Business Support Assistant (CFM Hotline Operator), Service Contract, Level 4

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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. 

Accountability to Affected Population (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. To operationalise its commitments to AAP, WFP focuses on three key components: information provision, consultations, and complaints and feedback mechanisms (CFM). WFP provides means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner.

CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes, and raising issues of concern in a safe and confidential way. WFP has been using five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations under Strategic Outcome one which beneficiaries use to report their complaints, inquire, and provide feedback to WFP. Currently, CFM has been extended to other programmes such as Home Grown School Feeding and Resilience programmes under Strategic Outcome two. 

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
•  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
•  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
•  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
•  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
•  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
•  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
•  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
•  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
•  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
•  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
•  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
   

ORGANIZATIONAL CONTEXT

This position is based in WFP Rwanda Country Office, Kigali duty Station and the job holder will work under the direct supervision of Programme Policy Officer (Gender and Protection), the incumbent will support the WFP Rwanda Country Office (CO) to manage WFP’s toll free under strategic objective two, mainly: receive cases through the hotline (voice call and text), record in the SUGAR CRM database system and escalate for purposes of resolution. The incumbent is expected to develop and lead initiative with minimum supervision, while coordinating internally and externally with relevant colleagues and partners. 

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

Accountability to Affected Population (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. To operationalise its commitments to AAP, WFP focuses on three key components: information provision, consultations, and complaints and feedback mechanisms (CFM). WFP provides means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner.

CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes, and raising issues of concern in a safe and confidential way. WFP has been using five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations under Strategic Outcome one which beneficiaries use to report their complaints, inquire, and provide feedback to WFP. Currently, CFM has been extended to other programmes such as Home Grown School Feeding and Resilience programmes under Strategic Outcome two. 

KEY ACCOUNTABILITIES (not all-inclusive)

• Collaborate with CFM database Manager in operating and managing WFP Hotline by receiving, answer, record, respond to, escalate and manage incoming calls and text messages from beneficiaries and other stakeholders. 
• Clearly translate a complaint from the local language into written English
• Categorize, analyze, screen and consolidate information about complaints and feedbacks to subsequent actions; 
• Record the incoming complaints, enquiries, and feedbacks into the customer relations management database system (Sugar CRM). 
• Continuously update the system by recording action taken and facilitating close out of cases resolved once feedback is provided to beneficiaries
• Assign all issues which require investigation to the respective CFM focal point staff after the screening process in line with the escalation matrix
• Interact with relevant units within WFP Rwanda CO to follow up on complaints in consultation with complaints and feedback team. Follow up with the response of feedback and complaints and facilitate timely closure. 
• Provide information to beneficiaries in response to enquiries regarding WFP programme and services.
• Provide regular updates, information summaries and periodic reports to Programme Policy Officer (Gender and Protection) and programme managers. 
• Compile and escalate sensitive complaints like harassment, SEA, abuse, exploitation and categorize in line with the standard operating procedures
• Facilitate caller satisfaction surveys to gauge effectiveness of the hotline.
• Contribute to the development of standardized key messages, necessary to facilitate first-case-resolution for common queries in all coordination with all relevant units.
• Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end including related information.
• Keep updated on WFP programmes and service delivery as well as needs of beneficiaries and target group/priority beneficiaries.
• Contribute to the roll out of the hotline through community sensitization initiatives.
• Strict adherence to WFP procedures/policies and humanitarian principles. 
• Take part in the protection advocacy and promotion activities of WFP
• Perform any other duties as required by the supervisor.
 

STANDARD MINIMUM QUALIFICATIONS

Education:
Completion of University degree/diploma in communications, education, business administration, social sciences, or any related fields; development studies or management is desirable.
Experience:
•    At least two to three years of programme related experience. Customer service and community engagement experience is an added advantage. 
Competencies:
•    Strong analytical, writing and communication skills with excellent database management, computer literacy and reporting skills; 
•    Well organized with a demonstrated customer service attitude and relationship building, ability to work with minimal supervision, eager to learn and motivated to work in humanitarian field.
Language:
Excellent English writing and communication skills. Fluency in Kinyarwanda is essential.

TERMS AND CONDITIONS

•    The World Food Programme DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS.
•    WFP embraces diversity and equal opportunity. We are committed to building a team that celebrates diversity and inclusivity in all ways. 
•    All employment is decided on the basis of qualifications and merit.

DEADLINE FOR APPLICATIONS

Deadline for submitting the online application is on the 9th of May 2021

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Female applicants 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.