JOB OVERVIEW: 
Reporting to and technically supported by the Client Responsiveness and Accountability (CRA officer), the MEAL Assistant carries out well-defined tasks at the field office level that will ensure feedback mechanisms (proactive and reactive) are established, regularly promoted, feedback is collected and response provided in a timely manner. S/he will contribute to strengthened monitoring efforts of IRC programs with the aim of optimizing monitoring, accountability, and learning practice  of the IRC mission in Ukraine to ensure need- based high-quality programming for our clients and support the global ambitions of IRC Strategy 100. Position belongs to the central structure, but it is expected that physical the candidate will be located in either Kharkiv.

KEY RESPONSIBILITIES
• Promotion Feedback Mechanism: Regularly promote  client feedback mechanism/channels across all project location and ensure the channels are well-known by  clients, staff, stockholders etc. and accessible to all relevant parties.  
• Gather feedback from various sources, ensuring it accurately recorded and documented and collaborate with program to support routine data collection as per the M&E/MEAL project plan.
• Support the data collection effort as part of proactive channel through conducting survey(client satisfaction survey, FGD and KII).
• Hotline handling: According to Ukraine CO CRA and safeguarding SOP, answer calls promptly and professionally, providing accurate information and assistance to callers.
• Closing the loop: In close consultation with CRA officer and sector feedback focal person ensure all feedback is timely addressed through providing clear and detailed explanation for the individual about the action taken in response to their feedback. 
• Ensure all feedback are registered in the feedback registry and maintain up-to-date monitoring and client databases.
• Conduct monitoring visits and produce simple reports.
• Other related duties as assigned by CRA officer and/or CRA manager.

For people managers:
• Foster ongoing learning, honest dialogue, and reflection at team level to strengthen safeguarding, wellbeing and duty of care, and to promote IRC values and adherence to IRC policies.
• Lead by example and support IRC’s commitment to taking all necessary preventive measures and creating an environment where people feel safe and can report misconduct.

For FMT and ESMT members:
• Model accountability and commitment to safeguarding all staff, partners, clients and others the IRC works with to build a culture of prevention of safeguarding violations in our workplace and our programs.
• Model accountability and commitment to wellbeing of all staff, partners, clients and others the IRC works with to build a culture of duty of care in our workplace and our programs

JOB REQUIREMENTS: 

Education:
• Bachelor’s degree in management, social science, law, or other fields. 

Experience:
• Experience working on a hotline, collecting client feedback and/or coursework in monitoring & evaluation research methods, and quantitative and qualitative analysis is a plus;

Demonstrated Skills and Competencies: 
• Ability to undertake M&E/MEAL activities based on guidance from the supervisor;
• Possess a basic understanding of Monitoring and client feedback mechanisms and functions;
• Experience working with communities, youth and adults of diverse backgrounds;
• Good written and verbal communication skills;
• Fluent in Microsoft Office applications, especially Excel and Word;
• Willingness to travel to various regional and field-level offices. 
• Language Ukrainian, Russian – fluent; English – working knowledge (B1).

REPORTING STRUCTURE AND TEAM COLLABORATION

Internal: Feedback focal person, Program Officers, Assistants, HR, Field Coordinator
External: IRC current and potential clients.

WORK ENVIRONMENT AND OTHER RELEVANT INFORMATION

These are some examples of other relevant information to include, but is not an exhaustive list. Include the points that are relevant for your position or add more.
• Travel to other locations is needed up to 30% of time
• Fast pace of working, multitasking and stressful work

IRC employees are eligible to the following benefits:

• Competitive salary
• Purposeful job and development opportunities
• English classes and unlimited online training courses
• Life Insurance
• Medical insurance for staff and family members
• Free psychological support to employee
• 30 calendar days of annual vacation with flexibility beyond the legally set minimum requirements
• Up to 10 days of paid medical leave