Programme Assistant

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.

Source: https://wd3.myworkdaysite.com/en-US/recruiting/wfp/job_openings/job/Addis-Ababa-Ethiopia-Federal-Dem-Rep/Programme-Assistant–Hotline-Operator—Oromifa-Speaker–SC5–Addis-Ababa–Ethiopia_JR106022-1