Job Responsibilities

• - Adhere to NRC policies, tools, handbooks, and guidelines.
• - Assist and support the implementation of the CFM according to the CFM SoP 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.
• - 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 SoP.  
• - 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.