Programme Associate (Community Feedback Mechanism, SC-6)

• Type of Contract: Service Contract
• Unit / Division: Protection, Gender and Inclusion Unit / WFP Ukraine
• Duty Station: Kyiv
• Duration: 12 months (renewable)
• The position is only open to Ukrainian nationals or residents of Ukraine, with a legal work permit.
• Deadline: 17 August

What will you do in this position?

You will ensure the quality and effectiveness of WFP’s Community Feedback Mechanism (CFM) in Ukraine Country Office, and manage the implementation of CFM processes and structures that will enable it to achieve its core objectives:

• Uphold WFP’s commitments to be accountable to affected populations by helping enable participation and centralization of affected populations in WFP decision-making.
• Quickly identify and mitigate risks to both affected populations and the organization.
• Adapt programming to improve the effectiveness of WFP assistance by meaningfully engaging with affected populations.

Why work with WFP Ukraine?

The war in Ukraine has had drastic consequences, both for people inside the country and for those around the world who depend on its food supplies. The war has caused immense suffering for civilians, displaced families, and disrupted supply chains and food production. It has caused one of the fastest forced population movements since the Second World War. Close to 6 million Ukrainians are still living as refugees across Europe, and almost 3.6 million are internally displaced. Many have lost their homes and livelihoods. As food production and supply lines are disrupted by fighting, many families in the east and south of Ukraine do not have reliable access to nutritious food.

WFP uses a combination of food and cash assistance to support communities affected by the war. This includes working with local partners to distribute food boxes in areas near the frontline and providing cash transfers in locations where people have access to banks and markets to buy food. Since March 2022, WFP has distributed food and cash assistance equivalent to 3.7 billion meals to people displaced and affected by the war.

At WFP Ukraine, we offer a wide range of benefits and entitlements and favorable working conditions for Service Contract holders. Some of them are:

• Competitive salaries per job level
• Pension contribution added to net salary
• Medical insurance with the possibility to enroll eligible dependents
• Applicable danger pay (revised on quarterly basis)
• Annual leave — 30 days per year
• 18 weeks of parental leave for birth mothers and 4 weeks of parental leave for non-birth parent
• 1 day per week remote working option within the duty station (subject to conditions)
• Accessible premises & reasonable accommodation
• Learning & development opportunities

How can you make a difference?

In this position, you will be responsible for:

CFM Governance and Compliance

• Ensure compliance with corporate guidelines and standards related to CFM design and implementation, data protection, information security, confidentiality, and safeguarding throughout the feedback and complaints management process.
• Maintain an effective escalation mechanism for high-risk, sensitive and unresolved cases, ensuring timely referral and follow-up with responsible units through the adherence to Standard Operating Procedures.
• Report allegations of misconduct such as fraud, corruption, and theft to responsible focal points, in alignment with corporate policies and procedures.
• Provide support to design and implement a capacity building strategy for relevant WFP, partner staff and other stakeholders to advance core skills (active listening, stress management, case categorization and referral procedures) and to ensure compliance with SOPs, CFM guidelines and other corporate Ethics standards.

Data Quality, Management, Analysis and Learning

• Lead the systematic analysis of feedback data to identify trends, recurring issues, operational risks, and opportunities for programme improvement, ensuring findings are translated into actionable recommendations.
• Maintain and continuously improve dashboards, reports, and visualization tools to support evidence-based decision-making at country and field office levels.
• Manage the implementation of the CFM information management system, which should address the management of all feedback channels, the centralized management of data, the timely and accurate assignment and referral of cases (including sensitive cases), the receipt of referrals from partner CFMs, and loop closure with CFM users.
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
• Perform quality assurance of the CFM database through routine data cleaning, validation and analysis, including the systematic review, categorization and thematic analysis of qualitative feedback and free-text entries.
• Support technical working groups with relevant technical teams to translate CFM findings and trends analysis, in triangulation with other data sources, into joint recommendations and immediate course-correction.

Community Consultation for CFM

• Regularly assess user satisfaction, accessibility, inclusiveness and effectiveness of CFM channels and recommend adjustments based on community preferences and operational evidence.
• In consultation with relevant stakeholders and addressing communities' needs and preferences, support the development, maintenance and updating CFM Standard Operating Procedures.
• Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan and the wider country-level work plan for Accountability to Affected Populations (AAP).Support efforts to build understanding of the value of AAP across all levels within WFP and externally and position the added-value of CFM by demonstrating how it contributes to people-centred programme improvement and participation of affected populations in decision making.
• Support visibility and sensitization efforts to raise awareness of the CFM among affected populations and community structures — this may involve field visits and/or representation at meetings, among other activities.
• Perform other duties as required.

To join us in saving lives, changing lives, you will have:

Education: Completion of secondary school education with a post-secondary certificate in a related area. Preferably a first university (bachelor) degree in social sciences, statistics, development economics, project management, monitoring and evaluation or related field.

Experience: Six or more years of progressively responsible relevant work experience in one of these areas: complaint and feedback mechanisms (CFM), accountability to affected populations (AAP) and/or protection in humanitarian settings. Experience in client/customer services, and information, knowledge and data management are desired. Work experience with a UN agency or international/national humanitarian organization or applied knowledge of the humanitarian and/or development sector would be an asset.

Post-secondary education can compensate for some years of experience. For example, you will be considered as eligible if you have:

• Three (3) years of work experience in combination with a Master’s Degree;
• Four (4) years of work experience in combination with a Bachelor’s Degree.

Knowledge & Skills:

• Excellent customer care and communication skills, with the ability to interact professionally, empathetically and respectfully with diverse populations, including individuals in vulnerable situations.
• Strong understanding of core humanitarian standards, accountability to affected population, and community engagement practices and methodologies in the humanitarian sector.
• Advanced proficiency in Microsoft Excel, including experience working with large datasets, pivot tables, data cleaning and reporting.
• Strong qualitative analysis skills, including the processing, categorization and thematic analysis of free-text feedback.
• Ability to analyze large datasets and qualitative feedback records, and generate actionable insights and recommendations.
• Experience working with customer relationship management (CRM), case management and/or feedback management systems is highly desirable.
• Experience with data visualization tools (e.g., Power BI, Tableau) is highly desirable.
• Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.
• Strong organizational skills, attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
• Ability to always maintain a professional standard, especially during difficult or stressful interactions with CFM users and colleagues.
• Excellent training and facilitation skills, with the ability to build capacity of staff and partners on CFM procedures, case management, service standards and accountability principles is highly desirable.

Language: Fluency (level C) in both in English and Ukrainian languages.

How do you apply…

To be considered, you are invited to apply via WFP’s recruitment portal: https://wd3.myworkdaysite.com/en-US/recruiting/wfp/job_openings/job/Programme-Associate--Community-Feedback-Mechanism---SC-6_JR125571. CV and cover letter must be submitted in English language.

Only those who are short-listed candidates will be contacted for the next steps of our recruitment process.

We also encourage you to create your candidate profile and set up WFP job alerts to learn more about all the opportunities available to join us and make a difference in the lives of the people we serve.