WFP  is looking for Complaint, Feedback and Response Mechanism Manager – Consultant, Duty station-Addis Ababa

About WFP

Assisting 91.4 million people in around 83 countries each year, the World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience. On any given day, WFP has 5,000 trucks, 20 ships and 92 planes on the move, delivering food and other assistance to those in most need. Every year, we distribute more than 15 billion rations at an estimated average cost per ration of US$ 0.31. These numbers lie at the roots of WFP’s unparalleled reputation as an emergency responder, one that gets the job done quickly at scale in the most difficult environments. WFP’s efforts focus on emergency assistance, relief and rehabilitation, development aid and special operations.

WFP Ethiopia is working with the government and other humanitarian partners to strengthen the resilience of Ethiopia’s most vulnerable population and to chart a more prosperous and sustainable future for the next generation. The Country Office also supports programmes that use food assistance to empower women, transform areas affected by climate change and keep children in school. It aims to contribute to Ethiopia’s five-year development agenda, the Growth and Transformation Plan (GTP), through which the Government combats food insecurity.

Organizational context

This job is found in WFP Ethiopia Country office based in Addis Ababa Country Office.  Under the overall supervision of M&E officer, and in collaboration with the Head/Deputy Head of Programme, the incumbent will be responsible to coordinate, provide technical advice, and coordinate implementation of the Complaint and Feedback Mechanisms (CFM) activity, including providing support to sub offices and programme unit teams to analyze information and implement a scale up plan. The consultant will also oversee and analyze the entry and produce reports to ensure timely use of information entered into SUGAR – the corporate CFM software.

Key accountabilities

• Technical support to operationalize the CFM scale up strategy, budget, timeline, operating procedures and systems, supporting alignment with wider programme policies and corporate guidelines.
• Act as a point of contact for resolution of a range of operational queries and problems within CFM and coordinate the referral efforts to other stakeholders as per the SOP
• Provide technical support and assist in the development and implementation of various activities and processes of CFM pilot including surveys, focus groups discussions, key stakeholder’s interview, internal updates, etc.
• Support the capacity building of WFP staff, cooperating partners and national government within CFM data collection, analysis and resolution in line with WFP Accountability to Affected Populations and Gender Policies.
• Coordinate and communicate with sub offices, programme and other relevant units in WFP, local partners, agencies, NGOs and government institutions to disseminate lessons learnt, results, main findings and risk on the implementation and scale up of CFM.
• Prepare or review technical and analytical reports and dashboards, proposals, guidelines and operating procedures.
• Prepare donor briefings on the Complaints and Feedback Mechanism (CFM), corrective actions taken on complaints, improved internal controls and enhanced efficiency of WFP operations.
• Oversee and/or review the work of other support staff, providing practical advice and guidance to contribute to delivering objectives to agreed standards and deadlines.
• Perform any other duties, as required.

Standard minimum qualifications

Education: University degree in one or more of the following disciplines: Economics, International Affairs, Law, Social Sciences, Development any related area of expertise.

Experience: At least three years of experience in Project Management, Gender and Protection Transformative Approach and/or Monitoring and Evaluation. Experience in the humanitarian sector is an asset, preferably within WFP

Technical skills:

• Good computer skills;
• Proficiency in Microsoft Office (especially Word and excel);
• Project management;
• Risk assessment;
• Facilitation skills
• Ability to use data analysis tool (SPSS) and visualization tool (Tableau)
• Writing skills

General:

• Ability to work patiently in a multicultural environment.
• Good analytical skills.
• Action-oriented approach.
• Good independent and collaborative Work.

Language: Fluency in both oral and written communication in English. Knowledge of the local language is added advantage.

How to apply

WFP is an equal opportunity employer. Female candidates meeting the above qualifications are encouraged to apply on-line through WFP recruitment website.

This vacancy is open to nationals of any country.  

Public access: http://www1.wfp.org/careers/job-openings

WFP staff access: http://newgo.wfp.org/services/e-recruitment

Please note that WFP does not charge a fee at any stage of the recruitment process. Only qualified candidates will be contacted.

DEADLINE FOR APPLICATIONS

26 April 2019