Programme Assistant CFM- Manica Full-Time

Standard minimum qualifications

• Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
• Language: Fluency in both oral and written Englins and Portuguese. Will be an asset people are speaking Changana in South Mozambique and Xinhungué in Tete.

Key accountabilities  (not all-inclusive)

1. The incumbent will be responsible for overseeing 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.
2. Record all issues raised through Linha Verde and other CFM, in a database, analyse and categorise data and provide recommendations for follow-up.
3. Liaise directly with CPs on any issues raised through Linha Verde and other CFM, to close the feedback loop.
4. Carry out joint field verification visits with CPs to follow-up on critical and/or repeated issues raised through Linha Verde and other CFM.
5. Raise awareness on Linha Verde among affected populations and response partners.
6. Ensure the application of the data protection safeguards, as foreseen in the relevant standard operating procedures (SOPs).
7. 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 centre operators have access to the latest, most accurate information.

About WFP

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide.  The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.  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

These jobs are found in Regional Bureaux (RBs), Country Offices (COs), Area/Field Offices (AOs/FOs). The job holders typically report to a Programme Policy Officer or the designate.
At this level, job holders are responsible for the completion of a range of specialized and/or standardized processes and activities requiring some interpretation of standard guidelines and practices. Job holders are able to recommend a course of action to staff at various levels and may allocate tasks to other support staff. They work under minimum supervision, perform basic analyses and compile reports to support information consistency and smooth implementation of programmes/projects.

Job purpose

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 two national Programme Assistants (CFM). Programme Assistants (CFM) also support the Protection Advisor, with efforts to ensure protection integration in WFP’s programmes. The Programme Assistants (CFM) report to the Head of Sub-Office.

4Ps Core organizational capabilities

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
•  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
•  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
•  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
•  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
•  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
•  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
•  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
•  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
•  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
•  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
•  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

• Has demonstrable experience of rural community development programmes.
• Has demonstrable experience of effectively engaging with rural communities on food assistance, health, nutrition, and/or protection.
• Has experience of producing quality reports, including data analysis.
• Has experience of liaising with local government and working with different stakeholders.
• Has contributed to the implementation of community-based protection activities or complaints and feedback mechanisms.