Feedback Mechanism Manager/Менеджер (-ка) із механізму зворотного зв’язку

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 and war 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 a Feedback Mechanism Manager based in Kyiv, Ukraine to ensure accountability to affected populations. The Feedback Mechanism Manager will be responsible for developing the feedback mechanism under CLEAR, gathering any feedback or complaints received from beneficiaries through Global Communities’ feedback hotline and maintaining the integrity of the feedback system. They will liaise with implementing partners and Global Communities field teams to provide trainings on how to raise beneficiaries’ Feedback Mechanism (FBM) awareness and what printed materials should be distributed/advertised during project implementation. The Feedback Mechanism Manager will supervise the Feedback Officer and Feedback Assistant(s).  

DUTIES AND RESPONSIBILITIES  

• Conduct participatory assessments with communities to understand community preferences and needs for the FBM. 

• Establish and manage a community-based Feedback Mechanism (FBM) in Ukraine open to partners and community members that is inclusive, safe, accessible. 

• Receive and categorize beneficiary feedback via the established channels. 

• Share feedback with relevant colleagues according to the standard operating procedures (SOPs) and support follow-up as appropriate, including support to validate information. 

• Ensure the feedback loop is closed by sharing information back to those who have reported.  

• Conduct or coordinate awareness raising activities to ensure communities are aware of the FBM.  

• Train Global Communities staff and partner stakeholders on the FBM. 

• Elevate complex or sensitive cases or issues requiring broader attention to the M&E Manager for discussion and/or for sharing as appropriate.  

• Maintain an up-to-date and confidential database of ongoing and closed cases. 

• Analyze trends and implementation of the FBM, such as types of cases, disaggregated information on complainants, and percentage of cases closed on time.  

• Provide regular and ad-hoc reports to M&E Manager in a timely manner, including quarterly, monthly, annual, and final reports for internal and donor needs.  

• Explore ways to continuously improve the timeliness of feedback cycle and accuracy of data according to the FBM categories and classifications. 

• Ensure high level of confidentiality and data privacy is maintained at all times. 

• Contribute to an organizational culture of safeguarding and a safe working environment. 

• Perform other tasks as requested by the supervisor. 

QUALIFICATIONS AND EXPERIENCE  

Education and Training  

• Bachelor’s degree or equivalent experience is required; degree in social sciences, psychology, social work, international development or other related field is preferred.  

Experience  

• A minimum of 2 years’ experience in humanitarian assistance, IDP/refugee protection, accountability, or other relevant field of Feedback Mechanism.  

• Professional experience working in a similar organization (international NGO or UN) is strongly preferred. 

• Knowledge and experience in humanitarian response and Protection Mainstreaming is highly desirable. 

• Knowledge of Sphere standards, protection, GBV, Human Rights and International Humanitarian Law would be an asset. 

Technical skills  

• Strong analytical and reporting skills. Ability to analyze information, evaluate options and to think and plan strategically 

• Self-motivator and proactive problem-solver 

• Commitment to confidentiality and survivor-centered approach 

• A team player who can work collaboratively and with people of diverse backgrounds 

• A strong understanding of the Ukraine context 

• Ability to work both in an advisory and a hands-on implementation capacity 

• Ability to handle a high workload and to work independently 

• Excellent command of Microsoft Excel and database applications 

• Excellent writing and presentation skills 

• Computer/word processing and standard office software skills 

• Ability to work under pressure 

• 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.    

 Interested candidates are asked to send CVs and Cover letters to Відправити резюме  as soon as possible, indicating position title in the subject line. Interviews will be conducted on a rolling basis. Position is open until filled.

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.