Programme Policy Officer NOA (Complain and Feedback Mechanism)

Programme & Policy

Overview

Manage the CFM and support feedback mechanisms.

You have:

• Advanced University degree in International Affairs, Economics, Nutrition/Health, Agriculture, Environmental Science, Social Sciences or other fields relevant to international development assistance.
• Minimum three years of relative work experience.
• Fluency (level C) in English language.
• Intermediate knowledge (level B) of a second official UN language.
• Experience with WFP systems and standards a strong advantage.
• Data manipulation skills in Excel, Tableau/PowerBI.
• Analytical capacity, attention to detail, resourcefulness, initiative, maturity of judgment.
• Ability to handle sensitive and confidential matters with discretion and professionalism.
• Ability to communicate clearly both orally and in writing.
• Ability to establish effective working relations with persons of different backgrounds.

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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 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.

A complaint and feedback mechanism (CFM) is a formal mechanism for receiving information, feedback, and complaints from people in communities where WFP operates. The main objectives are to increase the influence of affected communities over programmes, enhance programme quality and ensure that barriers faced by affected populations to access WFP assistance are addressed. The WFP Nigeria CFM includes several components including a telephone hotline, onsite helpdesks, community outreach, and suggestion boxes. To be effective, the CFM includes established procedures for recording complaints, following-up on the issues, taking action or tracking action taken by colleagues, and providing feedback to the complainant in a safe and dignified manner.

STANDARD MINIMUM QUALIFICATIONS

Education: Advanced University degree in International Affairs, Economics, Nutrition/Health, Agriculture, Environmental Science, Social Sciences or other fields relevant to international development assistance, or First University Degree with additional years of related work experience and/or trainings/courses.

Experience: Minumum three years of relative work experience (work experience at general service level counted at 50%)

Language: International Professional: Fluency (level C) in English language. Intermediate knowledge (level B) of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese.

National Professional: Fluency (level C) in English language and the duty station’s language, if different.

ORGANIZATIONAL CONTEXT

These jobs are found in Headquarters (HQ), Regional Bureaux (RBs) or Country Offices (COs) and job holders report to a more senior Programme Policy Officer.

Job holders will report to the Head of RAM Unit.

KEY DELVERABLES

• Up-to-date and well managed centralized system for managing and processing all complaints.
• Standardized weekly updates summarizing all complaints from all CFM components.
• Monthly dashboard and supplemental brief reflecting data analysis, status of issues resolution, and implementation progress.
• Quarterly report providing trends analysis, triangulated and integrated with field monitoring reports
• Notes for the record from CFM and field monitoring working group meetings

KEY ACCOUNTABILITIES (not all-inclusive)

1. Contribute towards the development of a limited number of projects, plans and processes, ensuring alignment with wider programme policies and guidance.
2. Provide project management support to specific and defined programmes and projects of small to moderate size that are relatively straight forward in nature, ensuring a coordinated approach with wider programmes that complies with WFP standards and procedures.
3. Follow data gathering and monitoring systems ensuring that rigorous quality standards are maintained.
4. Research and analyse policy and operational issues to support senior colleagues in the development of policies, programmes and activities.
5. Contribute to the preparation of accurate and timely reporting on programmes and activities that enable informed decision making and consistency of information presented to stakeholders.
6. Liaise with internal counterparts to ensure effective collaboration, monitor ongoing projects.
7. Support the identification, development and management of potential partnerships to collaborative working leading to improved food assistance packages.
8. Support the capacity building of WFP staff, partners and national government to prepare for and respond to food assistance needs, e.g. through project management support of learning initiatives.
9. Provide guidance to support staff, acting as a point of referral and assisting them with analysis and queries.
10. Other as required.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Understands WFP’s Strategic Objectives and the link to own work objectives.
• Be a force for positive change: Flexibly adapts individual contributions to accommodate changes in direction from supervisors and internal/external changes (such as evolving needs of beneficiaries, new requirements of partners).
• Make the mission inspiring to our team: Recognizes and shares with team members the ways in which individual contributions relate to WFP’s mission.
• Make our mission visible in everyday actions: Sets own goals in alignment with WFP’s overall operations, and is able to communicate this link to others.

People

• Look for ways to strengthen people's skills: Assesses own strengths and weaknesses to increase self-awareness, and includes these in conversations on own developmental needs.
• Create an inclusive culture: Participates in open dialogue, and values the diverse opinion of others, regardless of background, culture, experience, or country assignment.
• Be a coach & provide constructive feedback: Proactively seeks feedback and coaching to build confidence, and develop and improve individual skills.
• Create an “I will”/”We will” spirit: Participates in accomplishing team activities and goals in the face of challenging circumstances.

Performance

• Encourage innovation & creative solutions: Shows willingness to explore and experiment with new ideas and approaches in own work.
• Focus on getting results: Consistently delivers results within individual scope of work on time, on budget and without errors.
• Make commitments and make good on commitments: Commits to upholding individual accountabilities and responsibilities in the face of ever-changing country or functional priorities.
• Be Decisive: Makes rational decisions about individual activities when faced with uncertain circumstances, including in times of ambiguity regarding information or manager direction.

Partnership

• Connect and share across WFP units: Seeks to understand and adapt to internal or cross-unit teams’ priorities and preferred working styles.
• Build strong external partnerships: Demonstrates ability to understand and appropriately respond to and/or escalate needs of external partners.
• Be politically agile & adaptable: Portrays an informed and professional demeanor toward internal and external partners and stakeholders.
• Be clear about the value WFP brings to partnerships: Provides operational support on analyses and assessments that quantifies and demonstrates WFP’s unique value as a partner.

FUNCTIONAL CAPABILITIES

Capability Name Description of the behaviour expected for the proficiency level Programme Lifecycle & Food Assistance Demonstrates ability to identify key variables and contextual factors that affect food assistance problems and programmes throughout the lifecycle to inform quality programme design or re-design. Transfer Modalities (Food, Cash, Voucher) Demonstrates ability to analyse and consolidate quantitative and qualitative information from different sources (e.g., market studies) to inform transfer modality selection and programme development. Broad Knowledge of Specialized areas (i.e. Nutrition, VAM, etc.) Demonstrates the ability to interpret basic data in the context of WFP specialised fields to contribute to technical programme design, implementation and monitoring. Emergency Programming Displays capacity to provide inputs into the development, implementation and realignment of high quality emergency programmes. Strategic Policy Engagement w/ Government Develops thorough recommendations using multiple inputs (e.g., government counsel, research, own experience) to strengthen national or subnational entities and government owned food and nutrition security programmes.

OTHER SPECIFIC JOB REQUIREMENTS

Under the supervision of the Head of RAM and the technical guidance of the head of protection and other protection officers, the incumbent will oversee the day-to-day management of the CFM team. As such, through collaboration with the relevant internal and external counterparts, the incumbent will perform the below activities.

• Oversee the CFM by ensuring up-to-date systems and tools are in place and compliant with corporate standards (including the Policy on Accountability to Affected Populations), standard operational procedures, and minimum requirements set forth by WFP.
• Manage the daily operations of SugarCRM (the WFP corporate CFM platform) through the incorporation of feedback from all CFM components, conducting quality checks of data uploaded via the SugarCRM application and any supplements, managing routine platform updates, and enlisting the support of IT for more technical updates.
• Ensure that complaints received through the CFM components are timely referred to relevant WFP units for action, coordinate with the relevant WFP units to ensure that a response is provided to the complainant and that the case is closed, thus ensuring that the feedback loop is closed.
• Directly supervise and facilitate capacity development of CFM staff to enable high performance and improved response.
• Serve as focal point and provide capacity building to cooperating partners’ CFM staff enlisted as per field level agreements.
• Ensure protection referral pathways, including those related to gender-based violence and service mapping, and any changes in WFP programming are regularly and timely communicated with all CFM focal points.
• Backstop the country office oversight function on the field monitoring team and support field monitoring as necessary.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Experience with WFP systems and standards a strong advantage
• Data manipulation skills in Excel, Tableau/PowerBI
• Analytical capacity, attention to detail, resourcefulness, initiative, maturity of judgment
• Capacity to handle sensitive and confidential matters with discretion and professionalism
• Ability to communicate clearly both orally and in writing

• Ability to establish effective working relations with persons of different backgrounds

• Has gained experience in implementing technical work related to food security programming (i.e. emergency response, food security analysis and monitoring, etc.).

• Ability to cope with situations that may be psychologically or emotionally traumatic.

TERMS AND CONDITIONS

Qualified female candidates are encouraged to apply.

Only Nigerian nationals (or residents with valid residence and work permits) are eligible to apply.

Applications must be submitted online and in English only.

Only shortlisted candidates will be contacted. Canvassing of any sort will lead to automatic disqualification of the concerned applicant.

DEADLINE FOR APPLICATIONS

Deadline: 26 Feb 2021

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Female applicants and qualified applicants from developing countries 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 5 years ago - Updated 1 year ago - Source: wfp.org