Recrutement de 01 Complaint Management and Feedback Mechanisms (CFM) Operator (SC4)

Recrutement de 01 Complaint Management and Feedback Mechanisms (CFM) Operator (SC4)
Complaint Management and Feedback Mechanisms (CFM) Operator (SC4)
Postuler
locations
Bissau, Guinée-Bissau
time type
Full time
posted on
Offre publiée aujourd'hui
job requisition id
JR103822
DATE LIMITE DE CANDIDATURE

30 August 2024-23:59-UTC heure moyenne de Greenwich (Bissau)
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.


Are you interested in further developing your professional experience while contributing to ending global hunger? Are you passionate about helping those in need? Would you like to join a global organization investing in its people?


If so, an exciting & fulfilling career awaits you!!! Join our diverse and passionate team that works on varied and international projects directly contributing to saving & changing millions of lives around the globe.

ABOUT WFP

The United Nations World Food Programme (WFP), a highly prestigious, reputable & world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.


WHY JOIN WFP?

WFP is a 2020 Nobel Peace Prize Laureate.

WFP offers a highly inclusive, diverse, and multicultural working environment.

WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.

A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

Job Description
ABOUT WFP

The United Nations World Food Programme is the largest humanitarian agency fighting hunger in the world. WFP's mission is to help the world achieve zero hunger in our lifetimes. Every day, WFP works around the world to ensure that no child goes to bed hungry and that the poorest and most vulnerable, especially women and children, have access to the nutritious food they need.

Qualified female candidates are especially encouraged to apply for this position. WFP has zero tolerance for discrimination.

CONTEXT OF THE MISSION:

WFP's Complaint Management Mechanism is one of the channels through which WFP communicates with stakeholders, and it is a mechanism through which individuals or groups can ask questions, share feedback, or report a complaint. WFP stakeholders include: affected populations, WFP, cooperating partners, third-party observers, government officials, and service providers (e.g., contracted carriers).

To ensure effectiveness, the WFP CFM is established in accordance with WFP's guidelines on functional CFMs and is therefore empowered to escalate allegations of sexual exploitation and abuse, harassment, fraud, corruption, and quality issues.

Please note that at WFP, a complaint is defined as an expression of dissatisfaction with service standards, actions or a lack of action of WFP, or a partner organization, or their employees. This is a criticism that is waiting for a response and accompanying action. Feedback, on the other hand, is a general term that encompasses a community or feedback provided by an individual or group of people. Feedback can be formal (collected through specific mechanisms or processes) or informal (collected on an ad hoc basis). Feedback is an expression of concern, a statement of thanks or appreciation, or the sharing of a question or suggestion.

Guinea-Bissau, in accordance with WFP global standards, the CO has three different CFM channels – our 106 hotline, “linha verde”, the CFM Community Committees, and the ability to report directly to a WFP staff member.

OBJECTIVE:

WFP is looking for a CFM Operator to be a community-facing communication focal point who receives, records and returns feedback from CFM users and closes the feedback loop in accordance with the Standard Operating Procedures (SOPs), specifically for our 106 complaints hotline, “linha verde”, but who also supports the work of the CFM more broadly.

The CFM Operator:

- Will receive appropriate training to perform their work professionally, including training to register cases on WFP's enterprise system for feedback management (MoDA)

- Is expected to carry out his or her work in accordance with the three core principles of the United Nations: integrity, professionalism and respect for diversity.

- Sign and adhere to a code of conduct and oath of confidentiality.

- Attend and apply relevant training.

The CFM operator will be technically supported by the Gender, Protection and AAP Advisor, and will be line-managed by the Head of Program.

RESPONSIBILITIES / OBLIGATIONS:

Under the technical direction and supervision of the Gender, Protection and AAP Advisor, and to support the implementation of a functional CFM, the CFM Operator is responsible for information sharing, data entry, case guidance, and closing the feedback loop in accordance with standard operating procedures (SOPs).

General Responsibilities:

Support the empowerment of beneficiaries through the provision of accessible and timely information and participation in decision-making processes.

Contribute to ensuring efficient and effective coordination of accountability by collecting and circulating information within WFP and the humanitarian architecture on the urgent needs and priorities of affected populations.

Possess or be willing to acquire professional skills in call handling, demonstrating sensitivity, neutrality and patience, and respecting the principles of confidentiality and data protection.

Liaise with the IT focal point for troubleshooting any technology-related issues supporting feedback management.

Support and directly liase with Activity Managers and Heads of Unit on the promotion of the CFM under project implementation

Support the work of the CFM Community Committees by functioning as a communication focal point for any additional support they might need

Support an environment of transparency and accountability by:

Establishing a safe and easily accessible mechanism through which people

can share their reactions and complaints;

Referring feedback to focal points in the field to ensure the feedback loop is closed.

Specific Responsibilities:

Receive inquiries, complaints, and comments, record, refer, and close the case and consent status in an appropriate, accurate, and timely manner in CFM's Customer Relationship Management (CRM) tool, in accordance with the consent provided by the CFM user and in accordance with the SOPs.

Conduct qualitative research surveys such as focus groups and interviews to inform how the CFM can be strengthened

Escalate cases to the appropriate focal point, in accordance with standard operating procedures. This includes following the procedures for handling sensitive cases, allegations of sexual exploitation and abuse (SEA) and fraud as part of the procedure for handling these sensitive cases in a timely manner.

Apply training and performance management guidelines.

Apply the MAP Privacy and Protection Guide (PDPP) to all aspects of the data flow process, in all interactions with the CFM user, and report any POP breaches.

Maintain a professional level at all times, especially during difficult or stressful interactions with MTC users and colleagues.

Apply the survivor-centered approach to all protection cases

Proactively identify and report to the Gender, Protection and AAP Advisor areas of improvement in the CFM, including but not limited to the accuracy and quality of information shared with the CFM user, technical issues with the CFM, improvements to the data entry form, procedures on how to proceed to obtain data entry form, procedures on how to deal with difficult CFM users.

Support outreach efforts to raise awareness of the CFM among affected populations, WFP staff and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.

Support and follow-up on any cases that might involve inter-agency referrals

Train WFP and CP staff on the CFM and associated processes

DELIVERABLES AT THE END OF THE CONTRACT:

- Strengthening and streamlining CFM processes as part of the overall goal of strengthening accountability to affected populations.

- Strong knowledge of WFP and relevant partners' activities, procedures and processes.

QUALIFICATIONS AND EXPERIENCE REQUIRED:



Education: Baccalaureate diploma; An advanced degree in business or public administration with a focus on customer service management, social sciences or other related functional area is desirable.

Experience: A minimum of 3 years of experience in client service functions, including prior experience in a non-governmental organization that is community-facing. Experience working on issues related to protection and gender in the context of Guinea-Bissau is highly desirable. The ability to communicate in non-Criolo majority languages (Fulani, Mandingo) is also desirable. A background working in a call center or the equivalent would be an asset. Prior experience working within the UN system is desirable.

Knowledge and Skills: Excellent customer service and communication skills, ability to conduct qualitative research, clear and friendly attitude, ability to follow instructions. Demonstrated attention to detail, strong computer skills (including working on multiple platforms simultaneously), ability to solve problems, ability to work under pressure and multitask professionally while achieving goals in a high-pressure environment. Excellent time management and language skills. Demonstrated interest in gender, protection and accountability to affected populations.



Mandatory languages:

Portuguese, Criolo, English or French

Optional languages: Working oral and written knowledge of other national or regional languages spoken (Fulani, Mandingo).

WFP LEADERSHIP FRAMEWORK



WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework



REASONABLE ACCOMMODATION



WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at [email protected]. Our DEI team is here to ensure your full participation in our recruitment process.

NO FEE DISCLAIMER



The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.



REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).

Once your profile is completed, please apply, and submit your application.

Please make sure you upload your professional CV in the English language

Kindly note the only documents you will need to submit at this time are your CV and Cover Letter

Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time


Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.


No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.