Complaints Feedback Mechanism Officer (ABA Kherson)

Danish Refugee Council (DRC) is a leading protection agency with a mandate to protect, advocate and promote durable solutions for displacement affected populations.

DRC has been operating in Ukraine since 2014, currently DRC employs over 800 staff in Ukraine and implements emergency response in the Protection, Livelihoods, Shelter/NFIs and Humanitarian Disarmament and Peacebuilding (humanitarian mine action) sectors, using direct interventions, support to duty bearers and civil society organizations (CSOs), and partnerships with CSOs. DRC will continue and adapt its durable solutions portfolio to the evolving context.

DRC is currently looking for a Complaints Feedback Mechanism Officer to join our Area-Based Allocation (ABA) team in Mykolaiv to implement project in Khersonska oblast.  

About the job

DRC is looking for qualified candidates to fill the position of a Complaints Feedback Mechanism Officer for the ABA Kherson Consortium. The successful candidate will fulfill responsibilities including, but not limited to: supporting Consortium Partners' accountability to affected persons by ensuring the smooth running of the Complaints and Feedback Mechanism across the three fund managers as well as their implementing partners. The individual will regularly answer phone calls, emails, and online feedback (such as appreciation of support, complaints, and requests for assistance), maintain and update a centralised feedback database (e.g. KoBo, Excel or similar tools), categorise and analyse incoming feedback to ensure it is directed to the appropriate teams across consortium partners, and support data visualisation and preparation of periodic reports to inform follow-up actions and accountability processes working across the consortium. The CFM Officer will lead on ensuring accountability to affected populations, and work closely with the consortium Monitoring and Evaluation Staff to better respond to the consortium’s beneficiaries. 

Your main duties and responsibilities will be:

Support in the day to day running of the consortium CFM system, which includes but is not limited to:

• Answering calls that come through the CFM and processing them through the CFM system
• Processing emails and online feedback, and processing through the CFM system
• Maintain and regularly update a centralised Complaints and Feedback Mechanism (CFM) database using tools such as KoBo, Excel, or other agreed systems.
• Support partners with processing feedback that comes through community committees, suggestion boxes, or verbally (in person)
• Categorise feedback that comes through the system, to ensure it is targeted at the correct partner team or Senior Management within the consortium
• With the support of programs teams, ensure that complaints and requests for assistance are responded to in a timely manner
• Ensure programs teams are distributing and raising awareness of the CFM system and it’s operations
• Report back to the partner MEAL teams and the Consortium MEAL Specialist on a regular basis regarding key feedback
• Record and analyse trends in feedback across different partners for the use of the consortium management
• Prepare regular CFM summaries and analytical reports, including basic data visualisations, to support internal coordination, management decision-making, and donor reporting.

Accountability:

• Identify and refer/report individuals with special needs, protection concerns, and any problems with DRC services to Accountability Officer and/or relevant program staff as per DRC FRCM SOPs;
• Conduct information sessions feedback and complaints mechanism as well as expected behaviors for staff for beneficiaries as outlined in relevant SOPs;
• As requested and with the support of a dedicated colleague, ensure that teams empty complaint and feedback boxes and forward any submissions received to the CFM Officer;
• Carry out additional accountability-related responsibilities and tasks as assigned by the MEAL Specialist and Chief of Party  

Other:

• Any other tasks as requested by the MEAL Specialists or the Consortium Technical Unit.

About you

To be successful in this role we expect you to minimum 2 years of relevant work experience – preferably in social work, community development, non-governmental organizations, or civil society. Moreover, we also expect the following:

Required

• University degree in relevant field (development or social research preferably with a focus on monitoring and evaluation as well as compliance issues) or equivalent professional qualification.
• Experience working with NGOs and/or the humanitarian sector, and use of data collection tools.
• Knowledge/experience with Monitoring & Evaluation specifically, information management or accountability.
• Good interpersonal skills and the ability to communicate with a wide range of individuals across Ukraine.
• Working knowledge of  MS Word, Excel, and PowerPoint, KoBo.
• Basic knowledge of data analysis practices and tools.
• Advanced English proficiency.
• Fluency in Ukrainian and Russian.

Desirable 

• Experience with Power BI is an advantage.

In this position, you are expected to demonstrate DRC’ five core competencies: 

• Striving for excellence: You focus on reaching results while ensuring an efficient process. 
• Collaborating: You involve relevant parties and encourage feedback. 
• Taking the lead: You take ownership and initiative while aiming for innovation. 
• Communicating: You listen and speak effectively and honestly. 
• Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

• Contract length: 12 months, renewable depending on performance and funding, after successful completion of a 3-month probation period.
• Band: H nm.
• Designation of Duty Station: Mykolaiv.
• Start date: as soon as possible.

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for employees on national contracts.

Application process

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

Applications sent by email will not be considered.

Closing date for applications: January 15th, 2026.

We encourage candidates to apply as soon as possible, interviews might be conducted on a rolling basis. DRC reserves the right to select candidate before the vacancy close date once a suitable candidate has been identified.