Complaints and Feedback Mechanism (CFM) Associate SC7

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

BACKGROUND

With a view to enlightening decision-making for improving the quality of programmes and strengthening the relationship of trust both with beneficiaries, donors and the government of Cameroon. WFP Cameroon set up a Complaints and Feedback Mechanism (CFM) since 2016. Various channels have been made available to the communities where it operates to enable them to give their opinion and perception, as well as to involve them at all stages of the life cycle of projects. It includes a toll-free hotline (“8099”), but also complaints management committees, helpdesks and focus groups, among other channels. This comprehensive CFM system contributes to ensure that beneficiaries have access to their rights without constraints and while respecting their dignity. WFP Cameroon is thereby striving to continuously align its interventions with the needs of the communities, strengthening its monitoring and evaluation system and improving WFP's protection mainstreaming efforts at country level, in line with its Protection and Accountability Policy.

JOB PURPOSE

WFP Cameroon is looking for an experienced professional to implement and further develop its Complaints and Feedback Mechanism, as well as strengthen partnerships to continuously improve its interventions.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the overall supervision of the Head of Research Assessment and Monitoring, the direct technical supervision of the M&E Officer, and in close coordination with the M&E/CFM Assistant, the incumbent will:

1. Follow up regularly on the functionality of CFM channels (Hotline, Helpdesk, Complaints Committee), keep a record and update of CFM presence on the field and take actions accordingly to guarantee their effectivity in each of intervention area.
2. Produce weekly, monthly, quarterly and annual, as well as ad hoc, CFM reports and provide recommendations to the Management, Programme and FO with the sight of improving the quality of interventions in Cameroon based on feedback received from affected populations.
3. Follow up the implementation of the recommendations approved by the management (directives) with the sight of improving the quality of the programme as well as the CFM itself, in close coordination with the CO Units and Field Offices.
4. Ensure the effectivity of CFM Working Group and CFM Taskforce and keeping records as well as follow up of agreed action points.
5. Keep up to date the CFM SOP by updating the document as soon as changes, new requirements and new challenges occur.
6. Ensure that the CFM workflow (loop closing) is well configured into the complaints data management system and all the data needed are captured into the intake form.
7. Follow up and monitor the management and closure of complaints with a special attention on sensitive cases.
8. Guarantee the quality assurance of CFM (data inserted in the central database, compliance with CFM SOP, etc.).

STANDARD MINIMUM QUALIFICATIONS

Qualifications Education: Advanced University degree in Computer Science, Statistics, Sociology, Humanitarian Affairs, Monitoring and Evaluation, Business Administration, Economy, or another relevant field, or First University degree with additional years of related work experience and/or training/courses.

Experience: At least three (3) years or more postgraduate progressively responsible professional experience working on Feedback Mechanism, Protection, Monitoring and Evaluation, Programme Monitoring in humanitarian or development organization, or in a national/international NGO.

Language: International Professional: Fluency (level C) in English language. Intermediate knowledge (level B) of French.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
• Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
• Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
• Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.

People

• Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
• Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
• Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
• Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.

Performance

• Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
• Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
• Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
• Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.

Partnership

• Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
• Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
• Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.

FUNCTIONAL CAPABILITIES

Capability Name Description of the behaviour expected for the proficiency level Business Support Services & Reporting Applies strong ability to identify country level requirements and develop customer focused solutions and action plans. Communicates data-based findings in a highly impactful way that is tailored to the audience. Internal Controls & Risk Management Utilises understanding of risk management approaches and internal controls to monitor projects and programmes to confirm regulatory compliance, ensure data integrity and ensure client satisfaction. Resource Management Monitors trends in staffing and resource usage to anticipate and escalate potential issues to programme leaders and key clients. Specialised Knowledge in Administrative Services Applies advanced theoretical understanding of administration best practice, concepts and principles and thorough knowledge of WFP standards, processes and infrastructure to ensure continuous improvement in the provision of efficient and effective administration services, resolving complex issues as they arise. Customer Focus Proactively monitors performance and delivers high quality service to meet the needs of customers, requesting customer feedback and taking ownership of customer problems that arise. Pre-empts needs of customers based on experience.

FUNCTIONAL CAPABILITIES

• Excellent IT literacy is required
• Experience in data analysis, preferably using R, SPSS, STATA, and/or PYTHON, is required
• Experience in dashboard development using Tableau is highly desirable
• Experience in managing database is highly desirable
• Experience in designing survey using ONA, Kobo, ODK is desirable
• Experience in drafting analytical reports from a large volume of data coming from many sources and in a user-friendly format for a broad range of audiences is required
• Experience in managing surveys is desirable
• Knowledge of humanitarian principles, humanitarian work, and human rights is desirable
• Excellent communication skills and the ability to maintain strong relationships with various stakeholders, as well as knowledge of Communication with Communities strategies desirable
• Ability to prepare and do attractive, clear and concise presentation to multiple audiences

TERMS AND CONDITIONS

• Contract Type : Service Contract SC7
• Unit : RAM Unit, WFP Cameroon Country Office
• Duty Station : Yaoundé; Cameroon
• Duration : 12 months (extendable)

DEADLINE FOR APPLICATIONS

Application Deadline: 29th April 2023

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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

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.