Complaints and Feedback Mechanism Specialist/CFM Officer (ABA Kherson) in Danish Refugee Council / Danska Rada u spravah bizhenciv v Ukrayini

The Danish Refugee Council (DRC)is a leading international humanitarian organization whose main goal is to protect, support and promote long-term solutions for the population affected by displacement.

The DRC has existed in Ukraine since 2014. At the moment, DRB has more than 800 employees working on the territory of Ukraine to implement emergency response in the sectors of social and legal protection, livelihoods, housing restoration and humanitarian disarmament and peacebuilding (humanitarian demining), providing direct support to responsible persons and non-governmental organizations (NGOs), as well as their partners. DRB will further develop long-term solutions, adapting them to the changing situation.

Currently, DRB is looking for a highly qualified Specialist complaints and feedback mechanism, implemented in the Kherson region (place of work - Mykolaiv).

General goal roles

You will support the operation of the Complaints and Feedback Mechanism for the three managing funds and their partners, receiving and assisting with the processing of appeals from beneficiaries via phone, email or online platforms. The specialist will maintain and update a centralized database (KoBo, Excel or similar tools), analyze the received appeals and transfer them to the relevant teams. Your work will help ensure accountability to affected communities and improve support for people seeking help. You will work closely with the Monitoring and Evaluation team, preparing reports and data visualization to enable the team to respond quickly to the needs of beneficiaries. We are looking for someone who knows how to organize work, communicate effectively, work with databases and analytical tools, and is people-oriented and ready to respond quickly to their needs. 

Your main job responsibilities will be:

Support the day-to-day operation of the Consortium Feedback and Complaints Mechanism System:

• Receive phone calls coming through the Complaints and Feedbacks Response System, process them and log relevant information in the Complaints and Feedbacks Response System and feedback.
• Process emails and online feedback, enter and update relevant information in the complaints and feedback response system.
• Provide support to partners in dealing with feedback received through community committees, suggestion boxes or verbally (in person).
• Categorize feedback received to ensure it is routed to the appropriate partner team or Consortium leadership.
• With the support of program teams, ensure a timely response to complaints and requests for assistance.
• Ensure that program teams disseminate information and raise awareness of the system for responding to complaints and feedback and its principles of operation.
• Regularly inform partner teams of monitoring and evaluation of data and the lead specialist of the Consortium program on territorialon the allocation of resources for monitoring and evaluating data on key feedback, including in the form of summaries and short analytical materials.
• Register, systematize and analyze trends in feedback between various partners, in particular using databases, for further use by the consortium management.

Accountability:

• Identify and refer/report individuals with special needs, cases of protection risks or issues related to DRB services to the Consortium for Territorial Resource Allocation Program Manager, the Consortium for Territorial Resource Allocation Program Monitoring and Evaluation Specialist,  and/or relevant program specialists in accordance with DRB's standard operating procedures.
• Conduct information sessions for beneficiaries on mechanism for submitting feedback and complaints, as well as the expected standards of behavior of personnel in accordance with current standard operating procedures.
• Ensure that the teams empty the boxes for complaints and feedback (as needed), as well as transfer the received materials to the specialist in response to complaints and feedback.
• Perform additional tasks and duties related to accountability, as assigned by the specialist in monitoring and evaluation data and program manager.

Other duties:

• Perform other tasks at the request of the leading data monitoring and evaluation specialists or employees included in the management unit of the Consortium.

 About you:

To be successful in this position, we expect from you minimum 2 years of relevant work experience - preferably in the field of social work, community development, non-governmental organizations or civil society. In addition, we also expect you to:

Required

• Higher education in a relevant field (sociology, preferably with a focus on monitoring, evaluation and compliance issues) or equivalent professional qualification.
• Experience working in the humanitarian sector and using data collection tools.
• Knowledge/experience in monitoring and evaluation, information management or accountability.
• Ability to effectively communicate and build relationships with different people throughout Ukraine.
• Confident use of MS Word, Excel, and PowerPoint, KoBo package.
• Basic knowledge of data analysis methods and working with relevant tools.
• High level of English language proficiency.
• Fluent command of Ukrainian and Russian languages.

Desirable

• Experience with Power BI will be an advantage. 

We offer:

• Contract:12 months with the possibility of extension depending on the performance and availability of funding, after successful completion of a 3-month probationary period.
• Position level:H – non-managerial. 
• Place of work:Mykolaiv. 
• Start date:as soon as possible. 

Salaries and conditions in accordance with the Terms and Conditions of employment of national staff of the Danish Refugee Council in Ukraine. 

Application Process:

All applicants must upload a cover letter and an updated CV (no more than four pages in English).

Emailed applications will not be considered. 

Click HERE to respond 

Deadline for applications:January 15, 2026.

Please note that the selection of candidates will be on a rolling basis. DRB reserves the right to select a candidate before the vacancy closing date once a suitable candidate has been identified. 

If you have any questions or problems with the online application process, please visit drc.ngo/about-us/job-and-career/support-for-job-seekers.
  
The Danish Refugee Council is an equal opportunity employer. We strive to create an inclusive and positive work environment based on mutual respect for all employees. All applicants for employment are considered without regard to race, age, ability, ethnicity, national origin, religion, gender identity, sexual orientation, marital status or any other factor. At DRB, we celebrate the cutdiversity and value our employees for who they are and their unique skills, experience and perspective. We invite all interested candidates to apply!