To promote Accountability to Affected Populations (AAP), establish dialogue between the field office and the targeted communities and affected populations, provide support to WFP in terms of gathering and storing issues raised by, and feedback from affected populations regarding the implementation of the activities, and the timely resolution issues in line with Standard Operating Procedures (SOPs), with the purpose of achieving the project overall objective of providing the right assistance to beneficiaries at the right time and in the right quantity and quality.

MAJOR DUTIES AND RESPONSIBILITIES

The Complaints and Feedback Mechanism (CFM) is a formal mechanism for receiving information, feedback, and complaints from people, and in communities, where WFP operates. The CFM is designed to partly contribute towards the operationalisation of WFP’s Accountability to Affected Populations (AAP), and more broadly, to support WFP’s overall operations in its attempt to be more transparent and accountable to all stakeholders, including affected populations, partners, governmental and non-governmental entities, and donors. To ensure effectiveness, WFP’s CFM is established in line with WFP corporate guidance on functional CFMs and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption, and quality issues. Feedback can be formal (captured through specific mechanisms, processes) or informal (captured in an ad-hoc manner). All feedback requires the feedback loop to be closed.

Under the direct supervision of the Programme Policy Officer-CBT/SCOPE and Technical Supervision of the Head of Research, Assessment, Monitoring and Evaluation, and overall supervision by the Head of Field Office/Emergency Coordinator, the Complaints and Feedback Mechanism (CFM) Assistant will serve as the focal point for all Complaints and Feedback from affected population and their communities and will be responsible for the following duties.

Collect and effectively register complaints and feedback from WFP beneficiaries to document requests, compliments, feedback and complaints, and address grievances of the affected population, as per the consent provided by the CFM User and in line with SOPs.
Manage incoming calls, register the incoming requests, complaints and feedback in the Excel CFM Template and other CFM related customer relationship management (CRM) tools and systems; archive feedback, analyze, screen, categorize, and consolidate information about complaints and subsequent actions; follow through with the response of feedback and complaints and timely feedback loop closure
Refer CFM cases to focal points within relevant units in WFP as per SOP, and with partners and government through Outcome and Activity managers, to follow up on complaints.
Categorize separately sensitive complaints like harassment, Sexual Exploitation and Abuse (SEA), abuse, and exploitation, compile and share with Prevention of SEA (PSEA) Focal Points and Workplace Advisor. Provide timely feedback to the complainants by liaising with relevant concerned staff; share immediate feedback to CFM users on issues which do not require further investigation.
Assign all issues which require investigation by respective field programme assistants or unit focal staff after screening process in consultation with supervisor. Close issues once feedback is received from all the communication channels and call CFM users to establish satisfaction or dissatisfaction in the way their case was handled by WFP.
Convey empathy for the beneficiaries’ situation while also maintaining impartiality, transparency, and accountability. Always maintain a professional standard, especially during difficult or stressful interactions with CFM Users and colleagues.
Adhere strictly to WFP procedures/policies and humanitarian principles; apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the CFM data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
Accurately translate a complaint from the original or local language into written English.
Effectively manage and respond to complaints from beneficiaries especially where feedback is negative; ability to respond to feedback wisely representing the best interests of WFP and the beneficiary.
Pro-actively identify and report to the CFM Manager areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, standard answers to common queries from CFM users, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM Users.
Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees, government, and partners, which may involve field visits and/or representation at meetings, among other activities.
Contribute to the preparation of accurate and timely monthly, quarterly, annual and/or historic analysis and reports on CFM
Perform any other duty(ies) as may be assigned by supervisors.

Minimum Academic Qualifications Guide

A minimum of first degree in Communications, Public Relations, Social Sciences, Development Studies, Administration, or related fields. A master’s degree in any of the above fields is an added advantage.

Desired Experiences for entry into the role:

A minimum of 5 years of progress work experience in managing customer care and satisfaction, experience in complaints and feedback.
Good communication and listening skills, excellent client orientation and attitude.
Data entry, analysis and manipulation skills in Excel and other Microsoft suit. Experience in analytical tools like Tableau and PowerBI will be an added advantage.
Analytical capacity, attention to detail, resourcefulness, initiative, and maturity of judgement.
Capacity to manage sensitive and confidential matters with discretion and professionalism
Ability to establish effective working relations with persons of different backgrounds
Ability to cope with situations that may be psychologically or emotionally traumatic.

Language: Fluency in English oral and written English is a must. The applicant should also be fluent in Kussal, Sissali, Moshie, and any 2 of the following: Gurni, Dagari, Bissa, Dagbani, Hausa, and Twi. French will be an added advantage.

How to apply:

Applicants should submit their applications and CV stating 3 references online to: www1.wfp.org/careers/job.openings and follow the steps.

Qualified Female Candidates are encouraged to apply

People living with disability are also encouraged to apply

Only shortlisted candidates meeting the criteria will be contacted.

Note:

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.
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

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Added 1 year ago - Updated 1 year ago - Source: wfp.org