Deadline: 20 May, 2020

Location: Yaounde, Cameroon

The World Food Programme (WFP) is currently seeking applications from eligible applicants for the post of Programme Policy Senior Associate (Complaint Feedback Mechanism).

WFP is the world’s largest humanitarian agency fighting hunger worldwide.

Responsibilities

  • Contribute towards the development of a limited number of projects, plans and processes, ensuring alignment with wider programme policies and guidance
  • Provide project management support to specific and defined programmes and projects of small to moderate size that are relatively straightforward in nature, ensuring a coordinated approach with wider programmes that complies with WFP standards and procedures
  • Oversee the established feedback mechanism, working in close collaboration with Field Monitors, Cooperating Partners, WFP activity managers and third-party platform provider, ensure timely feedback, escalation, follow up and closure of CFM reports
  • Follow data gathering and monitoring systems, ensuring that rigorous quality standards are maintained
  • Contribute to the preparation of accurate and timely reports on programmes and activities that enable informed decision making and consistency of information presented to stakeholders
  • Review the daily and weekly CFM reports and generate an analytical report detailing all serious cases by type, governorate, FDP and by office for immediate action by Programme and other related functions
  • Close coordination/working relationship with third-party CFM provider for field verification of reported cases, and the quality assessment of CFM provider reports
  • Supervise the CFM (Hotline) Operators, work closely with CFM colleagues to prepare a work plan for the unit and each staff member with clearly measurable outputs and outcomes
  • Review the current CFM tracking and follow-up model with a view to refining it for better outcome reporting, case management and coordination with relevant units, offices for closure discussions internally
  • Escalate failed or long-drawn CFM cases to Head of Programme
  • Maintain food diversion and misuse cases and update the diversion tracking sheets, following up actions taken to recover diverted food and coordinate with the donor reporting focal point to report food diversion cases
  • Help CPs and Field Monitors raise awareness of the CFM components among affected populations and response partners
  • Support the adjustment of the communications and outreach strategy according to the needs of affected populations on the ground
  • Ensure prompt referral of cases of sexual exploitation and abuse (SEA) to relevant Protection from SEA (PSEA) focal points to ensure timely action
  • Proactively identify areas of the CFM for improvement based on information received, sharing with the Head of Programme for higher level recommendations
  • Perform other tasks as required

Requirements

  • Completion of secondary school education
  • Advanced university degree in International Affairs, Economics, Statistics, Mathematics, Nutrition/Health, Agriculture, Environmental Science, Social Sciences or other field relevant to international development assistance, or first university degree with additional five years of related work experience and/or trainings/courses
  • Advanced Excel skills required, SPSS and Tableau software knowledge desirable
  • Fluency in English and French is a requirement for this position, given the bilingual nature of the country and the response in fully Anglophone areas
  • Has worked with technical CFM teams
  • Has worked with technical teams eg nutrition, VAM, etc
  • Has contributed to implementation of programmes
  • Has observed or assisted with policy discussions

To apply and for more information, click here.

Photo source: Annie Raykov

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