Feedback and Complaint Officer

Feedback Officer 

Job Title: Feedback and Complaint Officer 

Job Summary: The Feedback Officer will play a crucial role in establishing and ensuring effective feedback and complaint mechanisms at the ChildFund Deutschland office in Ukraine. The Feedback officer supervises the feedback and complaint mechanism within a consortium of several organizations implementing humanitarian relieve activities with the aim to ?Improve protection of children in emergencies in Ukraine, through safe shelters, the provision of food and non-food items as well as psychosocial support?.  

Location: Lviv city with occasional field trips and monitoring visits inside Ukraine  

Part-time: 50% 

Duration: Start date: As soon as possible; End Date: 14th of June 2025 

Background 

ChildFund Deutschland is a child protection organization that aims to improve the future opportunities of children in need, their families, and their entire environment on an international scale since 1978. The aid and development projects focus mainly on child protection, education, health, livelihoods, nutrition, and women’s empowerment. Furthermore, ChildFund Deutschland provides emergency aid in crisis situations and promotes development-oriented action in society. 

From 2006, for more than 17 years, ChildFund Deutschland has been active in Ukraine. Since 2014 we are working in Ukraine with children affected by the Russian aggression and their families supporting them by our development projects. Since the end of February 2022 ChildFund Deutschland has been launching its humanitarian aid activities in Ukraine. 

 Key Responsibilities 

Feedback and Complaint Mechanism Development 

Review and if necessary, adjust current feedback procedures and channels, ensuring that feedback processes are inclusive and respectful of children’s rights and experiences. 

Direct Support for Feedback and Complaint Mechanisms 

Serve as the primary feedback officer within a consortium of different organizations, oversee the implementation of feedback and complaint mechanisms specific to that organization’s activities. 

Assure complaints are follow-up in a timely and adequate manner.  

Monitoring and Reporting 

Prepare and present regular reports to the consortium and relevant stakeholders on feedback and complaints received, highlighting key issues and recommendations for action. 

Compile and maintain a feedback and complaint database while assuring data protection regulations.   

Collaboration and Coordination 

Collaborate closely with consortium partners to ensure that feedback and complaints processes are harmonized and that lessons learned are shared across organizations. 

Engage with beneficiaries and community members to raise awareness of feedback mechanisms, ensuring they understand how to voice their opinions and concerns. 

 Qualifications and Skills 

Education: Bachelor’s degree in social sciences, humanitarian studies, or a related field preferred. 

Experience: Previous experience in feedback and complaints handling, particularly within humanitarian or development contexts; familiarity with child-focused programming is an advantage. 

Skills: Fluency in Ukrainian and English is mandatory. Strong analytical and communication skills; proficiency in data collection and analysis tools; ability to work collaboratively within diverse teams. 

Soft Skills: Empathy and a strong commitment to accountability and responsiveness to beneficiaries’ needs. 

How to apply 

Prospective applicants are invited to apply as soon as possible. The application should entail a motivation letter and CV in English, recommendation letters if any, salary expectations and the earliest possible entry date. The application deadline is November 30, 2024. Shortlisted candidates might be contacted before the end of the application period.