Community and Feedback Mechanism Associate, G6 Accra

Community and Feedback Mechanism Associate

Deadline for Application: 10 days from day of publication

The Office of the UN World Food Programme (WFP) Accra invites applications from suitable candidates to fill the vacancy below.

Job Title : Community and Feedback Mechanism (CFM) Associate

Duration : 12 Months (Renewable)

Post Grade : G6

Duty Station : Accra, Ghana

JOB PURPOSE:

To coordinate and perform monitoring activities within a specific coverage area and provide reports to support the effective delivery of assistance packages, and to promote Accountability to Affected Populations (AAP), establish dialogue between WFP and affected populations and provide support to WFP in gathering, storing and managing issues raised by, and feedback from affected populations in line with Standard Operating Procedures (SOPs).

MAJOR DUTIES AND RESPONSIBILITIES

The Research, Assessment, Monitoring and Evaluation (RAME) unit of the World Food Programme (WFP) Ghana plays a crucial role in identifying humanitarian assistance and development needs, targeting, monitoring and evaluation, establishing food security, nutrition, and early-warning systems, as well as mapping vulnerability and WFP interventions in the country. The RAME unit provides crosscutting support to the strategic outcomes in WFP’s multi-year Country Strategic Plan (CSP). The unit as well, in close collaboration and coordination with the programme unit, oversees the Community Feedback Mechanism (CFM), a formal mechanism for receiving information, feedback, and complaints from people, and in communities, where WFP operates.

Under the direct supervision of the Head of RAME, the Community Feedback Mechanism (CFM) Associate will be responsible for designing, implementing, and managing the organization’s community feedback mechanisms. S/He will play a key role in ensuring that community voices are heard, grievances are addressed, and feedback is integrated into program planning and decision-making processes. The incumbent will be responsible for the following duties:

Complaints and Feedback:

1. Support with the finalization and lead the implementation of a comprehensive Community Feedback Mechanism (CFM) strategy in collaboration with relevant stakeholders, ensuring alignment with WFP policies and guidance on the CFM.
2. Coordinate feedback across multiple feedback channels and platforms, including hotlines, suggestion boxes, community meetings, and digital tools, to facilitate communication and engagement with community members.
3. Promote community participation and ownership in feedback mechanisms through awareness-raising activities, capacity-building workshops, and community engagement initiatives.
4. Promote and sustain existing partnerships and explore opportunities for new partnerships, with local organizations, community leaders, and government authorities to strengthen CFM networks and enhance community trust and credibility.
5. Train WFP staff and partners on CFM protocols, procedures, and ethical considerations, emphasizing the importance of confidentiality, neutrality, and responsiveness in handling feedback.
6. Coordinate the collection and registration of complaints and feedback from WFP beneficiaries in order to document requests, compliments, feedback and complaints, and address grievances of the affected population, as per the consent provided by the CFM User and in line with SOPs.
7. Conduct regular analysis of feedback data to identify trends, patterns, and emerging issues, and prepare reports with actionable recommendations for program improvement.
8. Ensure CFM cases are referred to focal points within relevant units in WFP as per SOP, and with partners and government through Outcome and Activity managers, and that cases are actioned and closed within the timeline stipulated per SOP.
9. Categorize separately sensitive complaints like harassment, Sexual Exploitation and Abuse (SEA), abuse, and exploitation, compile and share with Prevention of SEA (PSEA) Focal Points and Workplace Advisor. Provide timely feedback to the complainants by liaising with relevant concerned staff; share immediate feedback to CFM users on issues which do not require further investigation.
10. Adhere strictly to WFP procedures/policies and humanitarian principles; apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the CFM data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
11. Contribute to the preparation of accurate and timely monthly, quarterly, annual and/or historic analysis and reports on CFM.
12. Monitor and evaluate the effectiveness of CFM activities, solicit feedback from beneficiaries and stakeholders, and recommend adjustments and improvements as needed.
13. Perform any other duty(ies) as assigned.

Minimum Academic Qualification

Bachelor’s degree in social sciences, Business Administration, International Development, Community Engagement, or a related field. An advanced degree in any related field would be an asset.

Minimum Experience

Minimum of six years of experience in community engagement, humanitarian assistance, development work, or a related field. Experience working with feedback mechanisms, complaint response systems, or community-based initiatives is highly desirable.

Desired Experiences for entry into the role:

• Demonstrated leadership and team management skills, with the ability to motivate and inspire staff, foster a culture of collaboration, and build trust and credibility with communities.
• Proven experience in designing and managing community feedback mechanisms, complaint response systems, or similar initiatives in humanitarian or development contexts.
• Strong understanding of participatory approaches, community engagement principles, and accountability frameworks, with a focus on promoting inclusivity, equity, and transparency.
• Excellent interpersonal and communication skills, with the ability to engage effectively with diverse stakeholders, including community members, staff, partners, and government officials.
• Analytical mindset and proficiency in data collection, analysis, and reporting, with experience using information management systems and tools.
• Advanced proficiency in computer applications such as Microsoft Office (Word, Excel, PowerPoint)
• Ability to maintain confidentiality.

Language:

Fluency in English oral and written English is a must. The applicant should also be fluent in any of the following or other native languages in Ghana: Hausa, Gurni, Twi, Bissa, Dagbani, Kussal, Sissala, Mosi, and Dagari etc. Applicants should include all local languages spoken as part of their application package. French will be an added advantage.

How to apply:

Applicants should submit their applications and CV stating 3 references online to: www1.wfp.org/careers/job.openings and follow the steps.

Qualified Female Candidates are encouraged to apply

People living with disability are also encouraged to apply

Only shortlisted candidates meeting the criteria will be contacted.