Overview
The Monitoring Assistant will support WFP's strategic priorities by strengthening evidence generation and data-driven decision-making through monitoring and evaluation activities.
Key Responsibilities
- Receive CFM related incoming calls, SMS, WhatsApp messages, emails, and other communications from beneficiaries and stakeholders.
- Record complaints, feedback, requests for information, and suggestions in the designated CFM database or platform.
- Respond professionally and courteously to beneficiary inquiries.
- Categorize cases according to established WFP complaint classification standards.
- Ensure the completeness, accuracy, and quality of data entered, while maintaining up-to-date records and case-tracking information.
- Refer complaints and requests to appropriate departments or focal points for action.
- Monitor the status of cases and ensure timely follow-up.
- Escalate sensitive or urgent cases to supervisors immediately and ensure that complainants receive timely and appropriate feedback on actions taken, where applicable.
- Handle sensitive information with strict confidentiality, ensure a survivor-centered approach, identify, manage, and appropriately refer Protection, PSEA (Protection from Sexual Exploitation and Abuse), fraud, corruption, and misconduct-related complaints in accordance with established protocols.
Required Experience
- Has experience analyzing program output and outcome data.
- General knowledge of monitoring and evaluation systems and standards.
Qualifications
Completion of secondary school education.
