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Automatically translated from French. View the original offer
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BAC Level+3 Deadline: 13 Jan 2019 2026
Job description The World Food Programme (WFP) is the largest humanitarian organization in the world. It saves lives in emergencies and uses food aid to build a path to peace, stability and prosperity for people recovering from conflict, disasters and the consequences of climate change. Administrative Support Assistant – Community Return Mechanism
The World Food Programme (WFP) Reporting Mechanism is a formal two-way communication system, composed of human resources, processes, hardware and software, that facilitates the collection, management, analysis, processing and resolution of complaints received from affected populations and other relevant stakeholders (including affected people, WFP staff, implementing partners, government representatives, various suppliers).
This mechanism promotes a participatory approach to humanitarian response and a human rights-based approach to development, and is based on the principles of accountability, transparency, equality and non-discrimination. It aims to allow community members to share information, express their concerns and needs, or suggest improvements regarding their experience with WFP or the humanitarian system in general. To ensure the quality and effectiveness of the Community Feedback Mechanism (CFM) in its country office in République In Congo, WFP is looking for a Business Support Assistant to support the implementation of CFM processes that will enable it to achieve its main objectives: Fulfill its commitments on accountability to affected populations by helping to enable the participation and centralization of affected populations in WFP decision-making; Identify and rapidly mitigate risks to affected populations and the organization; Adapt programmes to improve the effectiveness of WFP assistance by engaging meaningfully with affected populations.
RESPONSIBILITIES/RESPONSIBILITIES:
Under the direction and supervision of the Head of Research, Evaluation and Monitoring (RAM), the BSA CFM will have the following responsibilities:
Interact with WFP-supported communities as needed, either in person or remotely, representing WFP through its channels of communication and collecting community concerns, needs or suggestions regarding their experience with WFP or the humanitarian system in general. Document in the Customer Relationship Management (CRM) tool the information reported via CFM channels; and close each case by ensuring final communication with the CFM user, in a precise and timely manner, in accordance with procedures, consent given and in accordance with standard operating procedures. Follow established procedures to deal with sensitive cases and allegations of misconduct such as sexual exploitation and abuse (SAA), fraud, corruption and theft in a timely and confidential manner. Apply the WFP Personal Data Protection and Privacy Guide (PDPP) to all aspects of the data flow process, in all interactions with the CFM user and report any PDPP violations. Support the development and improvement of documents, procedures and tools to support compliance with standard operating procedures, thereby helping to optimize case management and improve the quality of case management services. Proactively identify and report to the RMA on areas for improvement regarding CFM, including the accuracy and quality of information shared with the CFM user, technical issues related to CRM, improvements to the data entry form, and procedures for managing difficult CFM users. Demonstrate or be willing to acquire professional call management skills, with sensitivity, neutrality and patience, and respecting the principles of confidentiality and data protection.
Carry out visibility and awareness-raising tasks as needed, in order to raise awareness of the MFC among affected populations, WFP staff and humanitarian actors – This may involve field visits among other activities. Provide support for the development of CFM products to enable effective and efficient coordination of PAA within WFP and the humanitarian architecture. Maintain a level of professionalism in all circumstances, especially during difficult or stressful interactions with CFM users and colleagues. Liaise with the IT referrer to troubleshoot any technology-related issues that support comment management. Proactively solicit advice from the AMR manager as needed. Perform any other required tasks. The BSA CFM will receive and apply the training to conduct its work in a professional manner, in accordance with the three United Nations core principles of integrity, professionalism and respect for diversity, and in accordance with WFP’s Code of Conduct and Oath of Confidentiality.
QUALIFICATIONS AND EXPERIENCE REQUIRED:
Education: A first university degree in business administration, social sciences, information management with a specialization in customer service management, or another related functional area, is required. Experience: At least two years of experience in customer service or social work. Experience with a UN agency or international organization, or practical knowledge of the humanitarian sector, development and/or peacebuilding, would be an asset. Knowledge and skills:
The following knowledge and skills are required: Excellent customer service and communication skills, a clear and friendly attitude and the ability to follow and convey clear messages. The following knowledge and skills are desired: Knowledge of basic humanitarian standards, practices and methodologies for accountability and community engagement in the humanitarian sector. Ability to follow procedures and instructions and manage multiple tasks simultaneously in a professional manner, while achieving goals set in a high-pressure environment. Ability and attitude to learn quickly.
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