MEAL Assistant

International Rescue Committee · Mykolayiv

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The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Accountable to and technically supported by the Senior Client Responsiveness & Accountability (CRA) Officer, the MEAL Assistant performs clearly defined tasks at the country level. These include setting up feedback channel/mechanisms (both proactive and reactive), promoting and collecting client feedback, and ensuring timely responses. The role also supports monitoring the functionality of feedback channel and ensure its effective use to optimize IRC Ukraine’s programming in line with the global ambitions of IRC's Strategy100. In addition, the MEAL Assistant will be expected to support MEAL Manager and Senior MEAL Officers with simple data-cleaning and data gathering tasks.

KEY RESPONSIBILITIES

Feedback Planning and Implementation:

• Collect client feedback through various channels that IRC maintains, including hotline, suggestion boxes, email, in person through field visits or focus group discussions, etc.
• Receive, record, and classify feedback based on the IRC SOP; update Jira CRA system in a daily basis and timely refer cases to relevant Sector Focal Points, Safeguarding team, and/or other departments as needed.
• Support the CRA Officer with closing the loop for all feedback cases by maintaining close communication and collaboration with the Sector Focal Points.
• Prepare and conduct field visits in order to promote Client Feedback Mechanism at IRC, including preparation of paper-based data collection tools, promotional materials, etc.
• Facilitate the establishment of feasible feedback channel and routine follow-up for its functionality.

Feedback Monitoring, Reporting, and Response:

• Aggregate and dis-aggregate client feedback (according to gender, age, status, sector, risk-level and other client appropriate dis-aggregation).
• Together with the CRA officer present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team.
• Support the CRA Officer in analyzing key themes, challenges, and opportunities for program improvement.

Project/program progress Monitoring &Reporting:

• Support the Senior MEAL Officers and MEAL Manager in the implementation of ongoing monitoring and evaluation activities, including field-level data collection, analysis, and reporting.
• Assist in the aggregation and disaggregation of program implementation data to ensure accurate and timely updates to the client tracker and the Indicator Performance Tracking Table (IPTT).

Concerning all client-facing staff:

• Information sharing - Regularly share and discuss timely, accurate and relevant information in local languages with communities about: - access and eligibility to service, -expected staff behaviors and code of conduct, - community feedback, safeguarding mechanism and how to use them .
• Facilitating participation - Identify and provide communities with opportunities to participate in and guide programs – from assessment and design through to monitoring and evaluation. Talk with communities about how they would like to be involved in decision-making and discuss with management how this can be facilitated.
• Feedback collection and reporting - Establish or promote the formal feedback mechanism – aligned with organizational best practice – to capture, monitor, respond to and act on feedback and complaints from communities.

JOB REQUIREMENTS

Education:

• Bachelor’s degree is preferred with relevant specialization in Social Work, Human Rights, International Law, Social Science, Development studies, or in any other relevant discipline.

Experience:

• Minimum of 1 year of experience in Client Responsiveness and Accountability (CRA) within the humanitarian and development sector.
• Experience in working on donor-funded, multi-sectoral projects or in roles focused on client feedback and accountability services.
• Previous experience in hotline operations, client feedback collection, or academic coursework in monitoring and evaluation, research methods, and quantitative or qualitative analysis.
• Experience in working with communities, and individuals from diverse backgrounds.

Demonstrated Skills and Competencies:

• Proven ability to operate effectively in complex work environments, manage competing priorities, and set clear goals.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Word and Excel; experience with Zendesk, Jira or similar CRM platforms is an asset.
• Fluency in Ukrainian; English (B1 level).

REPORTING STRUCTURE AND TEAM COLLABORATION

• Internal: CRA Officer, Senior CRA Officer, MEAL team, Senior MEAL Coordinator, Feedback focal points, program staff, assistants, HR, field coordinator.
• External: Current and potential IRC clients.

WORK ENVIRONMENT AND OTHER RELEVANT INFORMATION

• This role requires full-time work in the office or hybrid type of work is possible after probation period
• Applicants must have a home or alternate workspace so they can effectively complete their work during regularly scheduled work hours.
• Travel to other locations is needed up to 30% of time
• Exempt from overtime
• Sometimes work on weekends may be required
• Work in the matrix organization
• Fast pace of working, multitasking and stressful work
• The organization cares about staff and provides flexible working options (start early-finish early, start later-finish later, remote 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 employees and their family members
• 30 calendar days of annual vacation with flexibility beyond the legally set minimum requirements
• Up to 10 days of paid medical leave

Professional Standards: All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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