Community Feedback Mechanism (CFM) Officer, SC8, Cox's Bazar
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace, stability, and prosperity. WFP uses food assistance to support people recovering from conflict, disasters, and extreme weather. We are committed to a diverse, inclusive, and high-performing workforce, operating with integrity, collaboration, commitment, humanity, and inclusion.
Job Purpose
The Community Feedback Mechanism (CFM) Officer will manage and enhance WFP's formal two-way communication system, ensuring effective intake, management, analysis, and resolution of feedback from affected populations and stakeholders. This role is crucial for facilitating participative approaches in humanitarian response and upholding a rights-based approach to development, grounded in accountability and transparency. The Officer will support the development of accessible feedback channels, handle sensitive cases confidentially, and identify areas for CFM improvement. They will also analyze CFM data to inform programme adjustments and strategic planning, represent WFP in interagency forums, and supervise CFM staff. The position requires strong coordination with partners and a commitment to WFP's data protection policies, ultimately strengthening WFP's accountability to the people it serves.
Responsibilities
The Community Feedback Mechanism (CFM) Officer is responsible for ensuring the effective functioning of feedback channels for WFP stakeholders. This involves managing the CFM customer relationship management tool (SugarCRM), ensuring accurate and timely processing of feedback, and maintaining communication with users according to established procedures. A key duty is supporting the development of accessible and safe feedback channels, meticulously documenting the referral and resolution cycle for all inquiries and concerns. The role also requires strict adherence to protocols for handling sensitive cases, including allegations of misconduct such as sexual exploitation and abuse, fraud, corruption, and theft, ensuring confidentiality and prompt action. Proactive identification and reporting of areas for CFM improvement, including data accuracy, technical issues, and procedural enhancements, are crucial. The officer will chair the CFM Task Force, conduct team meetings, present findings to senior management, and contribute to policy development. They will also support CFM Focal Points in case referral and escalation, and ensure all WFP staff involved have signed confidentiality oaths. Furthermore, the role involves analyzing CFM data to provide insights for program adjustments and strategic planning, developing and updating information structures and standard operating procedures, and providing technical support for communication materials. Interaction with WFP-supported communities to gather concerns and suggestions is also a responsibility, alongside applying data protection and privacy guidelines. Collaboration with interagency forums, UNHCR, and other units like Gender, Protection, and Inclusion is essential for coordinated communication and support. Finally, the officer will supervise, train, and guide CFM staff, conduct sensitization activities to raise awareness of the CFM, and support the establishment of new CFM Desks.
Work Experience
Requires at least 5 years of overall experience, with 3 years in managerial or supervisory roles within client services, protection, or accountability to affected populations (AAP), including CFM. A minimum of 1 year of this professional experience must be post-graduation. Experience with a UN agency or international organization is advantageous.
Skills
Community Feedback Mechanisms, Customer Relationship Management (CRM), Data Analysis, Information Management, Communication, Training, Supervision, Coordination, Partnership Building, Problem-Solving, Accountability to Affected Populations (AAP), Data Protection, Interpersonal Skills, Adaptability