Monitoring Assistant (Community Feedback Mechanism) SC4, Abuja.

at  World Food Programme

.
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.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education.
Experience: Academic or professional experience in the implementation and maintenance of computer information systems or related area. Experience resolving level 1 IT issues.

Knowledge & Skills:

• Ability to use standard office equipment such as photocopiers and scanners.
• Knowledge of standardized business support work routines and methods.
• Knowledge of standard office software packages, e.g. Microsoft word.
• Uses tact and courtesy to give and receive information with a variety of individuals.
• Good attention to detail in order to identify data discrepancies.
• Ability to work to deadlines and follow clear instructions.

Language: General Service (Headquarters): Fluency (level C) in English language. Fluency (level C) or intermediate knowledge (level B) of another official language may be required depending on the location of the post or area of responsibility.
General Service (Field): Fluency in both oral and written communication in the UN language in use at the duty station and in the duty station’s language, if different.

WHO WE ARE..

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP’s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
To learn more about WFP, visit our website: UN World Food Programme (WFP) and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter.

KEY RESPONSIBILITIES 1

1. Support the empowerment of communities through the provision of accessible and timely information and participation in decision-making processes.
2. Help ensure efficient and effective coordination of AAP by collecting and circulating within WFP and the humanitarian architecture information on the urgent needs and priorities of affected populations.
3. Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
4. Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.

KEY RESPONSIBILITIES 2

1. Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times, especially under times of stress.
2. Support an environment of transparency and accountability by:
   a. Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints and,
   b. Referring feedback to humanitarian actors to ensure feedback loop closure.
   Specific Responsibilities
3. Receive through the multiple CFM Channels, information requests, complaints and feedback, logging SugarCRM or MoDa, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per consent provided by the CRM User and in line with SOPs

KEY RESPONSIBILITIES 3

Specific Responsibilities.
1. Receive through the multiple CFM channels, information requests, complaints and feedback, logging in SugarCRM or MoDa, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per the consent provided by the CFM User and in line with SOPs.
2. Conduct surveys, if requested.
3. Refer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.

KEY RESPONSIBILITIES 4

1. Conduct surveys, if requested.
2. Refer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
3. Apply training and performance management guidance. Provide support to peers as required Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
   Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors — this may involve field visits and/or representation at meetings, among other activities.
   Pro-actively seek guidance from the CFM Manager as required.
   Perform other duties as required.