Danish Refugee Council (DRC) is a leading protection agency with a mandate to protect, advocate and promote durable solutions for displacement affected populations.
DRC has been operating in Ukraine since 2014, currently DRC employs over 800 staff in Ukraine and implements emergency response in the Protection, Livelihoods, Shelter/NFIs and Humanitarian Disarmament and Peacebuilding (humanitarian mine action) sectors, using direct interventions, support to duty bearers and civil society organizations (CSOs), and partnerships with CSOs. DRC will continue and adapt its durable solutions portfolio to the evolving context.
Danish Refugee Council is currently looking for a highly qualified Monitoring, Evaluation, Accountability and Learning Officer (Complaints Feedback Mechanism Officer ABA Consortium) in Mykolaiv.
About the job
Monitoring, evaluation, accountability, learning officer will report to Chief of Party. This role is in support of all International Non-Government Organisations (INGOs) and Civil Society Organisations (CSOs) working under the ABA project in Kherson, and ensures compliance to consortium procedures and guidelines. The role contributes to the development of consortium accountability strategies, which are translated into action plans and day-to-day tasks.
Monitoring, evaluation, accountability, learning officer will:
Support Consortium Partners in maintaining accountability to affected persons through the effective management of the CFM. Ensure the smooth running of the CFM across the three fund managers and their respective implementing partners. Manage incoming communication via: Phone calls Emails Online platforms (including appreciation messages, complaints, and requests for assistance) Categorise and channel feedback to the appropriate teams or partners within the Consortium for timely and relevant responses. Lead efforts to strengthen accountability to affected populations (AAP) within all consortium activities. Collaborate closely with Monitoring and Evaluation (M&E) staff across the Consortium to improve responsiveness to beneficiary needs and concerns. Contribute to regular analysis and reporting of feedback trends to inform program improvements.Your main responsibilities will be:
Support in the Day-to-Day Running of the Consortium CFM System, including but not limited to:
Answering calls that come through the CFM and processing them in the CFM system Processing emails and online feedback, and entering them into the CFM system Supporting partners in processing feedback received through community committees, suggestion boxes, or verbal (in-person) channels Categorising feedback in the CFM system to ensure it is directed to the appropriate partner team or Consortium Senior Management With support from program teams, ensuring that complaints and requests for assistance are responded to in a timely manner Supporting program teams to distribute and raise awareness about the CFM system and how it operates Reporting regularly to partner MEAL teams and the Consortium MEAL Specialist on key feedback received Recording and analysing trends in feedback across partners for use by Consortium ManagementAccountability:
Identifying and referring/reporting individuals with special needs, protection concerns, or issues with DRC services to the Accountability Officer and/or relevant program staff, as per DRC FRCM SOPs Conducting information sessions for beneficiaries on the feedback and complaints mechanism, as well as expected staff behaviour, as outlined in relevant SOPs Supporting the emptying of complaint and feedback boxesโtogether with a designated colleagueโand forwarding any submissions to the CFM Officer Carrying out additional accountability-related tasks as assigned by the MEAL Specialist or Chief of PartyOther:
Performing any other tasks as requested by the MEAL Specialists or the Consortium Technical UnitAbout you
To be successful in this role we expect you to have at least 2 years of relevant work experience preferably in social work, community development, non-governmental organizations, or civil society.
Moreover, we also expect the following:
Experience working with NGOs and/or the humanitarian sector, and use of data collection tools Knowledge/experience with Monitoring & Evaluation specifically, information management or accountability University degree in relevant field (development or social research preferably with a focus on monitoring and evaluation as well as compliance issues) or equivalent professional qualification Good interpersonal skills and the ability to communicate with a wide range of individuals across Ukraine Excellent skill in MS Word, Excel, and PowerPoint Basic knowledge of data analysis practices and tools Advanced English proficiency, Fluency in Ukrainian and Russian requiredIn this position, you are expected to demonstrate DRCโ five core competencies:
Striving for excellence: You focus on reaching results while ensuring an efficient process. Collaborating: You involve relevant parties and encourage feedback. Taking the lead: You take ownership and initiative while aiming for innovation. Communicating: You listen and speak effectively and honestly. Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.We offer
Contract length: 3 month probation period, with the possibility of extension based on funding and satisfactory performance. Band: H Designation of Duty Station: Mykolaiv Start date: October 2025 Salary and conditions will be in accordance with Danish Refugee Councilโs Terms of Employment for national employeesApplication process
All applicants must upload a cover letter and an updated CV (no longer than four pages) in English.
Applications sent by email will not be considered.
Closing date for applications: 19th of September, 2025
For further information about the Danish Refugee Council, please consult our website drc.ngo.