Monitoring Assistant - Helpdesk Support at World Food Programme

, , Tanzania -

Full Time

Start Date

Immediate

Expiry Date

30 Aug, 26

Salary

0.0

Posted On

01 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Communication Skills, CRM Software, Data Entry, Problem Solving, Time Management, Multi-tasking, English Proficiency, Swahili Proficiency, Kirundi Proficiency, Call Handling, Data Protection, Case Management, Conflict Resolution, Reporting, IT Skills

Industry

Non-profit Organizations

Description

DEADLINE FOR APPLICATIONS 2 June 2026-23:59-GMT+03:00 East Africa Time (Dar es Salaam) 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 World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change. 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: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok. WHY JOIN WFP? WFP is a 2020 Nobel Peace Prize Laureate. WFP offers a highly inclusive, diverse, and multicultural working environment. WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities. A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe. We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement). JOB TITLE: Monitoring Assistant- Helpdesk Support TYPE OF CONTRACT: Service Contract (SC) UNIT/DIVISION: Research Assessment Monitoring Unit – WFP Tanzania, RBJ DUTY STATION (City, Country): Kasulu DURATION: 8 months 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 lifetime. 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. WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status. BACKGROUND The WFP Community Feedback Mechanism is designed primarily to operationalise 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 this 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. PURPOSE: WFP seeks a Monitoring Assistant-Helpdesk Support to be a community-facing communication focal point that receives, logs and refers feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). The Monitoring Assistant-Helpdesk Support 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. The Monitoring Assistant-Helpdesk Support reports to the Monitoring Associate. ACCOUNTABILITIES/RESPONSIBILITIES: Under the overall guidance and supervision of the CFM Team Leader and to support the implementation of a functional CFM, the Monitoring Assistant-Helpdesk Support is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs. General responsibilities: Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes. 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. Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles. Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management. 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: Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and, Referring feedback to humanitarian actors to ensure feedback loop closure Specific Responsibilities: Receive information requests, complaints and feedback, logging, 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. Conduct surveys, if requested. 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. 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. Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues. Pro-actively identify and report to the CFM Team Leader areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, 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 and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities. Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required. Contribute to the CFM progress and performance reporting by providing inputs. Pro-actively seek guidance from the CFM Team Leader as required. Perform other duties as required. DELIVERABLES AT THE END OF THE CONTRACT: First case resolution rate, feedback loop closure rate and performance rating as per the SOP. 100% of sensitive cases and allegations of SEA and fraud referral accurately and timely, as per the SOP. 100% adherence to the PDPP. 100% trainings completed. Zero breach of code of conduct. Strengthened and streamlined CFM processes as part of the overall objective to strengthen accountability to affected populations. Solid knowledge of WFP and relevant partner activities, procedures and processes. Desired Experience: Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems. Applied knowledge of CRM, multi-tasking in at least three languages interchangeably Applied knowledge of the humanitarian, development and/or peace building architecture. _______________________________________________________________________________________ QUALIFICATIONS & EXPERIENCE REQUIRED: Education : Completion of secondary school education. A post-secondary certificate in the related functional area will be an advantage. 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 call centre or CFM would be an asset. Knowledge & Skills: Excellent customer care and communication skills, uses tact and courtesy to give and receive information to a wide range of individuals, ability to identify data discrepancies and rectify problems requiring attention, the ability to follow instructions. 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 under minimal supervision and language skills. Languages: Oral and written working knowledge of English, Swahili and Kirundi. French is an asset. Female applicants and qualified applicants are especially encouraged to apply to this position. WFP LEADERSHIP FRAMEWORK WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission. Click here to access WFP Leadership Framework REASONABLE ACCOMMODATION WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global.inclusion@wfp.org NO FEE DISCLAIMER The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web. REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel. We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application. If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply. At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process. Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process. All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks. 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. If you used to have an account on our previous platform, please note that you will need to create a new account for future applications. However, this change will not affect any ongoing recruitment processes. To ensure that WFP is able to deliver on its mandate, a range of contract types exist depending on the duration and nature of work. Find out more here. These guidelines are here to help you use AI tools responsibly throughout WFP’s recruitment process. We also want to be transparent about how we use AI on our side. Curious? Find out more here. Our greatest strength is the people working around the world providing access to nutritious food and promoting lasting solutions to those we serve. WFP provides its staff with meaningful and impactful careers, continuous learning and training, and a multicultural and stimulating work environment. 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, physical or mental disability. The United Nations World Food Programme is the 2020 Nobel Peace Prize Laureate. We are the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters, and the impact of climate change. Read more about WFP’s history here, and WFP’s mission here Want to hear what it’s like working for WFP? Check out our newsletter highlighting the career stories of our passionate staff here: Pathway to WFP | LinkedIn Integrity, collaboration, commitment, humanity, inclusion. These values inspire everything we do every day, allowing us to work towards a world with zero hunger. You can read more about the values here. Our behaviour guides us in how we accomplish our mission. All WFP employees are expected to demonstrate the standards of behaviour described in the WFP Leadership Framework. Learn more about the WFP Leadership Framework here. WFP is aware of fictitious employment offers being circulated via email or originating from online job boards. Many of these schemes consist of an alleged offer of employment or contract with WFP in return for the payment of fees or providing personal or banking information. Read more.

Responsibilities

Act as a community-facing focal point to receive, log, and refer feedback from users via the Community Feedback Mechanism. Ensure the feedback loop is closed by coordinating with relevant focal points and adhering to standard operating procedures.