Programme Assistant

<!–

Description

–>

ORGANIZATIONAL CONTEXT: 

The Programme Assistant (CFM management) will directly report to the Head of Research, Assessment and Monitoring (RAM). The incumbent is expected to produce organized and accurate technical work and reports. The incumbent will provide guidance on standard practices to other staff and counterparts in their area of work.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

• The World Food Programme’s (WFP) Community Feedback Mechanism (CFM) is a formal 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 populations and other relevant stakeholders (including affected populations, 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. 
• 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.
• To ensure the quality and effectiveness of WFP’s CFM in the Philippines country office, WFP seeks a Programme Assistant (CFM Management) to design and manage the implementation of CFM processes and structures.

KEY ACCOUNTABILITIES:

• Under the overall guidance and supervision of the Head of RAM, the Programme Assistant (CFM management) assist in the day-to-day implementation and functionality of the CFM. This includes helping manage feedback channels, supporting data entry and management, facilitating case assignments and referrals under supervision, and contributing to the timely closure of feedback loops with CFM users.

The Programme Assistant (CFM management) will have the following responsibilities:

• Assist in monitoring the CFM’s adherence to WFP corporate requirements as outlined in the CFM Standardization Guidance and the Guide to Personal Data Protection and Privacy. Report any discrepancies or areas for improvement to the supervisor.
• Support the development, maintenance, and updating of CFM Standard Operating Procedures by gathering input from stakeholders, documenting communities’ needs and preferences, and drafting procedure updates for review by higher-level staff.
• Oversee the implementation of the CFM information management system, which should address 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.
• Help maintain the quality of the service provided to CFM users through the adherence to Standard Operating Procedures. This includes conducting routine checks on feedback documentation and case management processes and reporting findings to supervisors for decision-making.
• Report 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 populations and community structures – this may involve field visits and/or representation at meetings, among other activities.
• Produce and disseminate accurate information and data on trends, needs, priorities of affected populations in a timely manner and lead the CO discussion on trends and issues coming from CFM to demonstrate the impact of the CFM.
• Design a capacity building strategy for new and old staff, including cooperating partners’ and contracted services’, to maintain and advance core skills (active listening, stress management, assignment of case category) and to ensure compliance with SOPs, WFP’s Guide to Personal Data Protection and Privacy (PDPP) and WFP’s Prevention of Sexual Exploitation and Abuse (PSEA) procedures and other corporate Ethics standards.
• Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan and the wider country-level strategy for Accountability to Affected Populations (AAP).
• Liaise with IT focal point 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 related duties and responsibilities as required.
• The Programme Assistant (CFM management) 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.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

• Bachelor’s degree in international Affairs, Psychology, Economics, Social Sciences, information management, statistics, or other relevant fields.

Experience:

• Minimum of 5 years’ experience in Protection in humanitarian settings, communications, client/customer services 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.

Languages:

• Oral and written working knowledge of English. Must be able to communicate in Filipino, and any other Philippine local languages.

Source: https://wd3.myworkdaysite.com/en-US/recruiting/wfp/job_openings/job/Manila-Philippines-The-RepOf-Th/Programme-Assistant–Community-Feedback-Mechanism-Management-_JR105641

<!—

<!–

–>