Feedback Assistant/ Асистент зі зворотного зв'язку

Location:                           Dnipro, Ukraine  

Reports to:                       Area Manager Dnipro and to Feedback Mechanism Manager (technically)

Overview  

Background 

Global Communities, formerly CHF International, is an international non-profit organization that works closely with communities worldwide to bring about sustainable changes that improve the lives and livelihoods of the vulnerable. Global Communities is responding to the crisis in Ukraine, delivering humanitarian assistance through a community-led response. Global Communities’ response is designed with the goal of saving lives, reducing suffering, and addressing urgent needs while supporting communities to lead their own response and setting them up for recovery. 

Job Summary

Global Communities is seeking Feedback Assistant based in Dnipro, Ukraine to ensure accountability to affected populations. The Feedback Assistant will receive feedback from all stakeholders of humanitarian program (participants, partners, community members, etc.) via dedicated feedback channels. The role will be responsible for logging all cases and recording subsequent actions and outcomes in the database. The position-holder will be integral to the M&E department in embedding practical and effective community-based feedback mechanisms to support accountability at all phases of program implementation.  The Feedback Assistant reports to the Feedback Mechanism Manager. 

DUTIES AND RESPONSIBILITIES  

• Receive the participants feedback via the feedback channels (i.e. phone messaging via hotline, WhatsApp, email, etc.) 
• Translate the received feedback and other feedback related materials from Ukrainian and/or Russian to English and vice versa.   
• Provide relevant counseling to feedback providers.  
• Share the feedback with relevant colleagues in departments in GC.  
• Coordinate the follow-up actions with supervisor and ensure their timely execution.  
• Ensure all feedback incidents, subsequent actions and outcomes are recorded in the database, with high level of accuracy and timeliness.  
• Provide sound advice to GC staff on feedback mechanism matters.  
• Provide timely and accurate reports for departmental needs, using the reporting tools.  
• Report to supervisor about any potential database functionality issues or any modifications required.   
• Ensure high level of confidentiality and security of entrusted data is maintained at all times.  
• Help in developing and translating the relevant tools and materials for trainings, policies, data base, etc.  
• Any other tasks requested by the supervisor or department head.  

QUALIFICATIONS AND EXPERIENCE  

Education and Training  

• Bachelor’s degree in social sciences, psychology, social work, or a related field is strongly preferred.  
• Knowledge and experience in Protection and Accountable Mainstreaming is highly desirable.  
• Completion of Sphere Standards, Humanitarian Accountability in Emergencies and Protection Induction trainings is preferred.  

Experience  

• A minimum of 1 years’ experience in humanitarian work (AAP, FBM, CARM preferable), or IDP/refugee protection required. 
• Experience in help desk / hot line services is desirable.
• a Master’s degree on a relevant subject may be considered as equivalent for 1 year work experience.   
• A former INGO or UN experience is preferred. 

Technical skills  

• Strong Microsoft Office programs familiarity and skills 
• Ability to act with sensitivity as well as be neutral and impartial.  
• Ability to work under pressure.  
• Attention to detail.  
• Strong reporting skills.   
• Ability to solve problems without requiring supervision.  
• Excellent conflict management skills.  
• Professional proficiency in written and spoken English, and Ukrainian and/or Russian. Must be able to read and interpret documents and communicate with others as necessary to perform job duties effectively.    
• Be able to travel Ukraine for field visits and others mean.

Global Communities is committed to ensuring a safe and respectful environment for all staff, representatives, partners, participants, and anyone with whom Global Communities interacts worldwide, especially children and adults at risk. All Global Communities staff and representatives are explicitly prohibited from engaging in any activity that may result in any kind of breach of our safeguarding policies. In addition, it is Global Communities’ policy that it is the responsibility of anyone engaged with Global Communities to proactively build a safe and supportive environment in our work. All our staff and representatives are expected to conduct themselves in a manner consistent with this commitment and obligation.  

Global Communities is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment, without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.   

Global Communities is committed to ensuring a safe and respectful environment for all staff, representatives, partners, participants, and anyone with whom Global Communities interacts worldwide, especially children and adults at risk.