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.
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.
BACKGROUND AND PURPOSE OF THE ASSIGMENT:
The United Nations World Food Programme (WFP) 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.
Accountability to Affected Populations (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. To operationalize its commitments to AAP, WFP focuses on three key components: information provision, consultations, and community and feedback mechanisms (CFM). WFP provides means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner.
CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes and raising issues of concern in a safe and confidential way. WFP has been using five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations under Strategic Outcome one which beneficiaries use to report their complaints, inquire, and provide feedback to WFP. Currently, CFM has been extended to other programmes such as Home-Grown School Feeding and Resilience programmes under Strategic Outcome two.
KEY ACCOUNTABILITIES (not all-inclusive)
- Operating and managing WFP hotline by receiving, answering, recording, responding to, escalating, and managing incoming calls and text messages from beneficiaries and stakeholders.
- Translating complaints from the local language into written English.
- Recording the incoming complaints, enquiries, and feedbacks into the customer relations management database system (SugarCRM database).
- Continuously updating the system by recording action taken and facilitating close out of cases resolved once feedback is provided to beneficiaries.
- Providing information to beneficiaries in response to enquiries regarding WFP programme and services.
- Providing regular updates, information summaries and periodic reports to Programme Policy Officer (Gender and Protection) and programme managers.
- Compiling and escalating sensitive complaints related to harassment andsexual exploitation and abuse (SEA) and categorizing in line with the standard operating procedures to the supervisor (Gender and protection).
- Any other tasks, as required.
STANDARD MINIMUM QUALIFICATIONS
Education:
Bachelor’s degree in Economics, Education, social science, business administration, communications, or any related fields is desirable
Experience:
Not a mandatory requirement, but internship in similar capacities would be a plus
Knowledge &Skills:
Basic knowledge of customer service, strong analytical skills, writing and communication skills, computer literacy and reporting skills
Languages:
Fluency in English. Knowledge of Kinyarwanda is Mandatory.
DEADLINE FOR APPLICATIONS
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27th/01/2023 |
TERMS AND CONDITIONS
WFP is an equal opportunity employer. Female candidates meeting the above qualifications are encouraged to apply on-line through WFP recruitment website.
This VACANCY ANNOUNCEMENT is open ONLY to Rwandan Nationals.
Please note that WFP does not charge a fee at any stage of the recruitment process.
Only Women are Eligible to Apply
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.
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