To ensure reporting, tracking and timely follow-up to issues raised through Linha Verde and other CFM, manage the complaints and feedback boxes
The Programme 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, analyze and categorize 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.
- Ensure the application of the data protection safeguards, as foreseen in the relevant standard operating procedures (SOPs).
- Maintain regular communication with WFP Programme team to ensure any programme changes are captured, shared with the CFM Manager to update in the Knowledge Management System (KMS) so that all call center operators have access to the latest, most accurate information.
- Ensure prompt reporting of cases of sexual exploitation and abuse (SEA) to the Protection Advisor and support any follow-up actions.
- Pro-actively identify and report areas for improvement of the CFM itself or the Idai response based on information received.
- Routine translation of documents and correspondence from English into Portuguese.
- Other duties, as required.
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE
- Demonstrated experience of rural community development programmes.
- Demonstrated experience of effectively engaging with rural communities on food assistance, health, nutrition, and/or protection.
- Experience of producing quality reports, including data analysis.
- Experience of liaising with local government and working with different stakeholders.
- Experinece contributing in the implementation of community-based protection activities or complaints and feedback mechanisms.
4Ps CORE ORGANISATIONAL CAPABILITIES
- Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
- Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
- Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
- Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.
- Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
- Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
- Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
- Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.
- Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
- Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
- Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
- Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.
- Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
- Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
- Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfil the needs of internal and external partners.
- Capability Name Description of the behaviour expected for the proficiency level
- Programme Lifecycle & Food Assistance Demonstrates ability to identify key variables and contextual factors that affect food assistance problems and programmes throughout the lifecycle to inform quality programme design or re-design.
- Transfer Modalities (Food, Cash, Vouchers) Demonstrates ability to implement, under guidance, food assistance programmes deploying the full range of transfer modalities with an understanding of basic principles guiding modality selection and implementation.
- Broad Knowledge of Specialized Areas Understands basic technical concepts and data and their relevance to food assistance programmes.
- Emergency Programming Displays capacity to provide inputs into the development, implementation and realignment of high quality emergency programmes.
- Strategic Policy Engagement w/Government 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 Social Sciences, Gender, International development, Human Rights, Humanitarian Studies, International relations, or related Sciences, obtained from recognized education institutions.
- At least two 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.
- Knowledge of humanitarian protection and APP.
- Understanding of food security programming is a stong asset.
- Good skills in Microsoft Office, particularly excel.
Language:Fluency in both oral and written communication in Englis and Portuguese.
Oral proficiency in Sena and/or Ndau Language (Desirable).