Programme Associate (Complaints and Feedback Mechanism)
Kyiv
- Organization: WFP - World Food Programme
- Location: Kyiv
- Grade:
-
Occupational Groups:
- Legal - Broad
- Administrative support
- Project and Programme Management
- Closing Date: 2025-12-10
DEADLINE FOR APPLICATIONS
10 December 2025-23:59-GMT+02:00 Eastern European Time (Kiev)WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
ABOUT WFP
The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.
At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.
WHY JOIN WFP?
WFP is a 2020 Nobel Peace Prize Laureate.
WFP offers a highly inclusive, diverse, and multicultural working environment.
WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).
📌 Type of Contract: Service Contract
➡️ Unit / Division: Programme Unit / WFP Ukraine
📍 Duty Station: Kyiv
➡️ Duration: 12 months (renewable)
🇺🇦 The position is only open to Ukrainian nationals or residents of Ukraine, with a legal work permit.
What will you do in this position?
You will support the Complaints and Feedback Mechanism (CFM) in relation to cash activities. This includes assisting with the collection, investigation, resolution, and communication of feedback and complaints through multiple channels. The role is essential in ensuring that the voices of affected populations are heard and that their concerns are addressed in a timely, respectful, and transparent manner.
Why work with WFP Ukraine?
The war in Ukraine has had drastic consequences, both for people inside the country and for those around the world who depend on its food supplies. The war has caused immense suffering for civilians, displaced families, and disrupted supply chains and food production. It has caused one of the fastest forced population movements since the Second World War. Close to 6 million Ukrainians are still living as refugees across Europe, and almost 3.6 million are internally displaced. Many have lost their homes and livelihoods. As food production and supply lines are disrupted by fighting, many families in the east and south of Ukraine do not have reliable access to nutritious food.
WFP uses a combination of food and cash assistance to support communities affected by the war. This includes working with local partners to distribute food boxes in areas near the frontline and providing cash transfers in locations where people have access to banks and markets to buy food. Since March 2022, WFP has distributed food and cash assistance equivalent to 3.7 billion meals to people displaced and affected by the war.
At WFP Ukraine, we offer a wide range of benefits and entitlements and favorable working conditions for Service Contract holders. Some of them are:
✅ Competitive salaries per job level
✅ Pension contribution added to net salary
✅ Medical insurance with the possibility to enroll eligible dependents
✅ Applicable danger pay (revised on quarterly basis)
✅ Annual leave - 30 days per year
✅ 18 weeks of parental leave for birth mothers and 4 weeks of parental leave for non-birth parent
✅ 1 day per week remote working option within the duty station (subject to conditions)
✅ Accessible premises & reasonable accommodation
✅ Learning & development opportunities
How can you make a difference?
In this position, you will have to:
1. Operational Oversight
- Support the functioning of WFP’s Complaints and Feedback Mechanism (CFM), by ensuring accurate data entry, cleaning, and retrieval across hotlines, helpdesks, and community sessions.
- Use tools such as Python, SQL, and Excel to aggregate, process, and prepare reporting pipelines and integrating feedback data into program dashboards.
2. General Support
- Contribute to WFP’s operational success by applying data-driven approaches to accountability and supporting other analytical tasks as required.
3. Knowledge Sharing
- Share best practices in data management and analytics with colleagues to strengthen organizational capacity.
- Document workflows and create reusable Python templates for complaint resolution and reporting.
4. Monitoring and Reporting
- Track pending cases and generate automated monitoring reports using Python scripts.
- Develop dashboards to visualize CFM performance metrics and ensure timely responses using tools like Tableau, Power BI, or similar platforms.
5. Capacity Building
- Provide training and ad-hoc support to staff on data entry, complaint handling, and basic analytics.
- Promote accountability by embedding evidence-based practices and data literacy among stakeholders.
6. Process Improvement
- Analyze feedback trends using Python (pandas, NumPy) to identify recurring issues and bottlenecks.
- Design beneficiary-focused solutions informed by data visualization and collaborate with teams to streamline workflows.
7. Complaint Resolution
- Support investigation and resolution of complaints by extracting and analyzing case data.
- Ensure confidentiality and transparency by maintaining secure records and generating clear updates for recipients.
To join us in saving lives, changing lives, you will have:
Education: Secondary school certificate plus a post-secondary certificate in a related field (e.g., Social Sciences, Public Administration, Business Management).
Experience: At least six years or more years of progressively responsible relevant work experience in humanitarian assistance, social work, customer service, or a related field with demonstrated use of SQL and Python for analytics. Post-secondary education can compensate for some years of experience.
- Three (3) years of work experience in combination with a Master’s Degree;
- Four (4) years of work experience in combination with a Bachelor’s Degree.
Knowledge & Skills:
- Proficiency in SQL, Python (pandas, NumPy) for data analysis and visualization.
- Excellent problem-solving skills, with the ability to think critically and propose systemic solutions.
- Strong attention to detail and a commitment to data accuracy and confidentiality.
- Proactive and results-oriented, with a focus on beneficiary satisfaction
- Ability to work in high-pressure environments, meeting strict deadlines, and managing multiple priorities.
Language: Fluency (level C) in both in English and Ukrainian languages.
WFP LEADERSHIP FRAMEWORK
WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.
Click here to access WFP Leadership Framework
REASONABLE ACCOMMODATION
WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global.inclusion@wfp.org
NO FEE DISCLAIMER
The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION
We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
Once your profile is completed, please apply, and submit your application.
Please make sure you upload your professional CV in the English language
Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
Only shortlisted candidates will be notified
All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.