Programme Assistant (Protection, AAP & CFM)- SC5- Gaza

DEADLINE FOR APPLICATIONS

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 extreme weather shocks.

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, Programme

📍 Duty Station: Gaza, Palestine

➡️ Duration: 12 months (renewable)

The position is only open to nationals or residents with a legal permit/ID to work in Gaza.

❗You are required to fill in all mandatory fields on Workday in English and upload your English CV as an attachment. Your application would be otherwise disqualified.

What will you do in this position? 

The incumbent will support the implementation of protection, gender and Accountability to Affected Populations (AAP) mainstreaming across WFP Gaza programmes, ensuring that protection principles are operationalized in planning, implementation and monitoring. The role will provide technical guidance to cooperating partner helpdesk staff and support the management of feedback received through Community Feedback Mechanism (CFM) channels, including its documentation, referral, follow-up and closure. It will also support community consultations, CFM data analysis and reporting, and the use of findings by relevant activity leads. To support the effective functioning of WFP’s CFM in Gaza and promote timely, consistent and documented responses to feedback from affected populations, in accordance with WFP procedures and corporate standards.

Why work with WFP Palestine? 

For decades, Palestine has been facing a protracted and complex protection and humanitarian crisis. The humanitarian situation worsened alarmingly after an upsurge in violence from October 2023.

WFP, through our dual mandate in humanitarian and development, provides life-saving food assistance to the most vulnerable and food insecure non-refugee Palestinians.

WFP provides logistics support to humanitarian and development partners, allowing them to reach more people faster, and at a lower cost to donors and the environment. By offering our cash-based transfer platform to the wider humanitarian and development community, coordinating logistics, and developing an inter-agency common feedback mechanism, WFP contributes to wider humanitarian efforts.

At WFP Palestine, we offer a wide range of benefits and entitlements 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 (reviewed on quarterly basis)

✅ Annual leave - 30 days per year

✅ 16 weeks of parental leave for birth mothers and 4 weeks of parental leave for non-birth parent

✅ Learning & development opportunities

How can you make a difference?

Under the supervision of the Protection Policy Officer, the Programme Assistant (Protection, AAP & CFM) will support the day-to-day implementation and quality assurance of WFP’s CFM in Gaza:

Community Feedback Mechanism implementation and quality assurance

• Support the implementation of WFP CFM procedures and quality standards across WFP supported programmes in Gaza
• Provide technical guidance to cooperating partner helpdesk staff on feedback intake, categorization, documentation, referral, follow-up, confidentiality and communication with CFM users.
• Monitor partner helpdesk operations through field visits and review of feedback records; identify quality or access issues and follow up with the supervisor and relevant partner focal points.
• Support the maintenance and updating of CFM procedures, referral information, escalation arrangements and related tools.
• Coordinate with relevant WFP teams and cooperating partners to support consistent handling of feedback received through CFM channels.

Feedback management, follow-up and referrals

• Support the accurate and timely registration, categorization, documentation and routing of feedback in SugarCRM and other approved CFM tools.
• Review open CFM cases, identify pending actions and coordinate follow-up with relevant WFP activity leads and focal points.
• Track responses and actions in SugarCRM to support timely case resolution and closure of the feedback loop.
• Contact feedback providers, as required, to acknowledge feedback, seek clarification, provide an approved response or update, and document the follow-up.
• Facilitate internal referrals to relevant WFP activity leads and external referrals to service providers, in line with established pathways, confidentiality requirements and consent procedures.
• Escalate sensitive or urgent feedback, including safeguarding, PSEA or other misconduct allegations, through designated WFP reporting channels and in accordance with applicable procedures.

Community consultation and CFM channels

• Support community consultations to gather feedback on people’s experiences, needs and preferences in relation to WFP’s CFM.
• Compile and share consultation findings on the accessibility, relevance and use of CFM channels with the supervisor and relevant teams.
• Support the identification of gaps in existing CFM channels and contribute to assessing options for introducing or adapting channels in response to community feedback and operational requirements.

Data analysis, reporting and programme learning

• Extract, compile and conduct routine quality checks on CFM data in SugarCRM, in line with assigned access rights and data-protection requirements.
• Support the analysis of feedback data to identify recurring issues, emerging trends, access barriers and follow-up requirements.
• Triangulate CFM findings, as appropriate, with other available monitoring and consultation information.
• Support the preparation of periodic CFM reports, summaries and analytical products, including the compilation and presentation of relevant data and findings.
• Support relevant activity leads to interpret CFM findings and translate trends into appropriate follow-up actions, operational adjustments and programme learning.
• Support the drafting and updating of frequently asked questions (FAQs) and community messages based on recurring questions, complaints, feedback trends and programme updates, in coordination with relevant
• colleagues.
• Track agreed follow-up actions and provide updates on their status to the supervisor and relevant focal points.

Capacity strengthening and coordination

• Support the preparation and delivery of training, briefings and on-the-job guidance for cooperating partner helpdesk staff and other relevant personnel.
• Strengthen partner staff capacity in feedback intake and classification, active listening, safe referrals, confidentiality, data protection and feedback-loop closure.
• Coordinate with WFP programme teams and cooperating partners to obtain accurate programme information, support case follow-up and facilitate appropriate responses to feedback.
• Contribute to community engagement and AAP activities, as assigned by the supervisor.

Protection, safeguarding and ethical conduct

• Apply protection principles, maintain confidentiality and communicate respectfully in all interactions with affected populations and partner staff.
• Handle personal and sensitive information in accordance with WFP data-protection requirements and established procedures.
• Immediately report safeguarding, PSEA or other misconduct concerns through designated WFP reporting channels.
• Support awareness of available CFM and reporting channels among affected populations and cooperating partner staff, as assigned.

Other

• Perform other related duties as required by the supervisor to support WFP’s protection and AAP objectives.

To join us in saving lives, changing lives, you will have

EDUCATION:

Completion of secondary school education. A post-secondary certificate or diploma in social sciences, social work, community development, international development, protection, human rights, gender studies, communications, information management, public administration or customer service is desirable. 

EXPERIENCE:

• Five (05) or more years of progressively responsible work experience in humanitarian programme implementation, community engagement, protection, accountability to affected populations, feedback and complaints handling, or client services.
• Experience supporting community feedback mechanisms or helpdesk operations, following up on feedback and complaints, coordinating referrals, or strengthening partner capacity is desirable.
• Experience with case tracking or CRM systems, data extraction and basic analysis, reporting on feedback trends, and supporting community consultations is an asset.
• Experience working with UN agencies or international NGOs in emergency or conflict-affected contexts is an asset.

Knowledge and Skills:

• Knowledge of AAP principles, CFM procedures, feedback-loop closure and safe referral practices.
• Ability to document, categorize and track feedback accurately and follow up on assigned actions.
• Familiarity with data extraction, quality checks, basic analysis and reporting.
• Ability to support training, briefings or on the job guidance for staff or partners.
• Proficiency in office software; experience using SugarCRM or other CRM and feedback-management systems is an asset.
• Uses tact and courtesy to give and receive information from a wide range of individuals.
• Ability to identify data discrepancies and raise issues requiring attention.
• Ability to complete routine processes with minimal supervision and seek guidance on sensitive or complex cases.

LANGUAGE:

Fluency in Arabic and English, spoken and written, is essential.

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.