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. WFP utilizes food assistance to support people recovering from conflict, disasters, and climate change impacts. The organization values diversity, inclusion, and invests in employee development, offering a dynamic and multicultural work environment.

Job Purpose

The Programme Associate (Community Feedback Mechanism) will be responsible for the day-to-day implementation and functionality of WFP's Community Feedback Mechanism (CFM) in Liberia. This role involves managing CFM employees, overseeing the information management system, ensuring the quality of CFM data and case management, and meeting all project deliverables. The Associate will design, establish, and maintain the CFM information management system, ensuring alignment with country office data systems and inter-agency accountability standards. They will develop and update Standard Operating Procedures, oversee the management of feedback channels, and ensure timely and accurate case referral and resolution, including sensitive allegations. The position requires reporting misconduct, supporting CFM visibility and sensitization, and producing data on affected populations' trends and needs to inform programmatic adaptation and decision-making.

Responsibilities

The Programme Associate (Community Feedback Mechanism - CFM) is responsible for the daily operations and functionality of the CFM. This includes managing CFM staff, overseeing the information management system, and ensuring the quality of CFM data and case management. The role involves designing, establishing, and maintaining the CFM information management system, ensuring it aligns with country office data systems and inter-agency standards. Developing and updating Standard Operating Procedures (SOPs) for information intake, analysis, case action, and resolution is crucial. The Associate will oversee the management of all feedback channels, centralized data, timely case referral (including sensitive allegations), and closing the loop with users. They must report misconduct like sexual exploitation and abuse (SEA), fraud, corruption, and theft according to corporate policies. The position also requires supporting visibility and sensitization efforts for the CFM, producing data on affected populations' trends and needs, and leading discussions to demonstrate CFM impact. Furthermore, the Associate will lead technical working groups to translate CFM findings into recommendations and facilitate steering committee meetings for programmatic adaptation. Capacity building for staff and partners on core skills and compliance with WFP policies is also a key responsibility. The role ensures the CFM contributes to the country office's Accountability to Affected Populations (AAP) strategy and promotes the value of AAP across the organization.

Work Experience

Requires a minimum of two years of experience in client/customer services or social work. Experience with a UN agency or international organization, or applied knowledge of humanitarian, development, or peacebuilding architecture is considered an asset.

Skills

Community Feedback Mechanisms, Information Management Systems, Data Analysis, Case Management, Accountability to Affected Populations (AAP), Customer Service, Communication Skills, Problem-Solving, Capacity Building, Reporting, Risk Mitigation, Humanitarian Response, Project Management, Interpersonal Skills, Adaptability

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