Programme Assistant (CFM), SC5 - Goma et Bunia
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. Operating in emergencies and supporting recovery from conflict and disasters, WFP emphasizes diversity, inclusion, and professional development. This role is crucial for ensuring accountability to affected populations in the Democratic Republic of Congo.
Job Purpose
The Programme Assistant (CFM) will be responsible for the effective daily management and operation of the Complaint Feedback Mechanism (CFM) in Goma and Bunia, Democratic Republic of Congo. This role is vital for ensuring WFP's accountability to the people it serves by managing feedback, complaints, and information requests from beneficiaries. The assistant will ensure adherence to WFP's CFM procedures and standards, contributing to program improvement through systematic data collection, analysis, and reporting. Key responsibilities include maintaining the CFM information management system, coordinating with internal teams and external partners, providing training to CFM operators, and ensuring quality assurance throughout the feedback process. The position aims to enhance transparency, integrity, and responsiveness in WFP's operations, ultimately supporting the dignity and well-being of affected populations.
Responsibilities
The World Food Programme (WFP) is seeking two Programme Assistants for its Complaint Feedback Mechanism (CFM) in Goma and Bunia, Democratic Republic of Congo. These roles are crucial for ensuring accountability to affected populations in a region facing significant security challenges and humanitarian needs. The assistants will report to the RAM Officer and be responsible for the daily operation of the CFM, adhering to WFP's established procedures and standards. This includes managing and processing feedback and complaints from beneficiaries, ensuring timely responses, and contributing to program improvement through data analysis and reporting. Key responsibilities involve maintaining the CFM's functionality, developing and updating standard operating procedures, and overseeing an information management system for feedback channels. The role also requires ensuring data quality, designing performance indicators, and coordinating with internal teams and external partners. Training and capacity building for CFM operators, as well as supporting community engagement and visibility efforts for the CFM, are also integral. The position demands strong analytical, communication, and problem-solving skills, the ability to work under pressure in a multicultural environment, and a commitment to maintaining confidentiality and professionalism. A minimum of five years of professional experience, preferably with an international organization, is required, along with a secondary education certificate and post-secondary education in a relevant field being desirable.
Work Experience
The role requires at least five years of professional experience, preferably with an international organization. Prior experience with a UN call center or similar international organization is advantageous. Key skills include strong customer service, communication, attention to detail, problem-solving, and the ability to work under pressure. Proficiency in data management, including advanced MS Excel skills, and the capacity to handle large datasets are also essential.
Skills
Complaint and Feedback Mechanism (CFM) Management, Customer Service, Information Management, Data Analysis, Team Management, Performance Management, Communication (Written & Oral), Interpersonal Skills, Problem-Solving, Time Management, Working Under Pressure, MS Excel Proficiency, Confidentiality, Attention to Detail, Cross-cultural Teamwork