Internals Only : Community Feedback Mechanism Team Lead

We are looking for an internal Community Feedback Mechanism Team Lead who will manage the day-to-day running of the CFM in NRC’s Country Office in Kyiv to ensure that community members across Ukraine under NRC Area Offices and other stakeholders have access to a variety of communication channels to communicate with NRC, request information, assistance, make suggestions and give positive and negative feedback.

The CFM Team Leader is responsible for 1) Managing a team of CFM Assistants and creating a healthy working environment; 2) overseeing and ensuring consistent and systematic, recording, processing and response of requests for services, complaints and feedback received from communities; 3) monitoring and analysing data and developing reports; 4) Developing programmatic learning and working with programme teams on adapting the programmes; 5) Reviewing and rebuilding the CFM on a regular basis to ensure it is fit for purpose, adapted to context and programme and consists of the most trusted and used channels.

Background:

The Norwegian Refugee Council has been present in Ukraine since 2014 and assisted more than 700,000 people with food, shelter, water, sanitation, multi-purpose cash and legal assistance.  The escalation of the war in February 2022 called for a rapid scale-up of our country programme to meet the needs of the most vulnerable sectors of society across the country. To support the scale up, NRC has expanded its feedback mechanism and is looking for Team Lead to drive forward the Community Feedback Mechanism (CFM) and lead the CFM Team.