Job Description
KEY ACCOUNTABILITIES/RESPONSIBILITIES:
Community Feedback Mechanism
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:
- Ensure the CFM activities adhere 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, 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.
- Ensure and disseminate accurate information and data on trends, needs, priorities of affected populations in a timely manner and lead the CO discussion on trends and issues coming from CFM to demonstrate the impact of the CFM.
- Within the specific area of responsibility, lead 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 technical support and assistance 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.
- Perform other duties 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
- Perform other duties as required.
Job Specification
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: Completion of secondary school education with a post-secondary certificate in a related functional 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 of relevant work experience. Work experience in Protection in humanitarian settings, communications, community engagement and information management are desired. Work experience with a UN agency or international organization or applied knowledge of the humanitarian and/or development sector would be an asset.
Desired Knowledge & Skills:
- Strong community engagement and communication skills, with a respectful and culturally sensitive approach.
- Knowledge of Core Humanitarian Standards, accountability, and participatory community engagement methodologies.
- Experience monitoring project activities, collecting and validating data, and supporting feedback mechanisms.
- Proven ability to support teams working directly with communities and beneficiaries.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks and meet deadlines under pressure.
- Experience with statistical software (e.g., SPSS, STATA, R, NVIVO, ATLAS TI, or similar tools) will be considered an asset.
Languages: Fluency in written and spoken English and Nepali Languages is required. Knowledge of other local languages is an asset.
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