Community Feedback Assistant
Organizational Context
The World Food Programme (WFP) is a leading humanitarian organization dedicated to saving lives and improving livelihoods by delivering food assistance in emergencies and working with communities to enhance nutrition and build resilience. This role supports WFP's operations in the United Republic of Tanzania, specifically in Kasulu, contributing to its mission of addressing hunger and building sustainable food systems.
Job Purpose
The Community Feedback Assistant will serve as a crucial community-facing communication focal point for WFP in Kasulu, Tanzania. This role involves receiving, logging, and referring feedback from Community Feedback Mechanism (CFM) users, and ensuring the feedback loop is closed according to Standard Operating Procedures (SOPs). The assistant will receive training on WFP's corporate feedback management system and is expected to uphold the UN's core principles of integrity, professionalism, and respect for diversity, adhering to a code of conduct and oath of confidentiality.
Responsibilities
The Community Feedback Assistant will support the implementation of a functional CFM under the guidance of the CFM Team Leader. Key responsibilities include information sharing, data capturing, case referral, and closing the feedback loop in line with SOPs. This involves empowering communities with accessible information, documenting feedback, referring sensitive cases, and participating in relevant meetings. The role requires professional call-handling skills, sensitivity, neutrality, and adherence to confidentiality and data protection principles. The assistant will liaise with IT for troubleshooting, learn procedures quickly, and act professionally. Specific duties include logging requests, complaints, and feedback accurately into the CRM, conducting surveys, referring cases to appropriate focal points (including sensitive cases and allegations of SEA/fraud), and applying WFP's Personal Data Protection and Privacy (PDPP) guide. The role also involves identifying areas for CFM improvement, supporting visibility efforts, disseminating program information, contributing to reports, and performing other required duties.
Work Experience
No prior experience is required. However, one year of relevant experience is desirable, particularly in client services management, addressing client issues, CRM systems, and multi-tasking in multiple languages. Applied knowledge of the humanitarian, development, or peacebuilding architecture is also beneficial.
Skills
Essential skills include strong customer care and communication abilities, tact, courtesy, and attention to detail. The ability to identify data discrepancies, follow instructions, and work under pressure is crucial. Solid IT skills, problem-solving capabilities, excellent time management, and proficiency in at least two languages are required. Core values include care, respect, integrity, trust, accountability, sustainability, self-awareness, ethical awareness, collaboration, partnership building, innovation, strategic thinking, and managing complexity.