International Consultant (CST, Regular, level 2) Complaints and Feedback Mechanism Specialist at World Food Programme (WFP): (Deadline 22 March 2022)
WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.
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 ASSIGNMENT:
COVID-19 response in Rwanda was associated with the expansion of national social protection programmes and the number of social protection beneficiaries. With growing beneficiary numbers and new design tweaks and Covid-19-related provisions, the complaints and feedback system used in social protection programmes as well as the national social protection targeting system (Ubudehe) are being further strengthened. Ensuring the growing number of beneficiaries have a say and opportunities to have their feedback received and reflected in social protection targeting and delivery will be central in efforts to make the system more agile for recovery and in preparation for future shocks.
WFP is launching technical assistance to the Government’s Local Administrative Development Entity (LODA) – the agency in charge of implementation of social protection prorammes in Rwanda – to help strengthen core systems for social protection expansion amidst COVID recovery, including the Complaints and Feedback Mechanisms for social protection and targeting. This consultancy position is a secondment to the Government of Rwanda to support systems strengthening in this area, including a diagnostic assessments of the current complaints and grievance system and opportunities for enhancement, and strengthening operating procedures and existing technologies, with data protection considerations in place. The objective is to enhance the efficiencies of the CFM systems already in place. The work will be done in close daily coordination with the LODA team, and in consultation with other development partners in the sector. Special attention will be paid to ensure inclusiveness of the systems as regards gender, age, geographical and socio-economic and other dynamics in accessing such mechanisms and technologies. Gender aspects will be particularly technical guidance and ack stopping made available to LODA staff as well as partners.
This assessment is to be undertaken within a period of 6 months with the following deliverables:
- Scoping study on existing mechanisms & gap identification: April – June 2022
- Development of enhanced design, and associated manual and SOP: June – August 2022
- Pilot testing of SOP & enhancement to procedures: August-September 2022
- Training sessions for key staff on grievance management: September 2022
KEY ACCOUNTABILITIES (not all-inclusive)
The consultant will report directly to Local Government Strategic Planning Division Manager at LODA and will work closely with the WFP Strategic Outcome 2 Manager and WFP’s social protection team. He/she shall work with the Directorate in charge of social protection in LODA and other partners in the social protection sector working group as deemed necessary. The incumbent will provide technical and strategic advice and support for the strengthening of Complaints and Feedback Mechanisms for social protection in Rwanda.
The incumbent will carry out the following responsibilities:
- Provide technical advice for the development of the grievance mechanism for Ubudehe categorisation and LODA’s complaints and feedback mechanism.
- Assess the status of LODA’s complaints and grievance system, identifying areas and opportunities for improvement for further discussion with LODA.
- Develop an implementation manual and updated Standard Operating Procedures for complaints and feedback management and resolution, including systems and workflows for case management and resolution.
- Develop and lead training of key staff at central level on the updated systems and operating procedures as well as good practices related to complaints and grievance management.
- Advise on continuous improvement of the CFM system.
- Liaise with the M&E and IT teams to review linkages to the LODA MIS and data management systems and identify any needs for enhancing data management and processing.
- Work to identify referral pathways for grievances internally and within other agencies and programmes.
- Support the development of a communications and sensitisation plan for the system.
Scope of the work
The consultant will draft an inception report highlighting how he/she will deliver to the assignment. The assignment will focus on the complaints and feedback mechanisms already in place for social protection and managed by LODA.
STANDARD MINIMUM QUALIFICATIONS
Education: Advanced university degree in social sciences, development studies, economics, agriculture, international affairs, business administration, education, or a field relevant to international development assistance
Experience: At least six years of relevant professional experience, with at least 3 years of specific experience in CFM and/or Accountability to Affected Populations and/or protection. Experience in delivery of technical assistance and capacity strengthening to Government entities.
Languages: Excellent written and spoken English.
OTHER SPECIFIC JOB REQUIREMENTS
- Experience in designing and implementing development and humanitarian projects/programmes.
- Excel, data analysis and analytical skills with ability to compile, analyse and interpret information and draw conclusions and recommendations.
- Strong writing skills and experience writing reports.
- Experience working in developing country contexts.
- Strong interpersonal skills and ability to deal patiently and tactfully with people of different national and cultural backgrounds and to manage external partnerships.
DELIVERABLES AT THE END OF THE CONTRACT
- Diagnostic assessment of LODA’s current complaints and grievance system, mapping and identification of beneficiary preferences and recommendations for improvement including for Ubudehe finalized.
- Consultations with key stakeholders successfully organised.
- CFM implementation tools, manual and SOPs developed.
- Capacity strengthening content and materials developed to a high technical standard.
- Support provided to strengthen the CFM module in LODA MEIS.
- Training to key staff delivered.
TERMS AND CONDITIONS
JOB TITLE: Complaints and Feedback Mechanism Specialist
TYPE OF CONTRACT: International Consultant (CST, Regular, level 2)
UNIT/DIVISION: Programme Unit/Strategic Outcome 2
DUTY STATION: Kigali/Rwanda
DURATION: 6 months
DEADLINE FOR APPLICATIONS
Deadline for applications: 23 March 2022, 23:59 CAT
Female applicants and qualified applicants 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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