Details
Mission and objectives
The World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience.
Context
WFP seeks a Community Feedback Assistant to be a community-facing communication focal point that receives, logs and refers to feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). The Community Feedback Assistant
Will receive the appropriate training to conduct their work in a professional manner, including training to register cases on WFP’s corporate system for feedback management (SugarCRM or CO solution for feedback management).
• Is 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 Community Feedback Assistant reports to the Monitoring Associate
Will receive the appropriate training to conduct their work in a professional manner, including training to register cases on WFP’s corporate system for feedback management (SugarCRM or CO solution for feedback management).
• Is 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 Community Feedback Assistant reports to the Monitoring Associate
Task description
Under the overall guidance and supervision of the CFM Team Leader and to support the implementation of a functional CFM, the Community Feedback Assistant 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.
• Support AAP activities through community feedback collection and documentation, referring sensitive cases through established reporting channels, and participating in relevant meetings as requested by the supervisor.
• Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress.
• Support an environment of transparency and accountability by:
o Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and,
o 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 Team Leader 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.
• 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.
• Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required.
• Contribute to the CFM progress and performance reporting by providing inputs.
• Pro-actively seek guidance from the CFM Team Leader 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.
• 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.
General responsibilities:
• Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes.
• Support AAP activities through community feedback collection and documentation, referring sensitive cases through established reporting channels, and participating in relevant meetings as requested by the supervisor.
• Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress.
• Support an environment of transparency and accountability by:
o Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and,
o 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 Team Leader 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.
• 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.
• Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required.
• Contribute to the CFM progress and performance reporting by providing inputs.
• Pro-actively seek guidance from the CFM Team Leader 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.
• 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.
At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.