By continuing to browse this site, you agree to our use of cookies. Read our privacy policy

Programme Officer (Complaints & Feedback Mechanism) - Short Term Professional, P3, Sana'a , Yemen

Sanaa

  • Organization: WFP - World Food Programme
  • Location: Sanaa
  • Grade: Mid level - P-3, International Professional - Internationally recruited position
  • Occupational Groups:
    • Project and Programme Management
  • Closing Date: Closed

.

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.

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 lifetimes.  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.

ORGANIZATIONAL CONTEXT

The humanitarian crisis in Yemen remains the worst in the world. An estimated 80 percent of the population approximately 24 million people, require some form of humanitarian or protection assistance, including 14.3 million people who are in acute need.

At least 50 percent of the population is estimated to be living in poverty.  WFP currently aims to save lives and protect livelihoods in emergencies, and specifically increase food consumption through the scale-up of life-saving emergency food assistance (particularly among the most food insecure population), as well as to expand coverage of nutrition interventions.

STANDARD MINIMUM QUALIFICATIONS

Education:

Experience:

Advanced University degree in International Affairs, Economics, Social Sciences or other field relevant to international development assistance, or First University Degree with additional years of related work experience and/or trainings/courses

At least 5 years of postgraduate progressively responsible professional experience in management of Complaints and Feedback Mechanism including 2 years’ experience in developing and maintaining accountability and learning activities with solid experience in the overall management of hotline  as well as high independence and decision making authority;

Experience of working in difficult security environments;

Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality

Language:

                                  Fluency In English is essential and know ledge of Arabic is desirable 

JOB PURPOSE

Position Overview

  • Programme Policy Officer - Complaints and Feedback Mechanism (CFM) will be responsible for ensuring mechanisms are in place in WFP Yemen Operations to strengthen the quality and accountability of emergency response.
  • CFM Officer will be the primary support person, will build capacity and, crucially, will manage and maintain the WFP Yemen CFM.
KEY ACCOUNTABILITIES (not all-inclusive)

Under the direct supervision of the Programme Policy Officer (Protection) and in collaboration with the Field Coordinator, the incumbent will;

•Oversee, manage and improve established beneficiary complaints and feedback/accountability mechanism.

•Prepare and disseminate reports on the cases registered through the CFM system.

•Provide timely feedback to Management, Programme, Supply Chain and Field Office teams on complaints and concerns raised by communities on project activities.

•Maintain an effective system for recording all complaints resolved and pending issues including correspondences and other related documents for quick and easy reference.

•Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries and WFP staff.

•Analyze data and submit internal and accurate reports to the concerned managers on weekly basis.

•Conduct regular spot-checks of beneficiary awareness on the CFM procedures.

•Establish a system of referral for follow-up or protection, critical complaints and follow-up on status progress of referred cases.

•Liaise with relevant field offices and internal WFP units for closure of all complaints within the established time frame.

•Regularly communicate with beneficiaries to provide feedback to their complaints.

•Ensure that confidentiality of complaint data is maintained at all times.

•Ensure follow up on decisions taken.

•Build staff awareness and commitment to complaints mechanism, ensuring that all SOPs are respected

DELIVERABLES AT THE END OF THE CONTRACT
  1. Establishment and management of the Complaints and Feedback Mechanism for all WFP Yemen Activities.
  2. Management of the hotline system. Reporting and Referrals for follow-up.
  3. Represent WFP Yemen in relevant forums and working groups at country level
4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

  • Understand and communicate the Strategic Objectives : Utilizes understanding of WFP’s Strategic Objectives to communicate linkages to team objectives and work.
  • Be a force for positive change : Proactively identifies and develops new methods or improvements for self and immediate team to address work challenges within own work area.
  • Make the mission inspiring to our team : Identifies opportunities to further align individual contributions with WFP’s mission of making an impact on local communities.
  • Make our mission visible in everyday actions : Helps colleagues to see the link between their individual tasks and the contributions of their unit’s goals to the broader context of WFP’s mission.

People

  • Look for ways to strengthen people's skills : Is able to identify, support and encourage focused on-the-job learning opportunities to address gaps between current skillsets and needed future skillsets for WFP.
  • Create an inclusive culture : Recognizes the contributions of teammates, and encourages contributions from culturally different team mates to recognise the value of diversity above and beyond just including it in programming for beneficiaries.
  • Be a coach & provide constructive feedback : Provides and solicits ongoing constructive feedback on strengths and development opportunities to help develop individual skills, whilst also helping others identify areas for improvement.
  • Create an “I will”/”We will” spirit : Sets clear targets for self and others to focus team efforts in ambiguous situations (e.g., unprecedented issues and/or scenarios)

Performance

  • Encourage innovation & creative solutions : Thinks beyond team’s conventional approaches to formulate creative methods for delivering food aid and assistance to beneficiaries. 
  • Focus on getting results : Maintains focus on achieving individual results in the face of obstacles such as volatile or fragile environments and/or organizational roadblocks.
  • Make commitments and make good on commitments : Takes personal accountability for upholding and delivering upon team’s commitments and provides assurance to stakeholders.
  • Be Decisive : Demonstrates ability to adjust to team’s plans and priorities to optimize outcomes in light of evolving directives, while also responding quickly in high-pressure environments, such as in emergency settings.

Partnership

  • Connect and share across WFP units : Demonstrates an understanding of when and how to tactfully engage other units in conversations on impact, timing, or planning
  • Build strong external partnerships : Networks regularly with key external partners using formal and informal opportunities to understand each partner’s unique value proposition, and to build and strengthen relationships  
  • Be politically agile & adaptable : Demonstrates ability to adapt engagement approach in the context of evolving partner circumstances and expectations 
  • Be clear about the value WFP brings to partnerships : Demonstrates ability to articulate to internal and external audiences the value that individual contributions and immediate teams bring to partnerships.
FUNCTIONAL CAPABILITIES

Capability Name

Description of the behaviour expected for the proficiency level

Programme Lifecycle & Food Assistance

Displays ability to identify the main hunger problem at the national or subnational level to design and implement context-specific programmes that integrate complex analysis and the full range of food assistance tools.

Transfer Modalities (Food, Cash, Voucher)

Demonstrates the ability to design, implement, monitor and provide oversight over effective and efficient programmes deploying different transfer modalities.

Broad Knowledge of Specialized areas (i.e. Nutrition, VAM, etc.)

Demonstrates the ability to interpret basic data in the context of WFP specialised fields to contribute to technical programme design, implementation and monitoring.

Emergency Programming

Displays ability to translate understanding of programme principles in emergencies and protracted conflict situations into relevant, effective, and context specific approaches

Strategic Policy Engagement w/ Government

Develops thorough recommendations using multiple inputs (e.g., government counsel, research, own experience) to strengthen national or subnational entities and government owned food and nutrition security programmes..

OTHER SPECIFIC JOB REQUIREMENTS
  • Strong understanding of ‘Accountability to Affected Population Principles’, ‘Do No Harm’ and other relevant global standards;
  • Experience of carrying out design and implementation of Complaints and Feedback Mechanisms;
  • Experience of developing and/or managing complaints reporting mechanisms for cash transfer Programme;
  • Sound analytical and conceptual skills;
  • Excellent communication skills and experience in report writing.
  • Previous experience in handling feedback mechanism;
  • Previous experience of working with NGOs or UN;
  • Proven interest and commitment to humanitarian and development principles and demonstrable understanding of conflict/peace building/post conflict contexts.
DEADLINE FOR APPLICATIONS

The closing date for this Vacancy Announcement will be 23 November 2019 

.

WFP never uses external recruitment agencies and recruitment is always free of charge. WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. The selection of staff are made on a competitive basis and we are committed to promoting diversity and gender balance. Only applicants whose profiles meet the advertised job requirements will be considered and only within the announced deadline.

Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

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.

This vacancy is now closed.
However, we have found similar vacancies for you: