Community Feedback Mechanism (CFM) Coordinator Ukraine

About the role

NRC Ukraine, which has over 400 staff supporting people affected by conflict and displacement, is looking for a Community Feedback Mechanism (CFM) Coordinator in Kyiv. The role ensures the CFM is implemented effectively at Country Office and Area Office level, coordinates feedback channels, builds staff and community awareness and ensures timely, safe and confidential case management. It supervises CFM Officers and CFM Technical Assistants and makes sure CFM data analysis informs programme learning, reporting and decisions. Candidates must have the legal right to work in Ukraine; work permits or visa sponsorship are not provided.

Key responsibilities

• Manage the performance, recruitment, induction, staff development and duty of care of directly reporting CFM staff, and support their mental health and psychological well-being
• Coordinate day-to-day CFM operations at Country and Area Office level, in line with global CFM guidelines and core competency specialists, and ensure feedback is registered, triaged, assigned, forwarded and closed per SOPs
• Supervise CFM channels (hotline, feedback boxes, helpdesks, digital systems), oversee the digital CFM platform's data protection, run spot checks and audits, and maintain the CFM dashboard
• Develop and implement a CFM action plan, train partners and communities, and build staff and partner capacity on handling sensitive feedback
• Integrate CFM data with MEAL, project cycle management and programme learning, and contribute to donor proposals and AAP Working Group representation
• Manage the external call centre contract, review and update the CFM SOP, approve awareness materials, and keep the Knowledge Base up to date

Required profile

• Minimum 3 years of relevant experience in accountability, safeguarding, protection, community engagement, feedback management or MEAL
• Proven track record managing CFMs at national level, and at least 2 years in an NGO management role, preferably in emergency or post-conflict settings with IDP support
• Fluency in spoken and written Ukrainian, Russian and English
• Familiarity with the political and humanitarian context in Ukraine; knowledge of Roma, Hungarian, Crimean Tatar or other minority languages is an asset

Required skills

• Strong knowledge of AAP, CEA, PSEAH, child safeguarding and the Core Humanitarian Standard (CHS)
• Data analysis, mobile and online data collection, and Microsoft 365 or Microsoft Office and Excel
• Experience handling sensitive community feedback in line with data protection and safeguarding principles