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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

WFP seeks to recruit a Community Feedback Mechanism (CFM) hotline operator. This position falls under programme unity and is a key component of Accountability to Affected Population (AAP) which is one of WFP core values that helps to provide the best possible service to the people it assists.
The CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes, and raising issues of concern in a safe and confidential way. WFP has five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations, in school feeding and other programmes, which beneficiaries use to report their complaints, inquiries, and provide feedback to WFP.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the direct supervision of Programme Policy Officer (Gender and Protection), the incumbent will support the WFP Rwanda Country Office (CO) to manage WFP’s toll free mainly: receive cases through the hotline (voice call and text), recording them in the SUGAR CRM database system, and escalating them for resolution. The incumbent is expected to develop and lead initiatives with minimal supervision while coordinating internally and externally with relevant colleagues and partners.

Core Responsibilities:
• Operating and managing WFP Hotline by receiving, answer, record, respond to, escalate, and manage incoming calls and text messages from beneficiaries and other stakeholders.
• Clearly translate a complaint from the local language into written English.
• Categorize, analyze, screen, and consolidate information about complaints and feedbacks to subsequent actions.
• Record the incoming complaints, enquiries, and feedbacks into the customer relations management database system (Sugar CRM) and facilitating close out of cases resolved once feedback is provided to beneficiaries
• Assign all issues which require investigation to the respective CFM focal point staff after the screening process in line with the escalation matrix
• Interact with relevant units within WFP Rwanda CO to follow up on complaints in consultation with complaints and feedback team. Follow up with the response of feedback and complaints and facilitate timely closure.
• Provide information to beneficiaries in response to enquiries regarding WFP programme and services.
• Provide regular updates, information summaries and periodic reports to Programme Policy Officer (Gender and Protection) and programme managers.
• Compile and escalate sensitive complaints like harassment, SEA, abuse, exploitation and categorize in line with the standard operating procedures
• Facilitate caller satisfaction surveys to gauge effectiveness of the CFM communication channels
• Contribute to the development of standardized key messages, necessary to facilitate first-case-resolution for common queries in all coordination with all relevant units.
• Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end including related information.
• Keep updated on WFP programmes and service delivery as well as needs of beneficiaries and target group/priority beneficiaries.
• Contribute to the roll out of the CFM communication channels through community sensitization initiatives.
• Strict adherence to WFP procedures/policies and humanitarian principles.
• Take part in the protection advocacy and promotion activities of WFP
• Perform any other duties as required by the supervisor.

Expected results:

• All complaints and feedback received through the hotline are captured, recorded, and tracked through the Sugar CRM database system
• Cases are escalated to the respective CFM focal points and regular follow up is made to track timely resolution
• Regular updates and monthly reports are presented to the Programme Policy Officer (Gender and Protection) and to the programme managers.
• Confidentiality is upheld in case handling and throughout the CFM processes

STANDARD MINIMUM QUALIFICATIONS

Education:
Completion of University degree/diploma in communications, education, business administration, social sciences, or any related fields; development studies or management is desirable.
Languages: Excellent English writing and communication skills. Fluency in Kinyarwanda is essential
Experience: At least four years of programme related experience. Community engagement experience is an added advantage.

Knowledge & Skills: Strong analytical, writing and communication skills with excellent database management, computer literacy and reporting skills.
Well organized with a demonstrated customer service attitude and relationship building, ability to work with minimal supervision, eager to learn and motivated to work in humanitarian field.

DEADLINE FOR APPLICATIONS

16 June 2024

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WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.