Overview
To perform specialized and/or standardized policy and program-related processes and activities to support the effective delivery of assistance packages. This position reports to the RAM Coordinator.
Key Responsibilities
- Perform specialized and/or standardized processes and activities within the specific technical area of work supporting alignment with wider programme policies and guidelines.
- Provide project management and/or general office support following established targets and WFP’s policies and procedures.
- Compile data and support analysis and preparation of reports (e.g. food assistance needs, resource utilization, program status, performance) in order to support operational decision-making.
- Perform accurate, timely recording of data within the specific technical area of work (e.g. food security and vulnerability assessments) following corporate standards and guidelines.
- Work and exchange information with internal counterparts to support effective collaboration, implementation, and monitoring of ongoing project activities.
- Support communication and activities with local partners, agencies, NGOs, and government institutions.
- Act as a point of contact for resolution of general operational queries requesting assistance where necessary.
- Follow standard emergency preparedness practices to ensure WFP is able to quickly respond and deploy needed resources to affected areas at the onset of the crisis.
- Supervise hotline operators serving WFP beneficiaries and coordinate user support to ensure efficient responses to inquiries, suggestions, and complaints.
- Coordinate with other WFP units to ensure beneficiary feedback is considered for the continuous improvement of programmes.
- Plan budgets for the development of outreach and communication materials related to community feedback channels.
- Identify key findings and cross-cutting risks to complement quantitative and qualitative programme monitoring evidence, based on analysis of cases from the Community Feedback Mechanism (CFM).
- Analyse and systematize community feedback to identify, document, and escalate protection risks, including GBV, exclusion, undignified treatment, and SEA.
- Coordinate with Protection, Gender, and PSEA focal points, as well as relevant organizations, to ensure safe, confidential, and timely referrals.
- Act as a functional focal point for protection issues within the CFM, ensuring that queries, complaints, and feedback are analysed through a protection lens, with due regard for confidentiality and the “do no harm” principle, and escalated in line with established protocols.
- Train staff and partners on CFM channels using a protection-sensitive and confidentiality-focused approach.
- Lead the design and implementation of in-person, oral, and culturally adapted feedback mechanisms, including for Indigenous communities, persons with disabilities, and populations in rural or low-connectivity areas.
- Participate in inter-agency Accountability to Affected Populations (AAP) initiatives and collaborative working groups.
- Support consultation and engagement processes with communities and key stakeholders to ensure WFP beneficiaries are informed about activities, feel included, and are aware of feedback channels.
- Develop standard operating procedures (SOPs) to guide the effective implementation of feedback channels and support accountability and protection processes.
- Guide WFP field office staff and cooperating partners on customer service and accountability strategies, ensuring the delivery of high-quality services to beneficiaries.
Required Experience
- 5 Years related job experience.
- Has experience collecting programme output and outcome data, conducting quantitative and qualitative analyses, and reporting findings to management team, partners and other stakeholders.
- Has experience utilizing WFP monitoring and evaluation systems and standards.
- Has facilitated communication with technical teams (i.e., nutrition, VAM, etc.).
- Has contributed to implementation of program.
- Has observed or assisted with policy discussions.
Qualifications
- Completion of secondary school education.
- A post-secondary certificate in the related functional area is desirable.
