DEADLINE FOR APPLICATIONS

31 October 2024-23:59-GMT+03:00 East Africa Time (Addis Ababa)

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).

ABOUT WFP:

The World Food Programme (WFP) is the United Nations frontline agency in the fight against hunger. WFP is continually responding to emergencies. We save lives by getting food to the hungry fast. WFP also works to help prevent hunger in the future. We do this through programmes that use food to build assets, spread knowledge and nurture stronger, more dynamic communities. This helps communities become more food secure. On average, WFP aims to bring food assistance to more than 80 million people in 80 countries.

WFP Ethiopia is working with the Government and humanitarian partners to strengthen the resilience of Ethiopia’s most vulnerable population and to chart a more prosperous and sustainable future for the next generation. The Country Office also supports programmes that use food assistance to empower women, transform areas affected by climate change and keep children in school.

ORGANIZATIONAL CONTEXT:

This position is based in Addis Ababa WFP Ethiopia Country Office and will report to the Programme Associate, Complaint and Feedback Mechanisms.
At this level, job holders are responsible for completing a range of specialized and standardized processes and activities requiring some interpretation of standard guidelines and practices. Job holders can recommend a course of action to staff at various levels and may allocate tasks to other support staff. They work under minimum supervision, perform basic analyses and compile reports to support information consistency and smooth implementation of programmes/projects.

JOB PURPOSE:

The Hotline Operator is meant to address all the calls that are received through the existing WFP hotline that beneficiaries can reach out to request for assistance, information or file a complaints. The Hotline operator is responsible to record all cased in the SugarCRM database and escalate to the assigned case handlers for purposes of resolutions. The Hotline Operator will also be proactive in analyzing the calls received and making sure relevant programmatic related issues are flagged to supervisors and colleagues.

KEY ACCOUNTABILITIES (not all-inclusive, nor exhaustive):

The Programme Assistant – Hotline operator under the direct supervision of the Community Feedback and Response Associate and overall coordination of the AAP Officer and Head of Cross-Cutting team shall perform the following duties:

• Answer, record, respond to, escalate, and manage incoming calls and text messages from beneficiaries and other stakeholders.
• Clearly translate a complaint from the original or local language into written English.
• Categorize, analyze, screen and consolidate information about complaints and feedback, to subsequent actions.
• Record the incoming complaints, enquiries, and feedback, into the customer relations management database system (Sugar CRM).
• Continuously update the system by recording action taken and facilitating close out of cases resolved once feedback is provided to beneficiaries.
• Assign all issues which require investigation to the respective CFM focal point staff after the screening process in line with the escalation matrix.
• Interact with relevant units within WFP Ethiopia to allow up on complaints in consultation with complaints and feedback team. Follow up with the response of feedback and complaints and facilitate timely closure.
• Provide information to beneficiaries in response to enquiries regarding WFP programme and services.
• Provide regular updates, information summaries and periodic reports to Complaints and Feedback Team (CFT), Head of Cross-Cutting team Head of program (HOP), Deputy head of program (DHOP).
• Compile and escalate sensitive complaints like harassment, SEA, abuse, exploitation and categorize in line with the standard operating procedures.
• Facilitate/assist program managers to chair and act as secretariat for the complaints & feedback team, document minutes and other records of the meeting.
• Facilitate caller satisfaction surveys to gauge effectiveness of the hotline.
• Contribute to the development of standardized key messages, necessary to facilitate first- case-resolution for common queries in all coordination with all units.
• Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end including related information.
• Keep updated on WFP programmes and service delivery as well as needs of beneficiaries and target group/priority beneficiaries.
• Contribute to the roll out of the hotline through community sensitization initiatives.
• Strict adherence to WFP procedures/policies and humanitarian principles.
• Take part in the protection advocacy and promotion activities of WFP.
• Perform any other duties as required by the supervisor.

STANDARD MINIMUM QUALIFICATIONS:
Education: Completion of a University Degree in Economics, Business Administration, Social Sciences, Developmental Studies, Management or any other related fields.

Experience: At least 5 years of program-related experience in program and project implementation, focusing on case management or customer relations management services.

Language: Fluency in both oral and written communication in English and Oromifa is mandatory and Somali speaker is desirable.

EXPECTED RESULTS:

• Accurate and well-organized records/data generated and maintained in the CFM database.
• Command of the CFM processes and close collaboration with the CFRM Associate.
• Identified information discrepancies with the CFRM Associate and Head of the Unit.
• Confidentiality is respected and maintained throughout the entire CFRM process.

CRITICAL SUCCESS FACTORS:
Able to identify critical information based on severity and prioritize responses in terms of time and significance; ability to convey courtesy, tact, and empathy from different cultural backgrounds. The individual should be able to contribute to preparing and compiling reports by producing basic charts, tables, and other analytical data presentations.

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 dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at [email protected]. Our DEI team is here to ensure your full participation in our recruitment process.

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

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is completed, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at [email protected] in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

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.