Programme Associate - Community Feedback Mechanism at World Food Programme (WFP)

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

Female applicants are strongly encouraged to apply. 

Current opening is based in Lviv, Ukraine. This VA may be used as a roster to fill in similar positions in Ukraine. 

ABOUT WFP

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetime. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

Female applicants and qualified applicants are especially encouraged to apply to this position. WFP has zero tolerance for discrimination and does not discriminate on the basis gender, ethnicity, religion, political affialiation, or sexual orientation.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The incumbent is expected to travel within the service areas of the respective location.

The WFP Community Feedback Mechanism is designed primarily to operationalise WFP’s Accountability to Affected Populations (AAP), and more broadly to support the overall operations in its attempt to be more transparent and accountable to all stakeholders, including affected populations, partners, governmental and non-governmental entities, and donors. In order to ensure effective complementarity between the WFP CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes.

WFP’s CFM is one channel through which WFP communicates with stakeholders, and is a mechanism through which individuals or groups can raise questions, share feedback or flag a complaint. WFP stakeholders include: affected populations, WFP, cooperating partners, third party monitors, government representatives and service providers (for e.g. contracted transporters). To ensure effectiveness, WFP’s CFM is established in line with WFP corporate guidance on functional CFMs and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption and quality issues.

Please note, in WFP feedback is an overarching term to include a community or feedback provided by an individual or a group of people. Feedback can be formal (captured through specific mechanisms, processes) or informal (captured in an ad-hoc manner). All feedback requires the feedback loop to be closed. This can only be achieved once the individual or group of people who submitted the feedback has expressed satisfaction with the action. A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, of WFP or a partner organisation, or their employees. It is a criticism that expects a reply and would like things to be changed. In the context of this policy, a complaint is an external grievance made against WFP or a partner or any of its employees where the organisation has allegedly made mistakes, acted wrongfully, breached the codes to which WFP subscribes or failed to meet a commitment. Feedback relates to an expression of concern, a statement of thanks or appreciation, or a sharing of a question or suggestion.

PURPOSE:

WFP seeks a profile of CFM- Programme Associate to act as a focal point for community-faced challenges and grievances about the services provided. Programme Associate- CFM shall receive, log/register and refer feedback from CFM Users, close the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). The Programme Associate- CFM:

• Will receive the appropriate training to conduct their work in a professional manner.
• Are expected to carry out their work in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity.
• Will sign and adhere to a code of conduct and an oath of confidentiality.
• Will attend and apply relevant trainings.

The Programme Associate-CFM report to the CFM Manager.

ACCOUNTABILITIES/RESPONSIBILITIES:

Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the CFM Programme Associate is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.

General responsibilities:

• Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes.
• Help ensure efficient and effective coordination of AAP by collecting and circulating within WFP and the humanitarian architecture information with the urgent needs and priorities of affected populations.
• Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress.
• Apply high standards of competence in fraud prevention and zero tolerance against any forms of harassmennt/abuse of authority, discrimination on gender, age, religion or race.
• Support an environment of transparency and accountability by:
  1. Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and,
  2. Referring feedback to humanitarian actors to ensure feedback loop closure.

Specific Responsibilities:

• Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per the consent provided by the CFM User and in line with SOPs.
• Conduct surveys, if requested.
• Refer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
• Apply training and performance management guidance. Provide support to peers as required.
• Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
• Pro-actively identify and report to the CFM Manager areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM Users.
• Be aware of challenges and sensitive to pay due attention to the needs of the affected populations with special focus on persons with disabilities, women, children and elderly.
• Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
• Pro-actively seek guidance from the CFM Manager as required.
• Perform other duties as required.

DELIVERABLES AT THE END OF THE CONTRACT:

• First case resolution rate, feedback loop closure rate and performance rating as per the SOP.
• 100% of sensitive cases and allegations of SEA and fraud referral accurately and timely, as per the SOP.
• 100% adherence to the PDPP.
• 100% trainings completed.
• Zero breach of code of conduct (COC).
• Strengthened and streamlined CFM processes as part of the overall objective to strengthen accountability to affected populations.
• Solid knowledge of WFP and relevant partner activities, procedures and processes.

Desired Experience:

• Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems.
• Applied knowledge of CRM, multi-tasking in at least two languages inter-changeably
• Applied knowledge of the humanitarian, development and/or peace building architecture.

QUALIFICATIONS & EXPERIENCE REQUIRED:

TERMS & CONDITIONS:

Type of Contract: SSA6

Unit/Division: Programme

Duty Station (City, Country): Lviv, Ukraine.

Duration: 3 months

Application deadline: 09 June 2022.

2022-05-26T12:59:44.000 2022-06-09T23:59:59.000 Full time TELECOMMUTE Україна World Food Programme (WFP)