Координатор/ка відділу моніторингу та оцінки (підзвітність) / Monitoring and Evaluation Coordinator (accountability)

About Us

The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country.

Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks.

NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability. 

Job Description

Generic responsibilities

1. Ensure adherence to NRC policies, guidance and procedures.
2. Act as focal point for Complaints and Feedback mechanism (CFM) in NRC Ukraine.
3. Support the implementation of NRC Ukraine Complaints and Feedback mechanism (CFM) according to the Standard Operating Procedures.
4. Triage all complaints received at CO level, transfer to relevant focal points and ensure that complaints are responded to in a timely manner by the office
5. Support NRC team in integrating and executing accountability standards and best practices in all project activities, supporting community engagement, communication, complaints and feedback.
6. Keep the record of Feedback and Complaints received and produce regular internal reports.
7. Communicate and disseminate the standard Operating Procedures for the Complaints and Feedback Mechanism within NRC staff and staff of partner agencies, and conduct trainings for all staff involved in CFM implementation.
8. Conduct regular monitoring of AAP systems, complaints and feedback mechanism, including: design of data collection methodology and tools, data collection, analysis and use of data, and extract learning and evidence to support programme quality improvement.
9. Support NRC Ukraine by coordinating AAP activities with partner NGOs and agencies, as well as in other groups and fora. Support NRC Ukraine in all AAP initiatives implemented jointly with other agencies.
10. Support and contribute to the development, adjustment, and improvement of AAP systems and SOPs, guidance and tools.

Specific responsibilities

1. Proactively support NRC team in handling and responding to feedback and in a manner that strengthens response to beneficiaries and improves programme quality.
2. Conduct trainings and awareness-building- activities for NRC staff, as well as staff of partner agencies on complaints, feedback, referrals, community engagement, and other issues related to AAP.
3. Support NRC country office in managing and tracking internal and external referrals.
4. Support NRC country office in communicating and tracking of external referrals of complaints according to the SOP.
5. Support in data management and development of clear information flows between programme teams, accountability team, and M&E staff, as needed.
6. Contribute to the design of M&E AAP team staffing structure and resourcing, and collaborate with programme staff to identify and plan for AAP needs.
7. Managing the AAP team at CO and AO levels.
8. Contribute to analysis of protection risks and needs.
9. Contribute to the design of protection response to identified risks and needs.
10. Other duties as assigned by the M&E Manager.

Competencies  

1. Professional competencies

Generic professional competencies:

• University bachelor degree in related field, such as social science, psychology, gender studies, communication, or other related fields.
• Minimum of 3 years of experience with preferable 1-2 years of experience in an international/local non-governmental organization (I/NGO) preferably in an emergency or post-conflict setting
• Experience in handling of/responding to complaints and feedback in non-governmental, governmental or private organizations is a plus.
• Experience of participation in coordination meetings and fora.
• Understanding of data management, experience in data entry and management of databases is a plus.
• Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
• Experience in managing a team.

Context/ Specific skills, knowledge and experience:

• Experience with and knowledge of principles and current approaches to accountability, complaints and feedback in relief and/or development programmes.
• Documented results related to the position’s responsibilities.
• Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access).
• Fluency in English, Ukrainian and Russian.

• Good communication and interpersonal skills.
• Strong organisational and team working skills.
• Good cultural awareness and sensitivity.

2. Behavioral competencies

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies and the following are essential for this position:

• Handling insecure environment
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect
• Ability to work under pressure, independently and with limited supervision

https://ekum.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1001/job/6278 

** this position is subjected to national recruitment, Only Ukrainian Nationals will be considered **