DEADLINE FOR APPLICATIONS
17 August 2026-23:59-GMT+02:00 Eastern European Time (Kyiv)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: Protection, Gender and Inclusion 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 ensure the quality and effectiveness of WFP’s Community Feedback Mechanism (CFM) in Ukraine Country Office, and manage the implementation of CFM processes and structures that will enable it to achieve its core objectives:
- Uphold WFP’s commitments to be accountable to affected populations by helping enable participation and centralization of affected populations in WFP decision-making.
- Quickly identify and mitigate risks to both affected populations and the organization.
- Adapt programming to improve the effectiveness of WFP assistance by meaningfully engaging with affected populations.
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 be responsible for:
CFM Governance and Compliance
- Ensure compliance with corporate guidelines and standards related to CFM design and implementation, data protection, information security, confidentiality, and safeguarding throughout the feedback and complaints management process.
- Maintain an effective escalation mechanism for high-risk, sensitive and unresolved cases, ensuring timely referral and follow-up with responsible units through the adherence to Standard Operating Procedures.
- Report allegations of misconduct such as fraud, corruption, and theft to responsible focal points, in alignment with corporate policies and procedures.
- Provide support to design and implement a capacity building strategy for relevant WFP, partner staff and other stakeholders to advance core skills (active listening, stress management, case categorization and referral procedures) and to ensure compliance with SOPs, CFM guidelines and other corporate Ethics standards.
Data Quality, Management, Analysis and Learning
- Lead the systematic analysis of feedback data to identify trends, recurring issues, operational risks, and opportunities for programme improvement, ensuring findings are translated into actionable recommendations.
- Maintain and continuously improve dashboards, reports, and visualization tools to support evidence-based decision-making at country and field office levels.
- Manage the implementation of the CFM information management system, which should address the management of all feedback channels, the centralized management of data, the timely and accurate assignment and referral of cases (including sensitive cases), the receipt of referrals from partner CFMs, and loop closure with CFM users.
- Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
- Perform quality assurance of the CFM database through routine data cleaning, validation and analysis, including the systematic review, categorization and thematic analysis of qualitative feedback and free-text entries.
- Support technical working groups with relevant technical teams to translate CFM findings and trends analysis, in triangulation with other data sources, into joint recommendations and immediate course-correction.
Community Consultation for CFM
- Regularly assess user satisfaction, accessibility, inclusiveness and effectiveness of CFM channels and recommend adjustments based on community preferences and operational evidence.
- In consultation with relevant stakeholders and addressing communities’ needs and preferences, support the development, maintenance and updating CFM Standard Operating Procedures.
- Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan and the wider country-level work plan for Accountability to Affected Populations (AAP).Support efforts to build understanding of the value of AAP across all levels within WFP and externally and position the added-value of CFM by demonstrating how it contributes to people-centred programme improvement and participation of affected populations in decision making.
- Support visibility and sensitization efforts to raise awareness of the CFM among affected populations and community structures – this may involve field visits and/or representation at meetings, among other activities.
- Perform other duties as required.
To join us in saving lives, changing lives, you will have:
Education: Completion of secondary school education with a post-secondary certificate in a related area. Preferably a first university (bachelor) degree in social sciences, statistics, development economics, project management, monitoring and evaluation or related field.
Experience: Six or more years of progressively responsible relevant work experience in one of these areas: complaint and feedback mechanisms (CFM), accountability to affected populations (AAP) and/or protection in humanitarian settings. Experience in client/customer services, and information, knowledge and data management are desired. Work experience with a UN agency or international/national humanitarian organization or applied knowledge of the humanitarian and/or development sector would be an asset.
Post-secondary education can compensate for some years of experience. For example, you will be considered as eligible if you have:
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:
- Excellent customer care and communication skills, with the ability to interact professionally, empathetically and respectfully with diverse populations, including individuals in vulnerable situations.
- Strong understanding of core humanitarian standards, accountability to affected population, and community engagement practices and methodologies in the humanitarian sector.
- Advanced proficiency in Microsoft Excel, including experience working with large datasets, pivot tables, data cleaning and reporting.
- Strong qualitative analysis skills, including the processing, categorization and thematic analysis of free-text feedback.
- Ability to analyze large datasets and qualitative feedback records, and generate actionable insights and recommendations.
- Experience working with customer relationship management (CRM), case management and/or feedback management systems is highly desirable.
- Experience with data visualization tools (e.g., Power BI, Tableau) is highly desirable.
- Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.
- Strong organizational skills, attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
- Ability to always maintain a professional standard, especially during difficult or stressful interactions with CFM users and colleagues.
- Excellent training and facilitation skills, with the ability to build capacity of staff and partners on CFM procedures, case management, service standards and accountability principles is highly desirable.
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
All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.
We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.
If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.
At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.
Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.
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.