Фахівець\-чиня з опрацювання звернень громадян / Hotline Officer

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program Summary

Mercy Corps' Ukraine response meets the humanitarian needs of people affected by the war in Ukraine. Since the escalation of the war in 2022, Mercy Corps has supported more than 750,000 conflict-affected people in Ukraine and neighboring countries. We have provided cash assistance, in-kind humanitarian assistance, and psychosocial support for people in emergency situations; grants for micro, small and medium businesses, as well as small to medium farming enterprises; and conducted large-scale information campaigns. Notably, nearly all our programming is delivered in partnership with local and national civil society organizations matching humanitarian action and resilience programing with capacity strengthening and a real commitment to localization.
Accountability and Community Accountability Reporting Mechanism (CARM):
Accountability to affected populations (AAP) is at the core of Mercy Corps’ programing and we are committed to accountability to all our stakeholders, the resources that are entrusted to us, and especially to the people we serve.
Mercy Corps takes a participatory approach in engaging with local partners and communities throughout the program design and implementation processes. The Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to be accountable to affected populations, to program quality, to integrity, and to enable communities to provide feedback and continuously influence and shape programs. Further, it is a mechanism for the prevention of corruption, fraud, sexual exploitation, and abuse. Mercy Corps’ CARM in Ukraine consists of multiple two-way channels and a database system to manage feedback. CARM provides individuals, partner organizations, local groups, and other stakeholders with a way of raising questions, ideas, suggestions,
and complaints with Mercy Corps – while also remaining safe and secure and receiving a timely response from our organization.

 The Position

The Hotline Officer is an important team member who directly handles questions, suggestions, feedback, and complaints from community members via phone, e-mail, SMS, and other social media messaging platforms (Facebook, Telegram, Viber, etc). This role is vital to making sure that our commitments to responding to community feedback are met. The information received will be classified and recorded, and when necessary, will follow up on suggestions and complaints received from the communities, ensuring compliance with Mercy Corps Minimum Standards. Additionally, it will support the accountability team in generating progress reports for accountability and goal tracking reports. 

Essential Responsibilities

Safeguarding Responsibilities

• Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Receiving & Responding to Feedback

• Receive and answer all incoming calls to the Mercy Corps hotline, as well as incoming messages on other platforms that are open to the community to provide feedback (social messaging, SMS, e-mail, etc.).
• Receiving calls from clients, program participants, and beneficiaries every weekday day from Monday to Friday and ensuring that the hotline is fully functional.
• Answering calls and responding to questions in a helpful, understanding, courteous manner.
• Accepting feedback and criticism in a professional manner.

Accurately Recording & Processing Call Details

• Accurately recording feedback information in the appropriate forms for each call with a good attention to detail.
• Respecting caller confidentiality and protecting by following best data protection practices.
• Flagging and immediately escalating any major complaints and instances of misconduct including fraud, allegations of child abuse, sexual exploitation, or other serious violation.
• Record and report suggestions and complaints received through the system from beneficiaries of the different Mercy Corps programs implemented in region.
• Categorize and record all suggestions and complaints in a secure database.
• Ensure the confidentiality and security of all comments received.

Accountability & Team Support

• Demonstrate Mercy Corps accountability mechanisms to program participants and ensure that each participant is aware of the use and availability of each method of feedback.
• Propose new ideas, improvements, and adjustments to the accountability mechanism or process to ensure the smooth functioning of the program.
• Other activities as required by project management.

Security

• Ensure compliance with Mercy Corps global, regional and Ukraine specific security procedures and policies, as determined by country leadership.

Organizational Learning

• As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient, and relevant to the communities they serve - we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as
  themselves.

Code of Conduct

• Ensure all field and office-based activities are conducted in full respect to the humanitarian principles and in an organized and dignified way.
• Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission.

Accountability:

Reports Directly To: Senior Community Accountability Hotline Officer
Works Directly With: Community Accountability Hotline/Community Accountability Officer/s, Program teams, GESI & Protection, MEL Team, Operations Teams and Ethics/Assurance/Safeguarding. 

Knowledge & Experience

• Candidates with previous professional experience in social work, customer service, project development, client relations, market research, health administration, education, or other related areas are encouraged to apply.
• Proven experience in accurate data collection and entry.
• Experience in documenting client data.
• Good computer skills: proficiency in MS Office package with strong knowledge of database basics and data entry.
• Ability to work in a fast-paced, stressful environment and with the ability adapt to the rapid changes.
• Excellent listening, interpersonal and communication skills – with the ability to work with diverse populations.
• High level of self-awareness with the maturity to deal with constructive feedback.
• Fluency in either Ukrainian or Russian is required, fluency in both is preferred. Proficiency in English is helpful but not required.

Success Factors
The successful Hotline Officer will have excellent communication and interpersonal skills, will demonstrate attention to detail, will be committed to working long hours, when necessary, to manage a diverse range of incoming communications from community members. The Hotline Officer must be able to deal with callers in a respectful, understanding way while treating all stakeholders equally regardless of race, religion, ethnicity, ability, or gender. S/he must be highly motivated, and capable of working with or without direct supervision.

Other factors include:
The ability to work under pressure.
Willingness and ability to quickly learn new information/concepts and implement them.
Strong team player with initiative and positive attitude towards problem solving.
Attention to detail and patience to double check data.
Self-starter, multi-tasker, solution-seeker and innovator.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

 We recognize that diversity and inclusion is a journey, and we are committed to learning, listening, and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

 We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination based on race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ( Відправити резюме ).

Тільки попередньо відібрані кандидати будуть запрошені на співбесіду.

Ласкаво запрошуємо осіб з інвалідністю та ветеранів відгукнутись на цю посаду.

Mercy Corps створило робоче місце для працевлаштування осіб з інвалідністю та ветеранів, та належні умови праці для цієї вакансії, але це не обмежує коло осіб, які можуть подаватись на цю вакансію.