Generic responsibilities:
- Adhere to NRC policies, tools, handbooks, and guidelines.

• Assist and support the implementation of the CFM according to the CFM So P and established plans of action.
• Support the CFM Team Lead in monitoring Community Feedback, and in the design of data collection methodology, tools, analysis and use of data.
• Support the CFM Team lead in extracting learning and evidence to support programme quality improvement.
• Support the CFM Team Lead in reviewing the CFM methodology and taxonomy and improvement opportunities.
• Independently implement procedures and activities that support NRC programmes and sectors of intervention.
• Responsible for organising and delivering tasks in line with priorities and standards.
• Develop and maintain knowledge and skills required for the assigned area of work to be effective in assisting the project implementation and the team.
• Use initiative in day-to-day problem-solving in line with agreed procedures, priorities and standards for the area of work.
• Promote and share ideas for improvement in your area of work.

Specific responsibilities:
- Undertakes day-to-day monitoring of CFM channels, data collection, logging and responding to CFM cases (feedback, suggestions, complaints and gratitude), and ensure that the feedback loop is closed for non-anonymous cases.

• Proactively support the NRC teams across Ukraine in handling and responding to feedback, questions and complaints in a manner that strengthens the response to the communities where NRC work and improves programme quality.
• Support the CFM Team Lead in continuously developing and implementing the CFM Work Plan.
• Support the CFM Team Lead in regularly reviewing the Knowledge Base, CFM Awareness Rasing materials and NRC CFM So P.
• Represent NRC using excellent communication skills in communicating with project participants, communities and stakeholders.
• Refer callers to other partners and services when relevant.
• Stay updated regarding internal procedures and guidelines.
• Ensure proper filing of documents in line with NRC Data Protection policy.
• Provide any kind of assistance to the feedback team and SIP as a whole, based on needs identified and assignments delegated.
• Ad hoc tasks, i.e., post distribution monitoring (PDM), over-the-phone registration, verification.
  

Competencies:
Generic professional competencies:

• A university bachelor degree or college diploma.
• Experience in working as a Project or Technical Assistant or Officer in a humanitarian / recovery context is an advantage.
• Understanding of data management, experience in data entry and management of databases is an advantage.
• Experience with service desk / help desk / call centre / customer support is an advantage.
• Fluency in Russian or Ukrainian is required.
• Basic knowledge of English is an advantage.
• High computer and technology/digital literacy.

Context/ Specific skills, knowledge, and experience:

• Willingness to work in demanding, stressful situations under difficult living conditions with respect for basic security rules;
• High tolerance and patience to respond and assist to affected population.
• Previous experience in working in complex and volatile contexts;
• Solid understanding and experience of crisis contexts and working in complex emergencies.

Behavioural competencies
- Acting with integrity

• Working with people
• Analysing
• Communicating with impact and respect
• Planning and delivering results
• Coping with Change
• Handling insecure environments