and contributes to durable solutions.

What We Offer

• Duty station: Kyiv
• Contract duration: Employment contract – till 31 Dec 2024 with the possibility of extension subject to funding availability and satisfactory performance
• Travel: 30% to field locations
• Salary/benefits: According to NRC salary scale, terms and conditions.
• NRC is an equal opportunities employer. In the selection of our staff, we are committed to diversity without distinction to age, gender, religion, ethnicity, nationality, and physical ability.
• We think outside the box, encourage ideas, and give responsibility to all employees at all levels. You will have many opportunities to be heard and take the initiative. 

Key Information – Please Take Note When Applying

• Learn more about NRC here and NRC Ukraine
• To apply as an internal candidate, please click on the suitcase icon “I am an employee” on the top right of the page to be redirected to NRC’s internal career site.
• Apply by completing all the system-required fields of your experience, employment history, and education in your application.
• Ensure to attach your latest CV.
• Submit your application and CV in English.
• When creating your profile, include your full name as per your passport.
• Applications that do not meet the minimum standards in terms of experience or qualifications will generally not be considered.
• Unsolicited applications not related to this specific job advertisement will not be considered.

Only shortlisted candidates will be contacted. We receive many applicants for each vacant position.