Job Title:    Business Support Assistant (CEFM) (UN Jobs)

Organization: World Food Programme (WFP)

Duty Station: Kampala, Uganda

About Organisation:

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. In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to United help communities rebuild their lives. On average, WFP reaches more than 80 million people with food assistance in 80 countries each year. The organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to food and contribute to lasting solutions, especially in many of the world’s most remote and fragile areas.

Key Duties and Responsibilities: The Monitoring assistant (Community Engagement and Feedback Mechanism and Remote Monitoring Operators) work is carried out under minimum supervision. Job holders are expected to produce organized and accurate technical work and reports. They may provide guidance on standard practices to other staff and counterparts in their area of work. The job holders will be involved in RAM activities and programmes. The Monitoring assistants will work under the coordination of the Monitoring assistant (Community Engagement and Feedback Mechanism and Remote Monitoring Operators) Team lead, and will report to the RAM Officer (CEFM), will work closely with the VAM, M&E, VAM (Climate, GIS and RAM Ecosystems) and will undertake the following responsibilities:

Develop protocols and procedures to ensure Two-way Accountability (from implementers to beneficiaries) and Transparency of Food Security and Nutrition Assessments and Analysis

• • Receive 100 percent of information requests, complaints, and feedback in a respectful manner and by using the required languages.
  • Record 100 per cent of information requests, complaints, and feedback in WFP corporate systems, in line with CEFM minimum requirements.
  • Refer 100 percent of cases to the relevant focal point as per the RAM SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
  • Follow up on 100 percent of information requests, complaints, and feedback and ensure their closure in WFP corporate systems, and to ensure recording into the Joint Escalation system and issue tracker.
  • Submit 100% of the targeted remote-monitoring surveys, to contribute to the monitoring coverage of the Country Office.

Ensure that the high standards of quality, reliability, and validity of the data and analysis are in line with WFP’s privacy and protection guidelines.

• Incorporate accountability to the affected people and protection, gender, and age perspectives in all areas of work to ensure equal participation of women and men.
• Provide support on data collection exercises qualitative, quantitative or remote monitoring by phoning (assessment, monitoring, evaluations, research, etc.)
• Support administrative processes and physical inventory.

Support data-driven, evidence-based decision-making processes in a timely manner according to programmatic and strategic needs.

• Represent WFP with partners to contribute to technical discussions, exchange knowledge and experience, and seek appropriate interventions based on evidence and areas of potential collaboration.
• Support community engagement, visibility, awareness, including translations for documents, focus group discussions, key informant interviews, etc.

Qualifications, Skills and Experience:

• Completion of a bachelor’s in business administration, marketing, social worker, with experience on client/customer services management or in other related functional areas

Experience:

• • Minimum of three years of relevant professional work experience in Community engagement, Feedback and complaint mechanisms, and monitoring and evaluation
  • Working knowledge in food security, nutrition, and related fields.
  • Experience on client service, using call centers.

Knowledge & Skills:

• Data collection (assessments/monitoring)
• Gender, protection and accountability to affected Peoples.
• Call center operator
• Proficient communication and reporting writing skills.
• Working knowledge and experience in MS Office, Word, Excel, CRM systems.

Languages:

• Fluency (level C) in English language and fluent in more than one of the priority languages based on WFP areas of operation:
• Ngakarimojong, Acholi Bur, Pokot (Karamoja),
• Swahili, Kinyabwisha, Kirundi, Kinyankole, Somali (Southwest)
• Kakwa/Bari, Juba Arabic, Ma’di, Dinka, Nuer, Acholi (West Nile and Northern)