Programme Associate (Community Feedback Mechanism)

The Programme Associate will ensure the quality and effectiveness of WFP’s Community Feedback Mechanism (CFM) in Ukraine Country Office, managing the implementation of CFM processes and structures to uphold accountability to affected populations, mitigate risks, and adapt programming for improved assistance effectiveness.

Responsibilities

• 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 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 and ensure compliance with SOPs, CFM guidelines and corporate Ethics standards.
• Lead 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 implementation of the CFM information management system addressing management of all feedback channels, centralized data management, timely and accurate assignment and referral of cases, receipt of referrals from partner CFMs, and loop closure with CFM users.
• Liaise with IT focal point for troubleshooting technology issues supporting feedback management.
• Perform quality assurance of the CFM database through routine data cleaning, validation and analysis including 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 into joint recommendations and immediate course-correction.
• Regularly assess user satisfaction, accessibility, inclusiveness and effectiveness of CFM channels and recommend adjustments based on community preferences and operational evidence.
• Support development, maintenance and updating of CFM Standard Operating Procedures in consultation with relevant stakeholders.
• Ensure CFM feeds into the CO’s Community Engagement action plan and wider country-level work plan for Accountability to Affected Populations.
• 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 its contribution 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, including field visits and representation at meetings.
• Perform other duties as required.

Requirements

• 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.
• Six or more years of progressively responsible relevant work experience in 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: three years of work experience with a Master’s Degree; four years of work experience with a Bachelor’s Degree.
• Excellent customer care and communication skills, with ability to interact professionally, empathetically and respectfully with diverse populations including vulnerable individuals.
• 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 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 meetings.
• Strong organizational skills, attention to detail and ability to work under pressure and multi-task professionally while meeting targets in a high-pressure environment.
• Ability to maintain professional standards during difficult or stressful interactions with CFM users and colleagues.
• Excellent training and facilitation skills with ability to build capacity of staff and partners on CFM procedures, case management, service standards and accountability principles is highly desirable.
• Fluency (level C) in both English and Ukrainian languages.

Skills

• Complaint and Feedback Mechanisms
• Accountability to Affected Populations
• Protection in Humanitarian Settings
• Client/customer services
• Information Management
• Data Management
• Humanitarian Standards for Children
• Community Engagement Methodologies
• MS Excel
• Data Cleaning
• Pivot Tables
• Data Reporting
• Qualitative Analysis
• Thematic Analysis
• Data Analysis
• Client Relationship Management
• Case management systems
• Feedback Management
• Data Visualization
• Power BI
• Tableau
• Stakeholder Coordination
• Training Facilitation
• Capacity Building

Languages

English, Ukrainian