Monitoring Assistant

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 organization, 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 organization 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.

STANDARD MINIMUM QUALIFICATIONS

• Education: Completion of secondary school education.  A post-secondary certificate in the related functional area will be an advantage.
• Languages: Oral and written working knowledge of English, Swahili and Kirundi. French is an asset.

ORGANIZATIONAL CONTEXT

• 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.

JOB 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: 

• 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 CFM Team Leader.

KEY ACCOUNTABILITIES (not all-inclusive)

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 SOPs. 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.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• 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.

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.

Source: https://career5.successfactors.eu//career?career_ns=job_listing&company=C0000168410P&navBarLevel=JOB_SEARCH&rcm_site_locale=en_GB&career_job_req_id=833039