Overview

The role is responsible for the daily implementation and functionality of the Complaints Mechanism (CFM) in accordance with the CFM standard guide, including managing CFM staff, information management system, and achieving expected results. The position aims to ensure the CFM contributes to program improvement and affected populations' participation in decision-making.

Tasks Summary

• Support community empowerment through timely and accessible information and participation in decision-making processes.
• Ensure the CFM meets the minimum requirements of a functional CFM as outlined in the agency’s CFM standard guide.
• Ensure the CFM adds value by demonstrating its contribution to program improvement and affected populations’ participation in decision-making.
• Provide technical support and assist in the development and implementation of various activities and processes in the specific area of work by supporting alignment with the broader programme policies and guidelines.
• Liaise with the IT focal point for troubleshooting any issues related to the technology supporting feedback management.
• Provide project management support for specific and/or defined programmes to ensure that the various CFM activities are accomplished within established objectives and in accordance with WFP policies and procedures.
• Within the specific area of responsibility, prepare a series of reports and data analysis and highlight trends/issues, ensuring that deliverables are compliant with corporate standards and quality assurance to advance the PAA programme.
• Provide the necessary tools, training and resources to enable high-quality performance of CFM staff, in accordance with standard operating procedures and WFP’s Data Protection and Privacy Policy (DPPP), conducting performance management if necessary.
• Make understood the value of AAP (accountability) at all levels of WFP and, where appropriate, externally.
• Act as a point of contact for the resolution of a range of operational issues and problems in a specific technical area of responsibility.
• Ensure the effective management and functioning of a functional CFM in accordance with SOPs, minimum requirements (programmatic and technical) and DPPP.
• Ensure an appropriate staffing structure to maintain a functional CFM.
• If necessary, advocate for more resources (human, operational) to ensure the CFM remains functional and effective.
• Develop, maintain and update, and ensure adherence to all CFM standard operating procedures.
• Ensure the CFM feeds into the CO (Country Office) community engagement strategy and supports timely communication of programmatic adjustments and articulation of the feedback loop to affected populations.
• Develop and oversee the implementation of a CFM information management system, strategy and standardized operating procedures, including management of all feedback channels, centralized data management (including programmatic updates), timely and accurate case allocation and referral (including sensitive cases and allegations of sexual exploitation and abuse and fraud), receipt of information on CFM activities, receipt of guidance from partner CFMs and feedback loop closure.
• In close coordination with the Data Analyst, produce and timely disseminate accurate information and data on affected populations’ trends, needs and priorities, and lead the CO discussion on trends and issues arising from CFMs to demonstrate CFM impact.
• Support the recruitment of relevant CFM positions.
• Build the capacity of CFM staff and effectively manage their performance, ensuring duty of care and adherence to the code of conduct and oath of confidentiality.
• Ensure quality assurance at every step of the data flow, ensuring the system is updated as necessary.
• Design key performance indicators (KPIs) for operators (e.g. problem resolution time, time per interaction, optimization rate, number of interactions processed per day).
• Manage performance to ensure compliance with these KPIs.
• Ensure appropriate coordination within the CFM team and other internal or external stakeholders relevant to the effective functioning of the CFM.
• Maintain regular communication with the WFP programme team to ensure any programme changes, that CFM operators have access to the most current and accurate information, processes and procedures.
• Organize regular CFM team meetings and regularly present CFM findings to the Head of Unit Protection, as well as to relevant meetings.
• Address emerging concerns and inform the Head of Unit.
• Design and organize training sessions for new staff members and capacity building sessions for operators to maintain and improve core skills (active listening, stress management) and enhance existing skills, knowledge and capacities in specific areas, including protection and gender-related issues.
• Provide technical and linguistic support to CFM operators as per their needs.
• Support visibility efforts to raise awareness of the CFM among affected populations, WFP staff and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
• Maintain a professional level at all times, especially during difficult or stressful interactions with CFM users and colleagues.
• Perform other job-related duties as required.

Experience Requirements

• A Master’s degree with 5 years of experience, with at least one (1) year of professional experience in community feedback mechanisms, beneficiary services functions, including prior experience in a humanitarian organization.
• A Bachelor’s degree with 6 years of specific experience in the field of community feedback mechanisms, with at least two (2) years of professional experience.
• Professional experience in a humanitarian organization call centre would be an asset.
• Applied knowledge and skills in beneficiary services management at a senior level within humanitarian organizations.
• Applied knowledge of beneficiary relationship management, multitasking in at least two national languages, interchangeably.
• Applied knowledge of humanitarian, development and/or peacebuilding architecture.
• Proven team management and performance management skills, as well as information management skills.

Qualification Requirements

• Diplôme universitaire ou diplôme équivalent dans les disciplines suivantes : administration des affaires, communication, sociologie, développement international ou des domaines apparentés à l'aide alimentaire.