Requisition ID: req59321

Job Title: MEAL Assistant

Sector: Monitoring & Evaluation

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Ukraine

Job Description

JOB OVERVIEW

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 supporting the Senor CRA officer in 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 the Feedback Registry on everyday basis and timely refer cases to relevant Sector Focal Points, Safeguarding team, and/or other departments if needed. 
•Support the Senior 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 Senior CRA officer present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team. 
•Support the Senior 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).

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: 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

•Travel to other locations is needed up to 30% of the time (discussed on a case-by-case basis) 
•The organization cares about staff and provides flexible working options (start early-finish early, start later-finish later, remote work) 
•Staff can ask for accommodation in the workplace. Specific requests can be discussed with HR.

IRC employees are eligible for 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