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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.

Job Title: Community Feedback Mechanism (CFM) Manager (roster, multiple positions)

Type of Contract: Consultant (CST II)

Division: Emergencies and Transition (PRO-P)

Duty Station (City, Country): Based on needs of specific assignment (HQ, Regional Bureau and/or country-specific support)

Duration: 2 weeks to 11 months

ORGANIZATIONAL CONTEXT

Assisting more than 100 million people in over 80 countries each year, the World Food Programme (WFP) is the leading humanitarian food security organisation – saving and changing lives, delivering food assistance in emergencies, and working with communities to improve nutrition and build resilience. To achieve its mandate, WFP must ensure that it reaches the right people and that it manages its relationship with those individuals and their communities in a responsible, accountable, and effective manner.

WFP seeks to build a roster of professionals who are ready to be deployed at regional or country level to provide technical advice or lead on implementing protection and AAP portfolios, in line with the WFP Protection an Accountability to Affected People Policy. Multiple positions are expected to be available.

The selected candidates at the end of the recruitment process will be part of a standby roster and will be expected to be mobilized for deployment on short-term notice to any WFP operations. The selected candidates will be contacted for mobilization when the need arises. The individual contracts and Terms of References will be developed by the hiring unit at either HQ, the Regional Bureau or the Country Office.

The hiring team will reach out to the selected candidates on a regular basis to update their availabilities and profiles.

JOB PURPOSE

The World Food Programme’s (WFP) Community Feedback Mechanism (CFM) is a two-way communication system comprised of human resources, processes, hardware and software, that facilitates the intake, management, analysis, actioning and resolution of feedback received from affected people and other relevant stakeholders (including affected people, WFP, cooperating partners, third party monitors, government representatives and service providers). It facilitates participative approaches into the humanitarian response and a rights-based approach to development work, and is grounded in the principles of accountability, transparency, equality, and non-discrimination. It aims to enable community members to share information, express concerns and needs or suggest changes with regards to their experience with WFP or the wider humanitarian system, and for WFP to timely and adequately respond to queries and concerns.

To ensure effective complementarity between WFP’s CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes, WFP establishes CFMs in line with WFP corporate guidance and policies and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption and quality issues.

KEY ACCOUNTABILITIES (not all-inclusive)

The CFM Manager is the primary responsible for ensuring the design, the day-to-day implementation and functionality of the CFM, including the management of CFM employees, the information management system, the quality assurance of CFM information and case management, and the meeting of all deliverables. The CFM Manager will have the following responsibilities:

• Ensure the CFM adheres to WFP corporate requirements for a functioning CFM as outlined in the corporate CFM Standardization Guidance and to WFP’s Guide to Personal Data Protection and Privacy.
• In consultation with relevant stakeholders and addressing communities’ needs and preferences, develop, maintain, and update CFM Standard Operating Procedures. These should address steps, requirements, roles and responsibilities for information intake and analysis, case action and resolution, as well as the information management and quality assurance structure.
• Establish and/or strengthen contextually relevant CFM channels and produce periodic analysis of feedback that supports programmatic adaptation.
• Oversee the implementation of the CFM information management system, which should incorporate the management of all feedback channels, the centralized management of data, the timely and accurate assignation and referral of cases (including sensitive cases and allegations of sexual exploitation and abuse and fraud), the receipt of referrals from partner CFMs, and loop closure with CFM users.

• Oversee feedback documentation and case management processes and guarantee the quality of the service provided to CFM users through the adherence to Standard Operating Procedures.
• Ensure escalation of allegations of misconduct such as sexual exploitation and abuse (SEA) and fraud, corruption, and theft to responsible focal points, in alignment with corporate policies and procedures.
• Support visibility and sensitization efforts to raise awareness of the CFM among affected people and community structures – this may involve field visits and/or representation at meetings, among other activities.
• In close coordination with the CFM Information Management Officer (IOM) or Data Analyst, produce and disseminate accurate information and data on trends, needs, priorities of affected people in a timely manner and lead the CO discussion on trends and issues coming from CFM to demonstrate the impact of the CFM.

• Lead technical working groups with relevant technical teams to translate CFM findings and trends analysis, in triangulation with other data sources, into joint recommendations and immediate course-correction; and facilitate a monthly Steering Committee with Senior Management to assess and adopt recommendations for programmatic adaptation.
• Design and implement a capacity-building strategy for personnel, volunteers, and contractors, including cooperating partners and contracted services, to maintain and advance core skills (active listening, stress management, assignment of case category, and safe referrals) and to ensure compliance with SOPs, WFP’s Guide to Personal Data Protection and Privacy (PDPP), WFP’s Prevention of Sexual Exploitation and Abuse (PSEA) procedures and other corporate Ethics standards.
• Ensure the appropriate staffing structure to maintain a functional CFM. If required, advocate for more resources (human, operational) to ensure the CFM maintains functionality and effectiveness. Ensure CFM employees act professionally, abide by the code of conduct, respect the affected people, and understand the need for confidentiality.
• Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan and the wider country-level strategy for Accountability to Affected People (AAP).

• Build understanding of the value of AAP across all levels within WFP and position the added value of CFM by demonstrating how it contributes to people-centered programme improvement and participation of affected people in decision making.
• Participate and represent WFP in relevant inter-agency coordination for a related to CFM, such as AAP/CwC Working Groups.
• Liaise with IT focal points for troubleshooting any issue related to the technology supporting feedback management.
• Always maintain a professional standard, especially during difficult or stressful interactions with CFM users and colleagues.
• Perform other duties as required.

The CFM Manager will receive and apply the necessary training to conduct their work in a professional manner, in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity, and in compliance with WFP’s code of conduct and confidentiality oath.

STANDARD MINIMUM QUALIFICATIONS

Education: Advanced University degree in International Affairs, Economics, Social Sciences, information management, statistics, or other relevant fields, or First University Degree with additional years of related work experience and/or training/courses.

Experience: Minimum of 4 years’ experience for Advanced University degree and 6 years’ experience for First University degree. Work experience in Protection in humanitarian settings, communications, client/customer services and information management are desired. Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace building architecture CFM would be an asset.

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

Knowledge and Skills (required):

• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to give clear instructions.

• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
• Excellent team management and performance management skills.
• Attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
• Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.

TERMS AND CONDITIONS

INCLUSION IN THE ROSTER DOES NOT GUARANTEE ANY FUTURE CONTRACTUAL RELATION WITH THE WFP.

All applications received will be reviewed and go through a selection process to assess relevant experience and qualifications. Applicants who meet the selection criteria may be contacted for further interviews or assessments and to confirm their continued interest and availability.

Successful candidates will be placed on a roster for short-term opportunities. Rostered applicants may be contacted in the upcoming 24 months on an as-needed basis.

WFP offers a competitive compensation package which will be determined by the contract type and selected candidate’s qualifications and experience.

Please visit the following websites for detailed information on working with WFP.

http://www.wfp.org . Click on: “Our work” and “Countries” to learn more about WFP’s operations.

DEADLINE FOR APPLICATIONS

Deadline for roster application: 05 November 2023

Ref.: VA no. 829582

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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.