Job Description
| Organization | United Nations World Food Programme |
| Job Title | International consultancy- Complaints and Feedback Mechanism specialist |
| Requisition ID | 133481 |
| Area of expertise | Programme & policy |
| Type of contract | Short term opportunities |
| Location | Sudan – Khartoum |
| Posted Date | 20/12/2020 |
| Closing date | 10/01/2021 |
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
WFP is currently providing technical assistance to the Government of the Republic of Sudan for the establishment of the Sudan Family Support Programme. The Sudan Family Support Programme will be a large-scale social safety net programme, which will provide cash assistance to around 80% of Sudanese households.
As part of WFP’s technical assistance provision for the Sudan Family Support Programme, WFP will be providing direct technical assistance for the development of complaints and feedback mechanism (CFM), inclusive of a ticketing and referral system.
JOB PURPOSE
Insert in a dynamic and multicultural team, the CFM Specialist in coordination with the Government will define a CFM strategy and create an implementation plan. Will be responsible for identifying the most appropriate digital ticketing and referral system and will lead all aspects of the procurement, training, and implementation of the system. Will provide direct technical assistance for the hiring and training of all CFM employees. Furthermore, will assist the Government in defining referral pathways and establish a mechanism for data visualization and reporting on key issues raised.
The position is based in Khartoum, Sudan.
KEY ACCOUNTABILITIES (not all-inclusive)
- Provide conceptual and technical direction for the development and design of the Government of Sudan CFM (incorporating inter-linkages between the call centre, hotline, regional information desks and other mechanisms requested from users)
- Define the project’s strategy and implementation plan
- Define and implement the proposed structure of the team
- Identify and support the procurement, configuration and deployment of a digital ticketing and referral system for all complaints/feedback related to the SFSP. Assist in creating data visualizations, dashboards, and reports.
- Develop and continually improve CFM Standard Operating Procedures (SOPs) that outline clear protocols and procedures for the management of complaints/feedback received through the CFM.
- Work with all concerned partners to define and/or identify referral pathways both internally and with other CFM systems within the context
- Assist in hiring and supervising the capacity development of CFM staff
- Provide technical support in the development and implementation of various activities and processes of the CFM including CFM mapping, developing monitoring and evaluation tools for the CFM, beneficiary satisfaction surveys through focus groups discussions, internal analysis and reporting, supervising call handling performance and data entry against indicators, designing performance improvement/capacity building training programmes, etc.
- Ensure information management systems are up-to-date and relevant; Liaise with IT support services to rapidly resolve technical issues; Support internal and external information management structures to ensure the timely and accurate delivery of information to affected populations
- Act as a point of contact for resolution of a range of operational queries and problems within the CFM and coordinate the referral efforts to other partners as per the SOP while ensuring that Call Centre staff follow strict data protection and confidentiality principles
- Prepare and/or review technical and analytical reports and dashboards, proposals, guidelines and CFM SOPs and disseminate among key stakeholders
- Mantain relationships with the Government and WFP through the provision of support to assist in information sharing and service delivery to staff
- Assist in creating a communications and sensitization plan
- Provide other programmatic support as requested
RESULTS AT THE END OF THE CONTRACT
- CFM strategy and implementation plan defined.
- Digital ticketing and referral system chosen, procured, and implemented.
- CFM staff hired and trained.
- Referral pathways are written and staff trained.
- M&E tools developed and in use
- Monthly CFM report model defined and implemented.
STANDARD MINIMUM QUALIFICATIONS
Education:
Advanced University Degree in Development Studies, International Relations, Business Administration, or related field
Work experience:
5 years or more of relevant progressive work experience in humanitarian or development programme management, with specific experience in CFM, AAP and/or Protection.
Knowledge & Skills
Excel, Word, PowerPoint, Data Analysis skills.
Languages
Proficiency (level C) in English. Arabic is an added advantage.
Female applicants and qualified applicants from developing countries are especially encouraged to apply
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.
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.
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