World Food Program (WFP),Monitoring Assistant (Complaints and Feedback Mechanism) SC5- Gicumbi

Monitoring
Assistant (Complaints and Feedback Mechanism) SC5- Gicumbi

JOB
PURPOSE

Within
the delegated authority, the Monitoring Assistant (SC5) will be responsible for
managing all aspects of the complaints and feedback mechanism (CFM) related to
CBTs and other activities at their respective

locations.

KEY
ACCOUNTABILITIES (not all-inclusive)

Act
as the first point of contact for beneficiaries reporting complaints and
providing feedback to all matters concerning Cash Transfers (CBTs).
Document
all complaints and feedback provided by beneficiaries as per the agreed
formats and immediately provide appropriate responses and/or direct
redress where possible.
Closely
work with and engage partners at the field levels especially UNHCR and
MIDIMAR to address pending litigation related complaints that delay
assistance to beneficiaries particularly beneficiary registrations, family
splits and reunifications, etc. In addition, the MA will work closely with
the Cash Distribution Monitoring Assistant to ensure that all registered
beneficiaries appear on the monthly cash disbursement lists.
Regularly
follow up on all reported cases to ensure that the complaints documented
prior have been dealt with accordingly and where no action has been taken,
immediately report to the appropriate parties for further action.
Take
lead role to inform complainants on the progress and action being taken to
resolve their complaints.
Participate
in the monthly all camp sensitisation and consultative feedback meetings
to among others, provide updates from the complaints desk as well as
behavioral change advice to avoid some of the complaints in the subsequent
future.
Closely
liaise with the CFM database Manager at the CO to provide inputs in CFM
system.

FUNCTIONAL
CAPABILITIES

Capability Name	Description of the behaviour expected for the proficiency level
Strategic Management	Displays basic understanding of WFP’s policies and strategies to perform monitoring and/or evaluation activities and their inter-relationship.
Performance Management	Applies knowledge of WFP’s performance management system to manage resources and relationships to undertake monitoring actions or deliver straightforward evaluations of operations, programmes, or processes to WFP monitoring and/or evaluation quality standards.
Qualitative/Quantitative Methodology	Understand and applies an appropriate mix of established methods and data collection tools to monitoring, reviews or straightforward evaluations, in line with WFP’s strategic and operational results frameworks (metrics), WFP guidance and technical standards.
Data Analytics and Visualization	Collects and summarizes programme data, including information on shipments, distribution site logistics, the status of personas in need, and beneficiaries planned and reached for all programme assistance modalities and activities.
Programme Monitoring and Review	Gathers, organizes, and provides data on programme outputs, processes, and outcomes, including distribution plans and the status, quantity, and quality of food and cash distributed and technical assistance provided.

MINIMUM
QUALIFICATIONS AND EXPERIENCE

Education: University degree in
one or more of the following disciplines: international affairs,
communications, social sciences, development studies or a field relevant to
international development and/or humanitarian assistance.

Language: Fluency in both oral
and written communication in English and Kinyarwanda. A working knowledge of
French is an added value.

Experience: At least three years
of progressively responsible support experience including one year in public
sector management, development projects, emergency assistance, and/or
operational aspects of national, bilateral or multilateral food aid or
commercial transactions. Prior experience with cash based interventions is a
plus.

DEADLINE
FOR APPLICATIONS 14 February 2017