Community Feedback Mechanism (CFM) Officer

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, established to save lives in emergencies and to use food assistance as a means to build pathways to peace, stability, and prosperity for individuals recovering from conflict, disasters, and the impacts of extreme weather. WFP operates globally, with a mission to ensure that no one goes hungry, and it is committed to the principles of accountability, transparency, and inclusivity. WFP has a diverse workforce and promotes equal employment opportunities, encouraging candidates from all backgrounds to apply. The organization has received the Nobel Peace Prize in 2020, highlighting its significant contributions to humanitarian efforts worldwide. WFP invests in the professional development of its employees through various training and mentorship programs, fostering a healthy and inclusive work environment. The organization operates in numerous countries, providing essential support to millions of people in need, and is dedicated to maintaining high standards of integrity and collaboration in its operations.

Job Overview:
The Community Feedback Mechanism (CFM) Officer plays a crucial role in the WFP’s efforts to establish a formal two-way communication system that allows affected populations and stakeholders to provide feedback regarding their experiences with WFP and the humanitarian system. This position is integral to ensuring that community members can express their concerns, needs, and suggestions effectively. The CFM Officer will be responsible for managing the customer relationship management tool, ensuring that feedback is documented, analyzed, and acted upon in a timely manner. The role requires a proactive approach to identifying areas for improvement within the CFM, facilitating participative approaches in humanitarian responses, and ensuring adherence to WFP’s corporate guidance and policies. The CFM Officer will also engage with various stakeholders, including WFP staff, cooperating partners, and affected populations, to enhance the effectiveness of the feedback mechanism and ensure that it aligns with WFP's mission and values.

Duties and Responsibilities:
The CFM Officer will be responsible for a range of key accountabilities, including:

• Documenting and supporting the functioning of the CFM customer relationship management tool (SugarCRM) and ensuring timely and accurate communication with users.
• Developing accessible and safe channels for stakeholders to provide feedback and ensuring proper documentation of referral and resolution processes.
• Handling sensitive cases and allegations of misconduct with confidentiality and in accordance with established procedures.
• Identifying and reporting areas for improvement within the CFM, including technical issues and data quality.
• Leading the CFM Task Force in Cox’s Bazar and conducting meetings to present findings to senior management.
• Supporting CFM Focal Points to ensure proper case management and referrals.
• Ensuring compliance with confidentiality agreements among WFP staff involved in the CFM.
• Analyzing CFM data to provide insights for program adjustments and strategic planning.
• Contributing to the development of internal and external information structures to facilitate data flow. 1
• Engaging with communities to collect feedback and represent WFP’s communication efforts. 1
• Ensuring adherence to WFP’s Guide to Personal Data Protection and Privacy in all interactions. 1
• Participating in interagency forums to promote collaboration and consistency in communication across the humanitarian sector. 1
• Collaborating with various stakeholders, including UN agencies and NGOs, to enhance the CFM's effectiveness. 1
• Supervising and training staff involved in the CFM operations and raising awareness among affected populations about the mechanism.

Required Qualifications:
Candidates must possess an Advanced University Degree (Master’s or equivalent) in Social Sciences, Business Administration, Communication, Information Management, or a related field. Additionally, candidates should have at least 5 years of overall experience, including a minimum of 3 years in professional roles related to Client/Customer Services Functions or Protection and Accountability to Affected Populations, with at least 1 year of experience post-graduation. Experience working with a UN agency or international organization is highly desirable, as is knowledge of the humanitarian and development sectors.

Educational Background:
The educational requirement for this position is the completion of an Advanced University Degree (Master’s or equivalent). Candidates with degrees in relevant fields such as Social Sciences, Business Administration, Communication, or Information Management will be preferred. This educational background is essential to ensure that the candidate possesses the necessary theoretical knowledge and analytical skills to effectively manage the Community Feedback Mechanism and engage with diverse stakeholders.

Experience:
The position requires a minimum of 5 years of overall professional experience, with at least 3 years in roles that involve client or customer service functions, protection, and accountability to affected populations. Within this experience, candidates must have at least 1 year of post-graduate professional experience. Experience with a UN agency or international organization is considered an asset, as it provides valuable insights into the humanitarian and development contexts in which WFP operates.

Languages:
Fluency in both spoken and written English and Bangla is mandatory for this position. Knowledge of additional languages such as Chatgaya and/or Rohingya is highly desirable, as it would enhance communication with affected populations and improve the effectiveness of the Community Feedback Mechanism.

Additional Notes:
This position is classified as a Service Contract (Grade SC8) and is based in Cox's Bazar, Bangladesh, with a contract duration of 11 months. The vacancy is specifically for Bangladeshi Nationals. WFP offers a competitive benefits package, including salary, leave, and medical insurance. All application documents will be verified, and discrepancies may lead to disqualification. The organization emphasizes the importance of an inclusive work environment and is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. Candidates are advised to submit their applications exclusively through the online recruiting system, as applications sent via email or other channels will not be considered.