Programme Assistant (Complaint Feedback Mechanism - CFM)

Job Posting Organization:
The World Food Programme (WFP) is the world's largest humanitarian organization dedicated to saving lives in emergencies and using food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and extreme weather shocks. Established in 1961, WFP operates in over 80 countries, employing thousands of staff members who are committed to the mission of eradicating hunger and improving nutrition. WFP's vision is to create a future where every person has access to the food they need to live a healthy and active life. The organization emphasizes diversity and inclusion, ensuring that all employees are treated equally and fairly, regardless of their background. WFP has received numerous accolades for its work, including the Nobel Peace Prize in 2020, highlighting its commitment to humanitarian efforts and global security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security.

Job Overview:
The Programme Assistant (CFM) position is crucial for the effective management of the Complaint Feedback Mechanism (CFM) within the World Food Programme. The role is designed to support the accountability of WFP's operations to affected populations in Goma and Bunia, where the organization is actively involved in providing humanitarian assistance. The Programme Assistant will work under the direct supervision of the RAM Officer and will be responsible for ensuring the smooth operation of the CFM, adhering to established procedures and standards. This position requires a solid background in complaint management, customer service, and information management, as the assistant will facilitate communication between beneficiaries and WFP, ensuring that their concerns and feedback are addressed promptly and effectively. The Programme Assistant will also play a key role in analyzing trends and producing reports that inform program adjustments and improvements, thereby enhancing the quality of services provided to beneficiaries.

Duties and Responsibilities:
The Programme Assistant will be responsible for a variety of tasks, including but not limited to: managing and ensuring the effective operation of the CFM in accordance with established standards; advocating for necessary resources to maintain the functionality of the CFM; developing and updating standard operating procedures for the CFM; ensuring that the CFM aligns with community engagement strategies; implementing an information management system for crisis coordination; producing timely and accurate reports on trends and needs of affected populations; ensuring quality assurance at every stage of data flow; designing key performance indicators for operators; coordinating with internal and external stakeholders; organizing regular team meetings and presenting findings to management; conducting training sessions for new staff and capacity-building workshops; supporting community engagement efforts; participating in targeting exercises and post-targeting checks; and performing any other tasks as required by the office.

Required Qualifications:
Candidates must possess a secondary education, with a post-secondary certificate in a relevant field being desirable. A minimum of five years of professional experience is required, particularly with international organizations. Experience in call center operations or similar roles within the UN system is considered an asset. Candidates should demonstrate strong customer service skills, excellent communication abilities, attention to detail, and proficiency in computer skills, including the ability to work across multiple platforms. The ability to work under pressure, manage time effectively, and maintain confidentiality is essential. Knowledge of UN policies and procedures is also beneficial.

Educational Background:
The minimum educational requirement for this position is the completion of secondary education. A post-secondary certificate in a relevant functional area is preferred, which may include fields such as social sciences, international relations, or humanitarian studies. This educational background will provide the necessary foundation for understanding the complexities of humanitarian assistance and the operational frameworks within which WFP operates.

Experience:
Candidates should have at least five years of relevant professional experience, particularly in roles that involve complaint management, customer service, or information management. Experience working with international organizations, especially within the UN system, is highly valued. Familiarity with call center operations or similar environments will be advantageous, as it demonstrates the ability to handle inquiries and feedback effectively in a high-pressure setting.

Languages:
Fluency in French, with strong written communication skills, is mandatory (Level C). Intermediate proficiency in English is considered an asset (Level B). The ability to communicate effectively in both languages will facilitate interactions with diverse stakeholders and enhance the overall effectiveness of the CFM.

Additional Notes:
This position is a Service Contract (SC5) for a duration of 12 months, with the possibility of renewal based on funding availability. The role is based in Goma and Bunia, Democratic Republic of the Congo, and involves working in a challenging environment characterized by security concerns and humanitarian needs. WFP offers a competitive compensation package and is committed to providing a diverse and inclusive workplace. The organization encourages applications from qualified candidates regardless of their background, and all employment decisions are made based on merit and organizational needs.