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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. We are committed to promoting diversity and the principle of equal employment opportunity for all our employees and encourages qualified candidates to apply irrespective of religion or belief, ethnic or social background, gender, gender identity and disability.
The United Nations World Food Programme (WFP) is the world’s largest humanitarian organization, 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: Programme Assistant (Community Feedback Mechanism)
Duty Station: Dushanbe
Grade: SC5
Type of Contract: Service Contract
Duration: 1 Year
Vacancy Number: 828092
Date of Publication: 30 June 2023
Deadline of Application: 16 July 2023
WFP Tajikistan supports affected communities across the country, which includes school-based programmes, nutrition-specific and sensitive programmes and climate change adaptation and resilience-building programmes. WFP also responds to emergencies and shocks created by natural disasters, conflicts or resulting from socioeconomic crises.
The geographic scope of WFP Tajikistan operations encompasses the entirety of the country. In addition to the country office in Dushanbe, WFP has field offices located in Bokhtar, Gharm, Khorog, and Khujand to oversee operations in those specific regions.
In order to improve accountability and transparency of its programme and project activities towards its beneficiaries, WFP is establishing a country-wide community feedback mechanism (CFM) to ensure that affected populations can engage in the processes and decisions that affect their lives. The CFM is a formal mechanism for receiving information from people and communities where WFP operates and feedback can be formal captured through specific mechanisms, and processes or informal captured in an ad-hoc manner.
WFP is planning to setup multiple channels including a telephone hotline, onsite helpdesks, community outreach, and suggestion boxes. To be effective, the CFM must apply established standardized procedures for recording complaints and feedback, following up on issues, taking action and providing feedback to the complainant in a safe and dignified manner.
Given the nature of this role, which encompasses being a first responder to people calling a hotline and also managing feedback coming in from other channels, the incumbent must possess excellent customer care and communication skills, a clear and friendly attitude, a strong understanding of how to handle sensitive information, and 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 is also required. Excellent time management and language skills are critical.
Under the direct supervision of the Senior Programme Associate focusing on accountability to affected populations and the CFM, and the overall supervision of the Research, Assessments, and Monitoring Officer, the Programme Assistant, CFM, will undertake the following responsibilities.
1. Receive and close CFM cases:
2. Actively apply standards and participate in the standardisation and improvement of the CFM
3. Support visibility of the CFM
EXPERIENCE:
EDUCATION:
KNOWLEDGE & SKILLS:
LANGUAGE:
• Required fluency (level C) in oral and written English, Tajik and Russian languages;
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.
Request for Disability related Reasonable Accommodations:
It is important to WFP to create an accessible and inclusive workplace for everyone. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the selection and hiring process, please direct your request and inquiries to the Diversity and Inclusion team on: global.inclusion@wfp.org, cc’ing taj.careers@wfp.org. A member of the reasonable accommodation team will contact you to confidentially discuss your needs.
This email is only to be used for any disability related accessibility requirements, and not for sending the application itself. Due to volume of applications, any applications or CVs sent through this email address will not be considered as a formal application and will not receive a reply from WFP.
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