Information Management Officer (Community Feedback Mechanism) - SC8 - Kabul

Crisis & Emergency Response

Overview

Establish and manage WFP's Community Feedback Mechanism for effective stakeholder communication.

You have:

• Completion of bachelor’s in business administration focusing on client/customer services management.
• Minimum of 2 years’ experience in client/customer services functions, ideally with an international organization.
• Excellent customer care and communication skills.
• Proven experience in producing high-quality reports with strong English skills.
• Fluency in Dari and Pashto.

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

ABOUT WFP

The United Nations World Food Programme (WFP) is well known for its ability to deliver food assistance rapidly to people in need. To continue responding effectively to challenging contexts while also contributing to longer-term efforts to end hunger, WFP’s Strategic Plan focuses on better understanding of national food and nutrition security challenges and reshaping its engagement through support to national safety nets and social protection systems, to help host governments with their hunger-fighting strategies.

ORGANIZATIONAL CONTEXT

The WFP Community Feedback Mechanism is designed primarily to operationalize WFP’s Accountability to Affected Populations (AAP), and more broadly to support the 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. In order to ensure effective complementarity between the WFP CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes.

WFP’s CFM is one channel through which WFP communicates with stakeholders and is a mechanism through which individuals or groups can raise questions, share feedback or flag a complaint. WFP stakeholders include: affected populations, WFP, cooperating partners, third party monitors, government representatives and service providers (for e.g. contracted transporters). 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.

Please note, in WFP feedback is an overarching term to include a community or feedback provided by an individual or a group of people. 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. This can only be achieved once the individual or group of people who submitted the feedback has expressed satisfaction with the action. A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, of WFP or a partner organisation, or their employees. It is a criticism that expects a reply and would like things to be changed. In the context of the Protection and Accountability Policy, a complaint is an external grievance made against WFP or a partner or any of its employees where the organisation has allegedly made mistakes, acted wrongfully, breached the codes to which WFP subscribes or failed to meet a commitment. Feedback relates to an expression of concern, a statement of thanks or appreciation, or a sharing of a question or suggestion.

JOB PURPOSE

WFP seeks a CFM Information Management Officer (IMO) to establish and manage the information management system and strategy to ensure effective two-way communication and feedback loop closure. The CFM IMO: • Will receive the appropriate training to conduct their work in a professional manner, including training to register cases on WFP’s corporate system for feedback management (SugarCRM or CO solution for feedback management). • Is expected to carry out their work in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity. • Will sign and adhere to a code of conduct and an oath of confidentiality. • Will attend and apply relevant trainings.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the Information Management Officer (CFM) has the following responsibilities to ensure participation of, and accountability to, affected populations:

General Responsibilities: • Provide and maintain the information management structure, system and strategy to ensure effective accountability to affected populations. • Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes through communication channels and language they have identified. • Help ensure efficient and effective coordination of AAP by collecting and circulating within WFP and the humanitarian architecture information the urgent needs and priorities of affected populations. • Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress. • Support an environment of transparency and accountability by: o Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and ask questions through multiple feedback channels; o Referring feedback to humanitarian actors to ensure feedback loop closure. • Recommend innovative tools and methodologies for information management performance measurement that are in accordance with standards and guidance provided by ALNAP, the Sphere Handbook and other applicable UN system guidance. The information management position will also recommend mechanisms to help WFP push two-way communication to a higher level of strategic accountability within the Afghanistan humanitarian response. • Support information management structures by implementing wider humanitarian information management and accountability principles. • Liaise with IT focal point for troubleshooting any issue related to the technology that supports feedback management. • Support in the strategic guidance for the maintenance and management of an online integrated database and internal information management structure. Analyse the current information management structure, including its relevance within the context, including how it integrates existing resources and feedback channels, emerging resources and technologies to establish and maintain strong two-way communication and feedback with affected communities • Maintain and upgrade an information management structure to aid reporting and information sharing by streamlining how: information is gathered from affected populations and relevant referral focal points (WFP, non-WFP); information is archived in an easily accessible format; information is shared to affected populations, coordination fora and inter-agency AAP processes and mechanisms. • Support, implement, and manage data cleaning and preparation, oversight and maintenance of internal data collection and management systems, production of ad-hoc and regular reports, as well as proposals, as well as representation and/or presentation at relevant meetings;

OTHER SPECIFIC JOB REQUIREMENTS

• Develop strong relationships with relevant focal points to ensure management and feedback of information gathered by the CFM is captured and documented. This requires a thorough review and understanding of the current communication procedures and an alignment of all activities with the objectives of WFP to close the feedback loop to affected populations; • Update and maintain standard operating procedures for every stage of the IM structure. Reporting mechanisms should be in the form of interactive dashboards with a narrative. Reporting mechanisms should demonstrate/visualise the follow up and referral of relevant calls (e.g. complaints/feedback) and key performance and accountability to affected populations (AAP) indicators. • Document the impact of the CFM as an accountability mechanism for the CO by developing an information management strategy, supported by a technical analysis plan in alignment with existing reporting indicators and new/thematic indicators as needs arise, which will include, but are not limited to: changes in programming, availability of services/feedback mechanisms to the affected population, as well as the timeliness of referrals on responsive/corrective action as a result of information shared by the CFM; • Review and maintain, and when required update, internal and external information structures and standard operating procedures to facilitate, support, and promote data and information flow within WFP, and in particular the CFM, and information sharing within the humanitarian and wider community. • Assess information management needs of CFM users, CFM operators, and referral focal points in a participatory way, ensuring alignment with existing indicators as well as data collection mechanisms to reduce transaction costs, where possible. Using participatory approaches, generate information management recommendations, including proposing appropriate methodologies for collection of data and performance measurement that is cost effective, and innovative. Recommendations should include mechanisms that are sustainable and flexible, being able to adapt to changing needs of target populations as the crises evolves. • If required, support in the management of a small team, including positions with the following roles: information management, database, and quality assurance. • Ensuring constant two-way communication with partners to ensure closure of feedback loops and referrals and to ensure up-to-date documentation of action taken. • Draft and edit promotional and/or communication materials and strategy to raise the profile of the CFM among affected populations and humanitarian actors (nationally and globally), including communicating updates to Headquarters. • Document and perform regular analysis of the CFMs impact on the response, including operational developments, achievements, constraints, concerns, and request for support. • Other duties as required, including but not limited to: o Reviewing the call log for urgent cases and sharing them through the standardised referral pathways for follow-up; o Actively engage with partners to gather feedback on previously referred case; o Document cases and feedback for regular impact analysis; o Analyse data and identify trends for ad-hoc reporting; o Update standard operator procedures/guidelines in handling calls as required by the team Supervisor; and, o Communicate with partners to update the AIAIC’s directory for humanitarian services

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems. • Applied knowledge of CRM, multi-tasking in at least two languages interchangeably • Applied knowledge of the humanitarian, development and/or peace building architecture.

STANDARD MINIMUM QUALIFICATIONS

Education : Completion of bachelor’s in business administration focused. Bachelor’s in business administration mainly focused on client/customer services management or in other related functional area is desirable.

Experience: Minimum of 2 years’ experience in client/customer services functions including previous experience with an international organisation. Work experience with a UN or other International Organization’s CFM would be an asset.

Knowledge & Skills: Excellent customer care and communication skills, a clear and friendly attitude, the ability to follow instructions and to maintain strong stakeholder engagement. Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem solving skills, ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment. Excellent time management and language skills. The incumbent must have proven experience in producing high-quality reports, requiring: strong English-language skills that translate complex ideas into simple messages; excellent design skills and proven knowledge of design software such as Adobe Creative Suites (InDesign, Illustrator, Photoshop) and data visualization tool such as Tableau or Microsoft Power BI; and strong experience in information management software, including Excel as a minimum standard.

Languages: Oral and written working knowledge of English. Fluency in Dar and Pashto.

TERMS AND CONDITIONS

• WFP is an equal opportunity employer.
• WFP does not charge a fee at any stage of the recruitment process.
• By applying you acknowledge that this vacancy announcement is for multiple grade levels. WFP will review
• your skills and experience and consider you for roles at the appropriate level.
• The applicant should either be an Afghan National
• Only candidates who are short-listed will be contacted
• Applications must be submitted online in English language only.

DEADLINE FOR APPLICATIONS

14th November 2021

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Female applicants and qualified applicants with disabilities are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

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Potential interview questions

Added 4 years ago - Updated 1 year ago - Source: wfp.org