Programme Associate (Community Feedback Mechanism)

The Programme Associate (Community Feedback Mechanism) supports the implementation and management of WFP's Community Feedback Mechanism in Liberia. The role involves managing feedback processes, ensuring quality assurance, reporting misconduct, and facilitating community engagement to improve humanitarian assistance effectiveness.

Responsibilities

• Design, establish, and maintain the CFM information management system (IMS), ensuring alignment with Country Office data systems, monitoring frameworks, and inter-agency accountability standards.
• Ensure the CFM adheres to WFP corporate requirements for a functioning CFM as outlined in the corporate CFM Standardization Guidance and to WFP’s Guide to Personal Data Protection and Privacy.
• Develop, maintain, and update CFM Standard Operating Procedures addressing information intake and analysis, case action and resolution, and quality assurance structure.
• Oversee implementation of the CFM information management system including management of feedback channels, data centralization, case assignation and referral, receipt of referrals from partner CFMs, and loop closure with CFM users.
• Oversee feedback documentation and case management processes ensuring quality service to CFM users.
• Report allegations of misconduct such as sexual exploitation and abuse (SEA), fraud, corruption, and theft to responsible focal points in alignment with corporate policies.
• Support visibility and sensitization efforts to raise awareness of the CFM among affected populations and community structures.
• Produce and disseminate accurate information and data on trends, needs, and priorities of affected populations and lead CO discussions on CFM findings.
• Lead technical working groups to translate CFM findings into joint recommendations and facilitate monthly Steering Committee meetings with Senior Management.
• Design a capacity building strategy for staff and partners to maintain core skills and ensure compliance with SOPs, PDPP, PSEA procedures, and corporate Ethics standards.
• Ensure CFM employees act professionally, abide by the code of conduct, respect affected populations, and maintain confidentiality.
• Ensure the CFM feeds into the CO’s Community Engagement action plan and wider country-level Accountability to Affected Populations strategy.
• Build understanding of AAP value across WFP and externally and position CFM’s added value in programme improvement and participation of affected populations.
• Perform other duties as required.

Requirements

• First University Degree in Business Administration, Social Sciences, information management with special focus on client/customer services management, or other related functional area, is required.
• Minimum of 2 years’ experience in client/customer services functions or social work.
• Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace building architecture would be an asset.
• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to transmit clear messages.
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector is desired.
• Ability to follow procedures in a high-pressure environment.
• Capacity and attitude to learn quickly.
• Oral and written working knowledge of English at "Level C" is required.

Skills

• Client Service Management
• Social Work
• Community Feedback Mechanisms
• Customer Care
• Communications Skills
• Core Humanitarian Standards
• Accountability Practices
• Community Engagement
• Quality Assurance
• Reporting Misconduct
• Compliance
• Humanitarian Context Knowledge
• English Language Proficiency

Languages

English