Programme Policy Officer (Hotline Manager) – NOA (Fixed Term) – Maputo, Mozambique

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

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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

Endorsed by the Humanitarian Cluster Team (HCT) and in coordination with the Protection Cluster, WFP established Linha Verde da Resposta a Emergencia (1458), an inter-agency, tollfree hotline, as part of the humanitarian response’s commitment to protection against sexual exploitation and abuse (PSEA) and accountability to affected populations (AAP) for Cyclones Idai and Kenneth as well as the armed insurgency in Cabo Delgado Province. Linha Verde 1458 is operated from a third-party call centre based in Maputo, providing hotline services 7 days a week from 6am to 9pm, ensuring 50% female operators are on call at all times, and that language capacity covers Portuguese and the main local languages spoken in the affected locations. A two-way communication channel, the community feedback
mechanism (CFM) is designed to promote informed decision making, improve the quality of programming and strengthen the affected population’s understanding of their rights and responsibilities related to ongoing humanitarian interventions. Through an online platform Linha Verde 1458 refers cases that require targeted action or additional clarification to focal points across the humanitarian operation while seeking to ensure maximum levels of first case resolution during calls, where operational information has been pre-emptively shared by humanitarian actors.

JOB PURPOSE

WFP is seeking an experienced national project manager with a strong background and understanding of Protection and Accountability to Affected Populations (AAP), data analysis and management to lead the operations of the inter-agency tollfree hotline. The selected candidate is expected to have strong relationship management skills and experience of working with government and within humanitarian coordination fora as well as a demonstrable background in capacity building to stakeholders at different levels.

KEY ACCOUNTABILITIES (not all-inclusive)

Management of a common Community Feedback Mechanism (CFM) – Linha Verde 1458:

1. Maintain the steering committee of Linha Verde updated on operational highlights and challenges, engagements with inter-agency platforms including the ICCG, Protection cluster, CEWG and the Government.
2. Attend meetings of and work closely with the Community Engagement Working Group (CEWG), Protection Cluster, Gender Based Violence (GBV) and Child Protection sub-clusters to ensure coordinated referral mechanisms for victim services; Liaise closely with focal points of other relevant clusters to ensure clarity of actions and up to date information is available for effective two-way communication.
3. Work with CEWG and Protection cluster partners to establish action plans for strengthening awareness of Linha Verde and centralized coordination of issues raised through different Community-based Complaints Mechanisms (CBCMs)
4. Develop strong relationships with reporting partners to ensure management and feedback of information gathered by Linha Verde 1458 is captured and documented.
5. Support the strengthening of the Linha Verde 1458’s ability to promote and enhance Accountability to Affected Populations through the provision of timely, accurate, and relevant information sharing, and in particular through the documentation of impact.
6. Maintain quality assurance of case capturing and referrals to focal points, receiving cases and closing the feedback loop.
7. Liaise with Linha Fala Crianca (Mozambique’s children’s hotline) on child protection issues raised regarding the humanitarian response.
8. Comply with and uphold personal data protection standards in all case handling, including raising awareness among focal points and humanitarian partners.
9. Ensure understanding among engaged humanitarian partners and focal points of case handling protocols, providing training in application of SOPs and ensuring that feedback is provided to any complainant or victim in a timely manner, ideally no later than two weeks.
10. In the case of staff misconduct refer cases to relevant institutional or NGO focal points tasked with addressing such issues for immediate action and follow up to ensure that issues have been addressed and actions taken to inform the complainant.

11. Manage PSEA case handling in accordance with the PSEA network SOPs ensuring sensitive handling of the report, effective capturing of data, and confidential referral of cases to relevant PSEA focal points via the PSEA network assuring compliance with data protection measures. Advocate with PSEA Network focal points to ensure that their human resources personnel include updated of GBV and PSEA contact lists and referral guidance. Where required, support implementing partners to ensure Sexual, Exploitation, and Abuse (SEA) procedures and capacities are in place.
12. Liaise with Government counterparts, including INGC, MGCAS, INAS, and MISAU among others as relevant to build local buy-in on the application of the mechanism and collaboration on timely case handling and information provision as relevant, for example in the case of rapid onset emergencies (for example natural disasters); handling of GBV and child protection issues; social protection and Covid-19 interventions.
13. Keep up to date on trends and good practice for effective inter-agency AAP actions including CFMs. Document and share lessons learned locally and internationally as relevant.
14. Support analysis on continued relevance of the inter-agency mechanism and as relevant support the transition of the mechanism to a more sustainable setup.

Call Centre Management:

15. Manage the contractual relationship with the call centre, ensuring necessary staffing, relevant shift patterns and that technical commitments are complied with.
16. Ensure call centre staff are aware of the existing multiple entry points for reporting complaints based on their nature (e.g. gender-based violence, protection against sexual exploitation and abuse);
17. Train call centre staff on their roles and responsibilities on complaint handling. Ensure that once complaint/ feedback is received, all materials pertaining to the complaint/feedback are handled strictly in line with the Linha Verde 1458 SOPs and targeted case handling guidance.
18. Oversee staff in receiving and assessing incoming complaints and feedback, maintain a database to store relevant information on incoming information, monitor, and track the status of each case in the database to ensure that all necessary steps are taken.
19. Immediately refer complainants or survivors (in cooperation with GBV Sub-Cluster/ Child Protection Sub-Cluster) to the victim/survivor assistance mechanisms so that they can receive medical, psychosocial, legal and/or material support. If a victim assistance mechanism is not yet in place, ensure that the Focal Points should facilitate access to such support outside the area of operation.

Monitoring, Evaluation and Learning (MEL):

20. Share anonymized data analysis on CFM trends with relevant humanitarian actors, e.g., the inter-cluster coordination group (ICCG), HCT, humanitarian clusters, and other partners to ensure that data presented is useful and applicable to effective decision making and strengthened interventions.
21. Track all community feedback related activities for the network and ensure that information on CFM-related activities is shared with relevant persons in and outside of the Protection cluster and CEWG.
22. Collect lessons learnt and good practices and facilitate knowledge sharing among the WFP and cluster network.
23. Perform any other duties as may be assigned.

STANDARD MINIMUM QUALIFICATIONS

Education: One-year postgraduate relevant professional experience with a master’s degree in law, International Relations, Political Science, Development Studies and Planning, or a related field from an accredited academic institution with four years of relevant professional experience; or a university degree in the above fields with five years of relevant professional experience.
Experience: • Work experience in a humanitarian setting with relevant professional experience in the field of CFM, protection, gender-based violence, staff misconduct and discipline, gender mainstreaming, and/or humanitarian affairs.
• Experience working in other inter-agency coordination mechanisms or processes.
• Experience working in humanitarian emergencies.
• Experience working with beneficiary data, data protection measures, and data analysis is an advantage
• Background in AAP and/or complaint and feedback mechanisms is an advantage.
• Experience working in the region that is recruiting is an advantage.
Languages: Fluency in both oral and written communication in both English and Portuguese languages

WFP LEADERSHIP FRAMEWORK – OUR BEHAVIOUR MATTERS

Leads by Example with Integrity
Lives WFP values and shows humanity and integrity by role modelling care for others

Drives Results and Delivers on Commitments
Delivers on commitments and adapts readily to change

Fosters Inclusive and Collaborative Teamwork
Is inclusive and collaborative, and contributes to a culture of learning and personal growth

Applies Strategic Thinking
Demonstrates commitment to gather perspectives, analyse options and risks, and propose new ways of doing things

Builds and Maintains Sustainable Partnerships
Builds and nurtures external partnerships & collaborates with partners to deliver common objectives

FUNCTIONAL CAPABILITIES

DESIRED KNOWLEDGE & SKILLS FOR THE ROLE

• Proven knowledge of the subject area and experience working on CFM, particularly good practices in inter-agency initiatives;
• Strong knowledge of key national and regional contexts and issues;
• Quantitative and qualitative analytical skills;
• Ability to produce high-quality written outputs in the working language.
• Understanding of basic principles of stakeholder engagement with government and other counterparts at the national or local level, including the humanitarian cluster system
• Appetite for exploring and experimenting with new ideas and approaches.
• Ability to work independently in a timely and organised manner;
• Ability to work as part of a team, participating in open dialogues and valuing diverse opinions of others, regardless of gender, culture, background, experience, or country assignment.
• Aptitude for managing, guiding and empowering teams.
• Moderate to proficient computer literacy.
• Familiarity with WFP’s mandate, Country Strategic Planning process, intervention modalities, programme and project lifecycle tools, implementation, monitoring, and evaluation desirable.

TERMS AND CONDITIONS

This position is applicable to Mozambican Nationals Only

Position Title: Programme Policy Officer (Hotline Manager)

Contract Type: Fixed Term

Grade Level: NOA

Duty Station: Maputo, Mozambique

DEADLINE FOR APPLICATIONS

27th February 2023

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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

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.

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