On behalf of the Humanitarian Country Team (HCT), the World Food Programme (WFP) has established an inter-agency complaints and feedback mechanism (CFM) as part of the Cyclone Idai and Kenneth humanitarian responses’ accountability to affected populations (AAP). The CFM consists of a toll-free hotline “Linha Verde” managed from Maputo. As part of WFP’s commitments to AAP, WFP has further put in place minimum CFM and other communication with communities (CwC) mechanisms in its food assistance programming, including complaints and feedback boxes, helpdesks and community committees. To ensure reporting, tracking and timely follow-up to issues raised through Linha Verde and other CFM, manage the complaints and feedback boxes, WFP is hiring a national Programme Assistant (CFM). The SProgramme Associate (CFM) supports the Protection Advisor, with efforts to ensure protection integration in WFP’s programmes. The Programme Associate (CFM) reports to the HoSO in Beira with future plan as the national staff focal for CFM.
KEY ACCOUNTABILITIES (not all-inclusive)
- Ensure effective implementation of WFP’s CFM Guidance Package.
- Oversee the allocation of complaints and feedback boxes to key programme sites, in close collaboration with Cooperating Partners (CPs) ensuring that boxes are returned to the provincial capital on a two-weekly basis to ensure timely feedback to issues raised.
- Record all issues raised through Linha Verde and other CFM, in a database, analyse and categorise data and provide recommendations for follow-up.
- Liaise directly with CPs on any issues raised through Linha Verde and other CFM, to close the feedback loop.
- Carry out joint field verification visits with CPs to follow-up on critical and/or repeated issues raised through Linha Verde and other CFM.
- Raise awareness on Linha Verde among affected populations and response partners.
- Assist with the identification and documenting of protection risks in WFP’s programmes and other protection mainstreaming gaps.
- Assist with the support and facilitation of capacity building activities of CPs, operational partners and WFP staff.
4Ps CORE ORGANISATIONAL CAPABILITIES
- Helps teammates articulate WFP’s Strategic Objectives.
- Suggests potential improvements to team’s work processes to supervisor.
- Explains the impact of WFP activities in beneficiary communities to teammates.
- Articulates how own unit’s responsibilities will serve WFP’s mission.
- Trains junior teammates on new skills and capabilities.
- Seeks opportunities to work with people from different backgrounds.
- Serves as a peer coach for colleagues in same area of work.
- Explores ways to consistently be more efficient and accurate in own areas of workand shares new methods of work with colleagues.
- Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.
- Understands basic technical concepts and data and their relevance to food assistance programmes.
- Displays capacity to provide inputs into the development, implementation and realignment of high-quality emergency programmes.
- Understands and applies basic principles of engagement with government counterparts at the national or local level.
STANDARD MINIMUM QUALIFICATIONS
Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
Language: Mandatory: fluency in both oral and written communication in English and Portuguese. Desirable: oral proficiency in Sena and/or Ndau.
Work Experience: At least 2 years of relevant and progressively responsible work experience in a humanitarian and/or development organisation, with at least one year dealing with community engagement and/or communication with communities.
Knowledge: Knowledge of humanitarian protection and AAP. Understanding of food security programming is a strong asset.
Other: Good skills in Microsoft Office (particularly excel).