WFP recruits 01 Common Feedback Mechanism (CFM) / Project Officer
Common Feedback Mechanism (CFM)- Project Officer
This Position is open to Tunisian Nationals and will be based in Tunis, Tunisia
WFP Libya Country office out-posted in Tunis, Tunisia
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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.
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.
To know more about WFP, please check this link: https://www.youtube.com/results?search_query=ain%27t+no+mountain+high+wfp
About the Position
TYPE OF CONTRACT: SC 8
UNIT/DIVISION: ETC, WFP/IT
DUTY STATION (City, Country): Tunis (frequent travel to Libya)
DURATION: 6 Months renewable
ACCOUNTABILITIES/RESPONSIBILITIES:
The Common Feedback Mechanism (CFM) Project Manager will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC), WFP’s Data Protection and Privacy Guidelines and the ETC’s Monitoring and Evaluation Framework:
• Establish and maintain effective relationships with stakeholders. Support and act where required as the accountability focal point between partners and the CFM for Libya and ensure information flows in accordance with established information management and reporting standards and procedures;
• Represent the CFM at meetings upon request, including but not limited to cluster-level meetings. Design and deliver cluster-specific, and other tailored presentations as required;
• Support ETC Coordinator with the the design and implementation of CFM.
• Ensure quality assurance standard operating procedures, including monitoring call handling performance and data entry against indictors, designing performance improvement/capacity building training programmes, and designing user satisfaction surveys;
• Support in the design of key performance indicators (KPI) for operators (eg time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day);
• Support in the hiring of new operators, and other staff members as required;
• Ensure CFM Libya staff act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality;
• Design training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. The CFM Project officer will engage with positive learning practices and strategies to build a positive learning environment and maintain team morale;
• Ensuring Call Centre staff follow strict data protection and confidentiality principles;
• Design daily, weekly, monthly responsibility matrix, with assigned alternatives;
• Support in the development, implementation, and updating of standard operating procedures for every aspect of the daily CFM operations;
• Support in the development of operator scripts, IVR messaging, and the design of telephone routing systems to ensure that callers are quickly able to obtain the information they require;
• Ensure information management systems are up-to-date and relevant with timely information
• Check and respond to out-of-hours messages, follow up on attempts to connect to the Iraq IIC during out-of-office hours;
• Liaise with IT support services to rapidly resolve technical issues;
• Support internal and external information management structures to ensure the timely accurate delivery of information to affected populations;
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner;
• Handle calls when required. Handle calls that on occasions can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller;
• Support visibility efforts to raise awareness of the CFM among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities;
• If required, conduct daily and weekly analysis of call log, referring cases and tracking cases referred to partners and their level of feedback as it comes in. Document this feedback from partners in a systematic way to facilitate analysis and reporting of impact, closing the loop on complaints, and support the overall accountability of humanitarian actors to the affected population;
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times; and,
. Perform other duties as required
DELIVERABLES AT THE END OF THE CONTRACT:
The deliverable of the CFM project officer is to strengthen the integration of Accountability to Affected Population principles in the humanitarian response for Libya through CFM project. The work of the Project Manager contributes to below:
• Supporting Humanitarian partners and inform them of priority, needs and views of affected population in the humanitarian response
• To offer services to the humanitarian responders meeting the standards of quality, efficiency and cost-effectiveness.
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: University degree in project management, Political Science, International Relations, Law, Peace and Conflict Studies, humanitarian aid, public policy, journalism, media and communications, or another related field or relevant experience.
Experience: • At least 2 years, progressively responsible professional experience with humanitarian agencies (NGOs and/or the UN in support of humanitarian services, directly implementing projects with the strong component of Monitoring and Evaluation, Coordination and/or Accountability to Affected Population (AAP).
Knowledge & Skills: • Understand key concepts of access to information, CWC, AAP, and Protection;
• Knowledgeable of the IASC cluster system.
• Ability to plan and organize own work programme.
• Tact and ability to work harmoniously with people of different national and cultural backgrounds;
• Demonstrated problem-solving skills;
• Excellent planning and time management skills;
• Ability to work under pressure and meet tight deadlines;
• Proficiency in the use of Microsoft Office suite of applications;
• Creativity in the presentation of information through use of graphical, pictorial or other appropriate communication means;
• Knowledge of Research Methodologies, Best Practices and trends in Research and Analysis;
Languages: Fluency in oral and written English. Preferable to have knowledge of Arabic language.
DEADLINE FOR APPLICATIONS
The deadline for application is 02.07.2019
To apply please go to the career tab under the following link: https://www1.wfp.org/careers
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Female applicants and qualified applicants from developing countries are especially encouraged to apply
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.