Overview
The Programme Associate (Community Feedback Mechanism) will ensure the quality and effectiveness of WFP’s Community Feedback Mechanism (CFM) in Ukraine Country Office, managing its implementation to achieve core objectives of accountability to affected populations and risk mitigation.
Key Responsibilities
- Ensure compliance with corporate guidelines and standards related to CFM design and implementation, data protection, information security, confidentiality, and safeguarding.
- Maintain an effective escalation mechanism for high-risk, sensitive and unresolved cases.
- Report allegations of misconduct such as fraud, corruption, and theft.
- Support the design and implementation of a capacity building strategy for staff and stakeholders.
- Lead the systematic analysis of feedback data to identify trends, recurring issues, operational risks, and opportunities for programme improvement.
- Maintain and continuously improve dashboards, reports, and visualization tools.
- Manage the implementation of the CFM information management system.
- Perform quality assurance of the CFM database through routine data cleaning, validation and analysis.
- Support technical working groups to translate CFM findings and trends analysis into recommendations.
- Regularly assess user satisfaction, accessibility, inclusiveness and effectiveness of CFM channels.
- Support the development, maintenance and updating CFM Standard Operating Procedures.
- Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan.
- Support visibility and sensitization efforts to raise awareness of the CFM among affected populations.
Required Experience
Six or more years of progressively responsible relevant work experience in complaint and feedback mechanisms (CFM), accountability to affected populations (AAP) and/or protection in humanitarian settings. Experience in client/customer services, and information, knowledge and data management are desired. Work experience with a UN agency or international/national humanitarian organization or applied knowledge of the humanitarian and/or development sector would be an asset. Post-secondary education can compensate for some years of experience. For example, three (3) years of work experience in combination with a Master’s Degree; Four (4) years of work experience in combination with a Bachelor’s Degree.
Qualifications
Completion of secondary school education with a post-secondary certificate in a related area. Preferably a first university (bachelor) degree in social sciences, statistics, development economics, project management, monitoring and evaluation or related field.
