Programme Assistant (Community Feedback Mechanism), SC5
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WFP encourages female candidates and people with disabilities to apply.
WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. Selection of staff is made on a competitive basis. We are committed to promoting diversity and the principle of equal employment opportunity for all our employees and encourages qualified candidates to apply irrespective of religion or belief, ethnic or social background, gender, gender identity and disability.
ABOUT WFP
The United Nations World Food Programme (WFP) is the world’s largest humanitarian organization, 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.
JOB RELATED KEY INFORMATION
Job Title: Programme Assistant (Community Feedback Mechanism)
Duty Station: Dushanbe
Grade: SC5
Type of Contract: Service Contract
Duration: 1 Year
Vacancy Number: 828092
Date of Publication: 30 June 2023
Deadline of Application: 16 July 2023
BACKGROUND & PURPOSE OF ASSIGNMENT
WFP Tajikistan supports affected communities across the country, which includes school-based programmes, nutrition-specific and sensitive programmes and climate change adaptation and resilience-building programmes. WFP also responds to emergencies and shocks created by natural disasters, conflicts or resulting from socioeconomic crises.
The geographic scope of WFP Tajikistan operations encompasses the entirety of the country. In addition to the country office in Dushanbe, WFP has field offices located in Bokhtar, Gharm, Khorog, and Khujand to oversee operations in those specific regions.
In order to improve accountability and transparency of its programme and project activities towards its beneficiaries, WFP is establishing a country-wide community feedback mechanism (CFM) to ensure that affected populations can engage in the processes and decisions that affect their lives. The CFM is a formal mechanism for receiving information from people and communities where WFP operates and feedback can be formal captured through specific mechanisms, and processes or informal captured in an ad-hoc manner.
WFP is planning to setup multiple channels including a telephone hotline, onsite helpdesks, community outreach, and suggestion boxes. To be effective, the CFM must apply established standardized procedures for recording complaints and feedback, following up on issues, taking action and providing feedback to the complainant in a safe and dignified manner.
Given the nature of this role, which encompasses being a first responder to people calling a hotline and also managing feedback coming in from other channels, the incumbent must possess excellent customer care and communication skills, a clear and friendly attitude, a strong understanding of how to handle sensitive information, and 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 is also required. Excellent time management and language skills are critical.
KEY ACCOUNTABILITIES (not all-inclusive)
Under the direct supervision of the Senior Programme Associate focusing on accountability to affected populations and the CFM, and the overall supervision of the Research, Assessments, and Monitoring Officer, the Programme Assistant, CFM, will undertake the following responsibilities.
1. Receive and close CFM cases:
- Receive information requests, complaints, and feedback (CFM cases) through all open CFM channels that the CFM users use;
- Record, refer and close the CFM case and consent status appropriately, accurately, and in a timely manner using the standard tools available and in line with WFP’s standard operating procedure (SOP).
- Refer standard CFM cases to activity leads and responsible project team and follow-up to ensure feedback to the user is relevant and provided in a timely manner.
- For sensitive cases, including allegations of sexual exploitation and abuse (SEA) and fraud, refer CFM cases to the relevant focal point (as per the SOP) in a timely manner. Follow-up to ensure the user has received relevant and timely feedback.
- Ensure cases are received, referred, and closed according to the consent provided by the CFM user on the use of their personal data.
2. Actively apply standards and participate in the standardisation and improvement of the CFM
- Proactively identify and report to the Senior Programme Associate (who serves as the CFM manager) and WFP management when user feedback requires management intervention (when cases are sensitive and relate to issues of high risk to the beneficiary and/or WFP).
- Routinely identify and report 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 CFM tools, improvements to the data intake form, procedures on how to communicate with CFM users;
- 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 in reporting any breaches of the PDPP.
- Proactively seek guidance from the CFM team in the country, regional bureau, and headquarters as required to solve issues and apply the latest standards and guidelines.
- Conduct surveys related to CFM, if requested.
3. Support visibility of the CFM
- 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 stakeholders.
- Provide relevant data to the Senior Programme Associate to support routine reporting to share trends and updates regarding information coming from the CFM.
- Perform other duties as required.
STANDARD MINIMUM QUALIFICATIONS
EXPERIENCE:
- Minimum 5 years of relevant experience in supporting customer services, call centres or any relevant experience in monitoring systems with UN agencies, government entities, civil society or other relevant organizations or private company.
- Experience in the empowerment of communities through the provision of accessible and timely information and participation in decision-making processes and client oriented.
- Experience in data collection and analysis in emergency responses is desired.
- Experience with community-based participatory planning approaches.
EDUCATION:
- Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
KNOWLEDGE & SKILLS:
- Applies knowledge of the operator, multi-tasking in Tajik, Russian, and English interchangeably.
- 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 the 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
- Ability to coordinate across multiple stakeholders.
- Excellent communication skills.
- Familiarity with WFP and the UN system will be regarded as an asset.
- Proficiency in Windows, MS Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with the context of Tajikistan would be an advantage.
LANGUAGE:
• Required fluency (level C) in oral and written English, Tajik and Russian languages;
APPLICATION PROCESS
WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.
Request for Disability related Reasonable Accommodations:
It is important to WFP to create an accessible and inclusive workplace for everyone. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the selection and hiring process, please direct your request and inquiries to the Diversity and Inclusion team on: global.inclusion@wfp.org, cc’ing taj.careers@wfp.org. A member of the reasonable accommodation team will contact you to confidentially discuss your needs.
This email is only to be used for any disability related accessibility requirements, and not for sending the application itself. Due to volume of applications, any applications or CVs sent through this email address will not be considered as a formal application and will not receive a reply from WFP.
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WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment
