(Complaints and Feedback Mechanism Database
Management)
Monitoring
Assistant SC5 (Complaints and Feedback Mechanism Database Management)
Assistant SC5 (Complaints and Feedback Mechanism Database Management)
ABOUT
WFP
WFP
The
United Nations World Food Programme is the world’s largest humanitarian agency
fighting hunger worldwide. Every day, WFP works worldwide to ensure that no
child goes to bed hungry and that the poorest
United Nations World Food Programme is the world’s largest humanitarian agency
fighting hunger worldwide. Every day, WFP works worldwide to ensure that no
child goes to bed hungry and that the poorest
and most vulnerable, particularly
women and children, can access the nutritious food they need.
ORGANIZATIONAL
CONTEXT
CONTEXT
This
job will be based in WFP Rwanda, Kigali duty station and job holder will
work under the direct supervision of the Programme Policy Officer M&E and
overall supervision of the Head of Programme. At this level, the job
holder will be expected to take responsibility for completion of a range
of processes and activities related to monitoring that require some
interpretation of standard guidelines/practices. The job holder will be able to
recommend a course of action to staff at various levels and may allocate tasks
to other support staff.
job will be based in WFP Rwanda, Kigali duty station and job holder will
work under the direct supervision of the Programme Policy Officer M&E and
overall supervision of the Head of Programme. At this level, the job
holder will be expected to take responsibility for completion of a range
of processes and activities related to monitoring that require some
interpretation of standard guidelines/practices. The job holder will be able to
recommend a course of action to staff at various levels and may allocate tasks
to other support staff.
KEY
ACCOUNTABILITIES (not all-inclusive)
ACCOUNTABILITIES (not all-inclusive)
- Electronically
document all complaints and feedback received from the CFM Monitoring
Assistants in the field into the CFM database. - Manage
the WFP toll free line by receiving calls from beneficiaries reporting
complaints and documenting them accordingly. Where possible, the staff
member shall also provide immediate appropriate responses and solutions to
the complainants. - Forward
all technical complaints that are beyond WFP’s capacity to address to the
most appropriate agencies and/or WFP units. These include agency specific
technical complaints that can only addressed by UNHCR, MIDIMAR and Equity
Bank among others. The MA shall be the official communication link between
WFP, Equity bank and UNHCR in that regard.
4.
Ensure systems are in place to protect and ensure the confidentiality of the
information within the database.
Ensure systems are in place to protect and ensure the confidentiality of the
information within the database.
5.
Produce weekly and monthly CFM updates for management information and action.
This is both through well analyzed written reports or the CO CBT technical
working group for which (s)he shall be a member.
Produce weekly and monthly CFM updates for management information and action.
This is both through well analyzed written reports or the CO CBT technical
working group for which (s)he shall be a member.
6.
Report on progress and actions taken to resolve complaints.
Report on progress and actions taken to resolve complaints.
- Follow
up on complaints forwarded to partners (Equity Bank, UNHCR and MIDIMAR)
and report back to WFP on actions taken.
8.
Perform any other duties as required.
Perform any other duties as required.
FUNCTIONAL
CAPABILITIES
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 REQUIRED
QUALIFICATIONS AND EXPERIENCE REQUIRED
Education: University degree in
one or more of the following disciplines: mass communications, IT, Computer
science, Statistics, development studies or a field relevant to international
development assistance.
one or more of the following disciplines: mass communications, IT, Computer
science, Statistics, development studies or a field relevant to international
development assistance.
Language: Fluency in both oral
and written communication in English and Kinyarwanda. A working knowledge of
French is an added value.
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 management of databases and/or
call centers is a must.
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 management of databases and/or
call centers is a must.
DEADLINE
FOR APPLICATIONS 15 February 2017
FOR APPLICATIONS 15 February 2017
