Job Overview/Summary: The Clients Responsiveness and Accountability (CRA) Officerwill oversee the overall implementation of CRA actions in the country office. S/he will beresponsible for ensuring the implementation of client feedback channels which arerelevant to clients and to program teams. S/he ensures that feedback mechanisms (bothproactive and reactive) are established in consultation with the communities; regularlypromoted through different media and clients’ feedback is regularly collected, analyzed,and responded to in a timely manner. S/he also ensures that CRA reports are regularlygenerated within the agreed frequency and results are presented regularly during projectmeetings to inform design and delivery of the project. The CRA Officer conducts feedbacksessions, FGD and surveys to solicit clients’ feedback. S/he will ensure that the FeedbackRegistry and other tools developed in CommeCare are fully functional, secure and beingused by the MEAL and Program focal points in all field locations. Major Responsibilities:• Update/Review the CRA SOPs and Feedback Plans together with the MEALManager.• Ensuring that feedback channels for all sectors are in-place and appropriate forcontext in different field locations and support partner organization CRA mechanismsand management.• Ensure the set-up feedback mechanisms to collect and respond to client feedback –both proactive and reactive with support from MEAL and program staff in differentlocations• Managing the Feedback Registry and other CRA tools developed in CommCare andBinotel to ensure that they are fully functional, secure and being used by the team inall field locations. Analyzing the PowerBI CRA dashboard.• Ensure the hotline is functioning well, and supervise the hotline agents, providetechnical assistance, capacity building to hotline agents and produce report on thehotline system.• Supporting the CRA Manager in capacity building on CR to MEAL and program staffin all field locations to ensure that client feedback and complaints are received,appropriately recorded, and responded in a timely manner.• Conducting detailed data analysis for quantitative and qualitative data receivedthrough the different channels and presenting statistics in clear formats to highlightfeedback trends to program and grants.• Working closely with the CRA Manager in preparing weekly, monthly and quarterlyCR reports, and presentations for sharing with the Senior Management Team• Assessing the utility and efficiency of the established CR data management platformsand propose recommendations for improvements. Technical support and supervisionof the CRA Assistants with conducting CRA monitoring and promotional visits andfocus group discussion (FGDs) with clients; preparing and analyzing the findings.• Prepare client responsiveness report based on consolidated analysis of clientfeedback recorded via proactive and reactive channels and shared to program teamsand present it to program review for informed decision making.• Ensure key feedback from different program locations are shared with respectiveprogram focal points timely and follow-up its utilization by respective program team.• Work with the MEAL team in the sector to ensure the functionality of sectoral CRAchannel and timely response of key programmatic feedbacks.• Close collaboration with implementing programs, technical support with the feedbackchannels promotion.• Any other duties assigned by the supervisor Requirements:• Bachelor’s Degree in humanitarian assistance, Social Work, Human Rights,International Law, Social Science, Development studies, or related field.• Minimum of 1 year of experience in humanitarian contexts, with a preference forexperience in engaging across organizations.• Knowledge of standards on accountability to affected population, communityengagement and participation• Ability to package and communicate complex topics through written reports andpresentations.• Excellent facilitation skills, and strong understanding of how to safely and accuratelycollect feedback from all members of a community regardless of their age, gender, orother diversity factors.• Ability to handle multiple tasks, proven self-initiative and problem-solving abilities.• Experience of analyzing and presenting data in a way that facilitates effective decisionmaking• Driven, self-directed and the ability to handle multiple competing demands andcommitments, and to work flexibly in a team• Creativity, curiosity and enthusiasm, and the ability to develop and test new ways ofworking and solutions to problems• Good written and spoken English and Ukrainian language skills• Values diversity, sees it as a source of competitive strength• Good communication, presentation, and interpersonal skills.• Excellent computer skills and competency in Word, Excel (data analysis andvisualization), and PowerPoint. CommCare and PowerBI is an advantage. Desirable:• Candidate with Postgraduate degree is preferrable, but not mandatory.• Experience of working with IDPs, and an understanding of the communicationchannels and preferences of displaced people.• Work experience in the humanitarian sector• Experience of providing capacity building, training, and advice to colleagues onfeedback mechanisms• Experience of drafting reports using quantitative and qualitative data. The position will be based in Dnipro or Kharkiv with frequent travel to field locations.