Community Feedback Mechanism (CFM) Coordinator Ukraine

The CFM Coordinator ensures effective implementation of NRC’s Community Feedback Mechanism at Country and Area Office levels, coordinating feedback channels, building awareness, and ensuring timely, safe, and confidential case management. The role includes supervising staff, analyzing data to inform programme learning, and ensuring compliance with relevant policies and standards.

Responsibilities

• Ensure effective implementation of NRC’s Community Feedback Mechanism at Country Office and Area Office level.
• Coordinate feedback channels and build staff and community awareness.
• Ensure timely, safe, and confidential case management.
• Supervise CFM Officer and CFM Technical Assistants.
• Ensure analysis of CFM data informs programme learning, reporting, and decision-making.
• Manage performance and development of directly reporting staff.
• Provide technical support and develop relevant CFM training.
• Lead induction of new staff with CFM responsibilities.
• Coordinate day-to-day CFM operations ensuring alignment with global guidelines and adaptation to community input.
• Ensure all feedback is registered, triaged, assigned, forwarded and closed according to SOPs.
• Support accessible community awareness on NRC’s CFM and streamline CFM across activities.
• Develop, review and share CFM reports with management and programme teams.
• Ensure referral pathways are updated and available.
• Build staff and partner capacity on CFMs, especially handling sensitive feedback.
• Support integration of community feedback data with MEAL and programme learning.
• Ensure compliance with all relevant CFM policies and adherence to the CFM Handbook guidelines.
• Supervise all CFM channels at Country and Area Office level.
• Oversee digital CFM platform and channel integration with safe data protection.
• Monitor quality and timeliness of feedback handling and channel sensitive cases appropriately.
• Conduct spot checks and audits on feedback registration and closure.
• Develop and implement a CFM Action Plan.
• Support awareness and training sessions with partners and communities.
• Develop qualitative and quantitative CFM data analysis and update CFM Dashboard.
• Manage contractual relationship with external call centre.
• Review and update NRC Ukraine CFM SOP regularly.
• Approve and support development of CFM awareness materials.
• Ensure Knowledge Base is fit for purpose and up to date.
• Engage with Head Office CFM units for good practices and global learning.
• Contribute to reviewing donor proposals focusing on CFM indicators and activities.
• Represent NRC at AAP Working Group and relevant coordination fora.
• Coordinate and conduct CFM field monitoring visits.
• Perform other tasks as delegated by line manager.

Requirements

• Minimum 3 years of relevant experience in accountability, safeguarding, protection, community engagement, feedback management or MEAL.
• Proven track record in managing CFMs at national level.
• Strong knowledge of AAP, CEA, PSEAH, child safeguarding, and the Core Humanitarian Standard (CHS).
• At least 2 years in a managerial position with an NGO, preferably in emergency or post-conflict settings, with experience supporting IDPs.
• Skilled in data analysis, interpretation of trends, and communication of findings.
• Experience in mobile and online data collection systems and in data management and analysis platforms.
• Experience handling sensitive community feedback in line with data protection and safeguarding principles.
• Excellent analytical, communication, interpersonal, writing, collaboration, problem-solving, and facilitation skills.
• Fluency in spoken and written language: Ukrainian, Russian and English.
• Proficiency in Microsoft 365, or at least in Microsoft Office and Excel.
• Familiarity with the political and humanitarian context in Ukraine.
• Knowledge of Roma languages in Ukraine, Hungarian, Crimean or other minority languages is an asset.
• Experience implementing CFM systems in hard-to-reach or remote-managed areas.
• Experience with local partners' capacity strengthening in complex or sensitive environments.

Skills

• Accountability and Safeguarding
• Community Engagement
• Feedback Management
• Community Feedback Mechanisms
• Accountability to Affected Populations (AAP)
• Community Engagement and Accountability (CEA)
• Child Safeguarding
• Core Humanitarian Standards (CHS)
• Emergency and Post-Conflict Program Management
• Internally displaced persons support
• Data Analysis
• Trend Interpretation
• Mobile Data Collection
• Online Data Collection
• Data Management Platforms
• Data Protection Principles
• Case Management
• MS Office 365
• Microsoft Office Suite
• Excel
• Capacity Strengthening
• Program Learning
• Policy Compliance

Languages

Ukrainian, Russian, English