Programme Associate (community Feedback Mechanism )

Organizational Context

The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. In Ukraine, WFP provides critical food and cash assistance to populations affected by the ongoing conflict, working to ensure reliable access to nutritious food and supporting recovery efforts.

Job Purpose

The Programme Associate (Community Feedback Mechanism) will be responsible for ensuring the quality and effectiveness of WFP's Community Feedback Mechanism (CFM) in Ukraine. This role involves managing the implementation of CFM processes and structures to uphold WFP's commitment to accountability to affected populations, enabling their participation in decision-making. The associate will identify and mitigate risks, adapt programming based on community feedback, and ensure that feedback is systematically analyzed to drive operational improvements. Key responsibilities include managing the CFM information system, ensuring data quality, facilitating community consultations, and reporting on CFM findings to inform evidence-based decision-making and enhance the effectiveness of WFP assistance.

Responsibilities

The World Food Programme (WFP) is seeking a professional to manage its Community Feedback Mechanism (CFM) in Ukraine. This role is crucial for ensuring WFP's accountability to affected populations by enabling their participation in decision-making processes. The responsibilities include upholding WFP's commitments to affected populations, quickly identifying and mitigating risks, and adapting programming based on community engagement. The position requires ensuring the quality and effectiveness of the CFM, managing its implementation, and maintaining compliance with corporate guidelines on data protection, confidentiality, and safeguarding. A key aspect involves establishing an effective escalation mechanism for high-risk cases and reporting any misconduct. The role also entails developing and implementing capacity-building strategies for WFP and partner staff on CFM procedures and ethical standards. Furthermore, the professional will lead the systematic analysis of feedback data to identify trends, operational risks, and opportunities for program improvement, translating findings into actionable recommendations. This includes managing the CFM information system, ensuring data quality, and supporting technical working groups. Regular assessment of CFM channels' user satisfaction and effectiveness is expected, along with updating Standard Operating Procedures and ensuring the CFM integrates into broader Accountability to Affected Populations (AAP) strategies. The role also involves raising awareness of the CFM among affected populations and community structures.

Work Experience

Requires six or more years of progressive work experience in complaint and feedback mechanisms (CFM), accountability to affected populations (AAP), or protection in humanitarian settings. Experience in client services, and information/data management is desired. Experience with UN agencies, humanitarian organizations, or knowledge of the humanitarian/development sector is a plus.

Skills

Community Feedback Mechanisms (CFM), Accountability to Affected Populations (AAP), Protection in Humanitarian Settings, Data Management, Data Analysis, Customer Service, Information Management, Project Management, Monitoring and Evaluation, Capacity Building, Training and Facilitation, Communication Skills, Interpersonal Skills, Problem-Solving, Collaboration, Attention to Detail, Working Under Pressure, Microsoft Excel, Data Visualization Tools, CRM Systems, Case Management Systems, Feedback Management Systems

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