ACCOUNTABILITIES/RESPONSIBILITIES:
Under the overall guidance and supervision of the Head of Research, Assessment and Monitoring, the Programme Associate (Community Feedback Mechanism and Monitoring) has primary responsibility for ensuring the day-to-day implementation and functionality of the CFM, including the information management system, the quality assurance of CFM information and case management, and the meeting of all deliverables. The position will have the following responsibilities:
Community Feedback Mechanism:
Ensure the CFM adheres to WFP corporate requirements for a functioning CFM as outlined in the relevant corporate guidelines.
In consultation with relevant stakeholders and addressing communities’ needs and preferences, support to develop, maintain, and update CFM Standard Operating Procedures. These should address steps, requirements, roles and responsibilities for information intake and analysis, case action and resolution, as well as the information management and quality assurance structure.
Oversee the implementation of the CFM information management system, which should address the management of all feedback channels, the centralized management of data, the timely and accurate assignation and 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 with CFM users.
Oversee feedback documentation and case management processes and ensure the quality of the service provided to CFM users through the adherence to Standard Operating Procedures.
Report allegations of misconduct such as sexual exploitation and abuse (SEA) and fraud, corruption, and theft to responsible focal points, in alignment with corporate policies and procedures.
Support visibility and sensitization efforts to raise awareness of the CFM among affected populations and community structures – this may involve field visits and/or representation at meetings, among other activities.
Within the specific area of responsibility, prepare and disseminate accurate information and data on trends, needs, priorities of affected populations in a timely manner and support the CO discussion on trends and issues coming from CFM to demonstrate the impact of the CFM.
Support technical working groups with relevant technical teams to translate CFM findings and trends analysis, in triangulation with other data sources, into joint recommendations and immediate course-correction.
Provide support to design and implement a capacity building strategy for relevant WFP, partner staff and other stakeholders to advance core skills (active listening, stress management, assignment of case category) and to ensure compliance with SOPs, CFM guidelines and WFP's Prevention of Sexual Exploitation and Abuse (PSEA) procedures and other corporate Ethics standards.
Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan and the wider country-level strategy for Accountability to Affected Populations (AAP).
Support to build understanding of the value of AAP across all levels within WFP and externally and position the added-value of CFM by demonstrating how it contributes to people-centred programme improvement and participation of affected populations in decision making. Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management. Always maintain a professional standard, especially during difficult or stressful interactions with CFM users and colleagues.
Carry out other tasks as required.
Monitoring
Support the preparation of routine and ad-hoc monitoring reports, analytical notes, creative report/ policy briefs, and evidence products in line with organizational standards.
Assist in cleaning, managing, and analysing quantitative and qualitative monitoring data.
Provide support in the design and execution of monitoring tools and methodologies (e.g., checklists, surveys, feedback trackers, field monitoring frameworks) aligned with project objectives and indicators.
Carry out other tasks as required.
The Programme Associate (Community Feedback Mechanism and Monitoring) will receive and apply the necessary training to conduct their work in a professional manner, in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity, and in compliance with WFP’s code of conduct and confidentiality oath.
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education:
Completion of secondary school education with a post-secondary certificate in a related area. Preferably a first university (bachelor) degree in social sciences, statistics, development economics, performance management, monitoring and evaluation or related field.
Experience:
At least 6 years’ relevant work experience. Work experience in Protection in humanitarian settings, communications, client/customer services and information management are desired. Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace building architecture CFM would be an asset.
Knowledge & Skills:The following knowledge and skills are required:
Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to give clear instructions.
Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
Excellent team management and performance management skills.
Attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
The following knowledge and skills are desired:
Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.
Experience with statistical software (e.g., SPSS, STATA, R, NVIVO, ATLAS TI, or similar tools) will be considered an asset.
Languages:
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The World Food Programme is the food assistance branch of the United Nations and the world's largest humanitarian organization addressing hunger and promoting food security.
