Programme Officer – Community Feedback Mechanism (CFM) SC-8, Kyiv, Ukraine

🚩 Vacancy Announcement n°: 175745

📢 Job Title: Programme Officer – Community Feedback Mechanism (CFM)

📌Type of Contract: Service Contract, SC-8

➡️ Unit / Division: Programme/ WFP Ukraine

📍Duty Station: Kyiv, Ukraine

➡️ Duration: 06 months, renewable

⏰ Closing date: Tuesday, 25th October 2022 midnight (Ukraine Time)

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.

To learn more about WFP, visit our website and follow us on social media to keep up with our latest news: LinkedIn, Instagram, Facebook, Twitter.

What will you do in this position?

The WFP Community Feedback Mechanism is designed primarily to operationalise WFP’s Accountability to Affected Populations(AAP), and more broadly to support the overall operations in its attempt to be more transparent and accountable to all stakeholders, including affected populations, partners, governmental and non-governmental entities, and donors. In order to ensure effective complementarity between the WFP CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes.

WFP’s CFM is one channel through which WFP communicates with stakeholders, and is a mechanism through which individuals or groups can raise questions, share feedback or flag a complaint. WFP stakeholders include: affected populations, WFP, cooperating partners, third party monitors, government representatives and service providers (for e.g. contracted transporters). To ensure effectiveness, WFP’s CFM is established in line with WFP corporate guidance on functional CFMs and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption and quality issues.

Please note, in WFP feedback is an overarching term to include a community or feedback provided by an individual or a group of people. Feedback can be formal (captured through specific mechanisms, processes) or informal (captured in an ad-hoc manner). All feedback requires the feedback loop to be closed. This can only be achieved once the individual or group of people who submitted the feedback has expressed satisfaction with the action. A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, of WFP or a partner organisation, or their employees. It is a criticism that expects a reply and would like things to be changed. In the context of this policy, a complaint is an external grievance made against WFP or a partner or any of its employees where the organisation has allegedly made mistakes, acted wrongfully, breached the codes to which WFP subscribes or failed to meet a commitment. Feedback relates to an expression of concern, a statement of thanks or appreciation, or a sharing of a question or suggestion.

WFP seeks a CFM Manager to manage the day-to-day operations and strategic direction of the CFM. The CFM Manager:

• Will receive the appropriate training to conduct their work in a professional manner.
• 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, apply and conduct relevant trainings.

The CFM Manager reports to the Head of Protection, Gender, and AAP Unit.

Why work with us?

The war in Ukraine has left an estimated one in three families without enough food, rising to one in two in some areas of the East and South. More than 6 million Ukrainians have been internally displaced and more than 6 million have left the country. Many of those who remain have lost their livelihoods, especially in areas close to the front lines. Millions who fled their homes to the country’s West are preparing for long-term internal displacement. Many who have returned to liberated areas around the capital, Kyiv, are struggling to rebuild their lives, having run out of money or found their homes reduced to rubble.

WFP is quickly scaling up to support 4.7 million people per month inside Ukraine, using a flexible mix of food and cash assistance. We support people wherever they are, including in areas close to the front line.

This is an opportunity for an exciting and challenging Programme Officer role in a multi-cultural, hardworking, fun and interdisciplinary Programme team. In addition, we offer:

➡️ Meaningful and impactful careers:

Our day-to-day work makes a difference in the lives of the people we serve

➡️ Continuous learning and training:

We provide learning tools for our staff to continually develop their careers

➡️ Multicultural and stimulating work environment:

We encourage gender and cultural diversity to make our teams stronger

Join us to make a difference in Ukraine, watch this video to know more about us!!

How can you make a difference?

The CFM Manager is responsible for the day-to-day implementation and functionality of the CFM in line with the corporate CFM Standardisation Guidance, including the management of CFM employees, the demonstrated functionality of the CFM, the overall information management system, and the meeting of all deliverables. The CFM Manager must demonstrate the ability to problem solve, coordinate and collaborate with internal and external stakeholders, manage data, manage difficult employees and/or situations, remain calm in a crisis and to represent the CFM in meetings.

In this position, you will have to:

General responsibilities:

• Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes.
• Ensure the CFM adheres to the minimum requirements for a functioning CFM as outlined in the corporate CFM Standardisation Guidance.
• Ensure the CFM has value add by demonstrating the CFM contributes to programme improvement and participation of affected populations in decision making.
• Provide technical support and assist in the development and implementation of various activities and processes within the specific area of work supporting alignment with wider programme policies and guidelines.
• Provide project management support to specific and/or defined programmes to ensure the various CFM activities are performed within the established targets and in adherence to WFP’s policies and procedures.
• Within the specific area of responsibility, prepare a range of reports and data analysis and highlight trends/issues, ensuring deliverables and adherence to corporate standards and quality control in order to advance the AAP agenda.
• Provide the tools, training, and resources to enable the high-quality performance of CFM employees in line with SOPs and WFP’s Guide to Personal Data Protection and Privacy (PDPP), conducting performance management as required.
• Build understanding of the value of AAP across all levels within WFP, and as required externally.
• Act as a point of contact for resolution of a range of operational queries and problems within a specific technical area of responsibility.

Specific Responsibilities:

• Ensure effective management and operation of a functional CFM in line with SOPs, minimum requirements (programmatic and technical) and the PDPP.
• Ensure the appropriate staffing structure to maintain a functional CFM. If required, advocate for more resources (human, operational) to ensure the CFM maintains functionality and effective.
• Develop, maintain and update, and ensure adherence to, all CFM standard operating procedures. Ensure the CFM feeds into the CO’s Community Engagement Strategy and supports the timely communication of programmatic adjustments and articulation of loop closure to affected populations oce.
• Develop and oversee the implementation of a CFM information management system, strategy and SOPs, including the management of all feedback channels, the centralized management of data (including programmatic updates), the timely and accurate referral of cases (including sensitive cases and allegations of sexual exploitation and abuse and fraud), the receipt of referrals from partner CFMs, and loop closure. This process may require the digitization of non-digital feedback (e.g. handwritten feedback) and the capturing of informal feedback.
• Production and dissemination of timely, accurate information and data on trends, needs, priorities of affected populations and the demonstrated impact of the CFM.
• Support in the recruitment of relevant CFM positions.
• Build the capacity of CFM employees and effectively manage their performance, ensuring duty of care and adherence to the code of conduct and oath of confidentiality. Ensure quality assurance throughout every stage of the data flow, ensuring updates to the system as required.
• Design key performance indicators (KPI) for operators (eg time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day). Manage performance to ensure adherence to these KPIs.
• Ensure appropriate coordination within the CFM team and other relevant internal or external actors for the effective functioning of the CFM. Maintain regular communication with WFP Programme team to ensure any programme changes are captured, so CFM Operators have access to the latest, most accurate information, processes and procedures.
• Conduct regular CFM team meetings and regularly represent the findings of the CFM to senior management, as well as in relevant meetings. Address emerging concerns and informing the Head of Unit of them.
• Design and conduct training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. Provide technical and language support to the CFM Operators as per their requirement.
• 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.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
• 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.
• 100% of monthly, quarterly, annual reports on CFM prepared.
• Zero breach of code of conduct.
• To the satisfaction of the Supervisor: a demonstrated ability to learn quickly, follow procedures, and act professionally at all times.
• 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.
• Effective stakeholder engagement demonstrated through the functionality and effectiveness of the CFM.

Desired Experience:

• Applied knowledge and skills of client services management at a higher level with UN or International Organization.
• Applied knowledge of CRM, multi-tasking in at least two languages inter-changeably.
• Applied knowledge of the humanitarian, development and/or peace building architecture.

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

Education: Completion of first Degree, preferably in Social Sciences, Public Administration, Governance & Public Policy, International Relations, or development studies. A Masters degree holder will have added advantage.

Experience: A minimum of five years' experience in client/customer services functions including previous experience with an international organisation. Work experience with a UN or other International Organization’s call centre would be an asset.

Knowledge & Skills:

• Excellent customer care and communication skills, a clear and friendly attitude, the ability to follow instructions.
• Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills, ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment.
• Excellent time management and language skills.
• Demonstrated team management and performance management skills, as well as information management skills.

Language: Fluency (level C) in both in English and Ukrainian languages.

Before you apply…

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 an inclusive work environment in which diversity is valued and where no form of discrimination is tolerated. We aim to achieve parity in our teams in Ukraine. Qualified female applicants are especially encouraged to apply. CV and cover letter must be submitted in English language.

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.

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