Job Description

Title: Complaints and Feedbacks Mechanism (CFM) (Re-Open)

Company Name: United Nations World Food Programme (WFP)

Vacancy: 1

Job Location: Cox's Bazar

Employment Status: Contractual

Educational Requirements:
∎ Completion of University degree in related functional area especially in statistics.

Experience Requirements:
∎ At least 5 year(s)

Job Context:
∎ Contract Type : Service Contract, SC8
∎ Contract Duration : 12 months
∎ Nationality : Bangladeshi

Job Responsibilities:
∎ 4Ps CORE ORGANISATIONAL CAPABILITIES
∎ Purpose:
∎ Understand and communicate the Strategic Objectives: Understands WFP's Strategic Objectives and the link to own work objectives.
∎ Be a force for positive change: Flexibly adapts individual contributions to accommodate changes in direction from supervisors and internal/external changes (such as evolving needs of beneficiaries, new requirements of partners).
∎ Make the mission inspiring to our team: Recognizes and shares with team members the ways in which individual contributions relate to WFP's mission.
∎ Make our mission visible in everyday actions: Sets own goals in alignment with WFP's overall operations, and is able to communicate this link to others.
∎ People:
∎ Look for ways to strengthen people's skills: Assesses own strengths and weaknesses to increase self-awareness, and includes these in conversations on own developmental needs.
∎ Create an inclusive culture: Participates in open dialogue, and values the diverse opinion of others, regardless of background, culture, experience, or country assignment.
∎ Be a coach & provide constructive feedback: Proactively seeks feedback and coaching to build confidence, and develop and improve individual skills.
∎ Create an "I will"/"We will" spirit: Participates in accomplishing team activities and goals in the face of challenging circumstances.
∎ Performance:
∎ Encourage innovation & creative solutions: Shows willingness to explore and experiment with new ideas and approaches in own work.
∎ Focus on getting results: Consistently delivers results within individual scope of work on time, on budget and without errors.
∎ Make commitments and make good on commitments: Commits to upholding individual accountabilities and responsibilities in the face of ever-changing country or functional priorities.
∎ Be Decisive: Makes rational decisions about individual activities when faced with uncertain circumstances, including in times of ambiguity regarding information or manager direction.
∎ Partnership:
∎ Connect and share across WFP units: Seeks to understand and adapt to internal or cross-unit teams' priorities and preferred working styles.
∎ Build strong external partnerships: Demonstrates ability to understand and appropriately respond to and/or escalate needs of external partners.
∎ Be politically agile & adaptable: Portrays an informed and professional demeanor toward internal and external partners and stakeholders.
∎ Be clear about the value WFP brings to partnerships: Provides operational support on analyses and assessments that quantifies and demonstrates WFP's unique value as a partner.
∎ ORGANIZATIONAL CONTEXT
∎ WFP has been supporting 1.4 million people in Cox's Bazar, Bangladesh: 862,000 Rohingya refugees and host community Bangladeshi under the L3 emergency operation. The 2020 Joint Response Plan seeks to strengthen protection and solutions for Rohingya refugee women, men, boys and girls; deliver quality, life-saving assistance to people in need; foster the well-being of communities in Ukhiya and Teknaf Upazilas; Multi-sector assistance including food, water and sanitation, shelter, and access to healthcare and education will continue and be improved in 2020 for Rohingya refugees.
∎ JOB PURPOSE
∎ The position holder will work within the M&E Unit with a primary focus on the development and implementation of comprehensive CFM systems for the individual assistance programs implemented by WFP in Cox's Bazar, including refugee emergency response programs as well as host community livelihood programs. At this level, the job holder will be responsible for ensuring continuous, timely, and efficient monitoring of WFP programmes to ensure the establishment of a robust evidence base on client feedback and complaints and collection of information necessary to measure WFP performance in delivering its programmes to the targeted population. He/she will work in close collaboration with Programme and other relevant units to ensure efficient dissemination and utilizationof monitoring information. The position holder will report directly to the head of unit and will be responsible for managing field monitoring staff
∎ KEY ACCOUNTABILITIES (not all-inclusive)
∎ Review the Monthly and Yearly CFM reports and generate an analytical report detailing all cases by type, location, and by office for immediate action by Programme and other related functions.
∎ Follow-up with the relevant units in WFP to ensure that beneficiary complaints are reviewed and that actions are taken in a timely and effectively manner and to ensure feedback is provided to beneficiaries.
∎ Management and effective operation of the CFM as per the agreed SOP, including by supervising the CFM (Hotline) Operators, work closely with the CFM colleagues to prepare a work plan for the Unit and each staff member with clearly measurable outputs and outcomes.
∎ Review the current CFM Tracking & Follow-up Model with a view to refining it for better outcome reporting, case management and coordination with relevant units, offices for closure discussions internally.
∎ Escalate failed, or long-drawn CFM cases to Management and to the CFM Task Forces for deliberations during a scheduled CFM Task Force meeting in order to make recommendations for action to the CD. All serious/open cases where related parties have failed to take appropriate action to dispose these cases in a timely, or satisfactory manner.
∎ Maintain food diversion and misuse cases and update the diversion tracking sheets, following-up actions taken to recover diverted food and coordinate with the donor reporting focal point to report food diversion cases.
∎ Advise the finance unit regarding the corrective actions recommended for the transaction issues between retailers and beneficiaries.
∎ Conduct monthly analysis of CFM tickets into the CFM platform, following-up with CFM team to ensure all tickets are cleaned and logged accordingly as indicated in the Standard Operating Procedure.
∎ Produce analytical monthly reports based on feedbacks and complaints logged into the CFM platform, which highlight the key concerns and issues received from beneficiaries in addition to trends observed over time.
∎ Coordinate with implementing partners on issues related to the distribution process, field activities and any other operational needs in terms of communicating with beneficiaries.
∎ KEY ACCOUNTABILITIES (Continue)
∎ Provide technical support and advice to CFM focal points within Programme units.
∎ Provide technical support regarding any communication with affected populations, for example drafting SMS's, FAQ's, information sessions, posters and leaflets.
∎ Act as lead of the CFM Action Plan and coordinate its action points across different units in both Dhaka and Cox's Bazaar offices.
∎ Ensuring appropriate coordination within the CFM team and other relevant internal or external actors for the effective functioning of the CFM;
∎ Accepting, reviewing and following-up on referrals from other agencies and partners
∎ Regular update on the CFM dashboard
∎ Update the CFM SOP's according to changes in WFP activities and modalities.
∎ Train WFP and partner staff in the CFM processes and SOP
∎ Perform other related duties as required.

Additional Requirements:
∎ Experience: At least five years of relevant work experience with managerial responsibilities in the field of Monitoring and Evaluation and/or Programme in international development, accountability to affected population, complaints and feedbacks mechanisms, emergency operations, accountability to affected population, call-centre management or other related field.
∎ Language:Fluency in both oral and written communication in English and Bangla.
∎ KNOWLEDGE & SKILLS:
∎ Excellent command of Microsoft Office package (particularly Excel) required. Knowledge of Customer Relationship Management (CRM) and Data visualization software desired.
∎ Knowledge of spoken Rohingya language is an asset. Professional fluency in spoken and written English is required.
∎ Demonstrated research experience using a variety of analytical tools and survey methods/designs (quantitative and qualitative) and ability to communicate findings clearly both orally and in writing.
∎ Performed monitoring, evaluations, and assessments at field locations.
∎ Demonstrated skills in data analysis using SPSS/STATA or other statistical analysis packages.
∎ Demonstrated skills in reporting findings using data visualization software and innovative reporting products
∎ OTHER SPECIFIC JOB REQUIREMENTS
∎ Provide technical support and assist in the development and implementation of various activities and processes within the specific area of work supporting alignment with wider programme policies and guidelines.
∎ Provide specialized project management support to specific and/or defined programmes to ensure that the various activities are performed within the established targets following WFP's policies and procedures.
∎ Ensure and/or perform accurate, timely recording of data within the specific technical area of work (e.g. assistance programmes, food security and vulnerability assessments) and consistency of information presented to stakeholders.
∎ Liaise with internal counterparts to support effective collaboration, implementation and monitoring of ongoing project activities.
∎ Coordinate and communicate with local partners, agencies, NGOs and government institutions to perform accurate food security analyses and to ensure efficient delivery of food assistance.
∎ Support the capacity building of WFP staff, cooperating partners and national government within the specific technical area.
∎ Act as a point of contact for resolution of a range of operational queries and problems within a specific technical area of responsibility.
∎ FUNCTIONAL CAPABILITIES
∎ Capability Name Description of the behaviour expected for the proficiency level
∎ Programme Lifecycle & Food Assistance Demonstrates ability to identify key variables and contextual factors that affect food assistance problems and programmes throughout the lifecycle to inform quality programme design or re-design.
∎ Transfer Modalities (Food, Cash, Voucher) Demonstrates ability to analyse and consolidate quantitative and qualitative information from different sources (e.g., market studies) to inform transfer modality selection and programme development.
∎ Broad Knowledge of Specialized areas (i.e. Nutrition, VAM, etc.) Demonstrates the ability to interpret basic data in the context of WFP specialised fields to contribute to technical programme design, implementation and monitoring.
∎ Emergency Programming Displays capacity to provide inputs into the development, implementation and realignment of high quality emergency programmes.
∎ Strategic Policy Engagement w/ Government Develops thorough recommendations using multiple inputs (e.g., government counsel, research, own experience) to strengthen national or subnational entities and government owned food and nutrition security programmes.
∎ QUALIFICATIONS & EXPERIENCE REQUIRED:
∎ Desired experiences for entry into the role:
∎ Has implemented programmes and provided input into designing operations.
∎ Proven ability to manage and supervise Complaints and Feedback Mechanism/ Hotline in a complex operation.
∎ Problem-solving skills, ability to rationalize and identify facts of reported cases.
∎ Good report writing and analytical skills.
∎ Excellent communication skills.
∎ Has experience in Monitoring and Evaluation of humanitarian emergency/development programmes.
∎ Experience in Beneficiary Feedback and Complaints Management using innovative database systems.
∎ Experience in the implementation of concepts of Communication with Communities/Accountability to Affected Populations.

Salary: Tk. 188945 (Monthly)

Application Deadline: 7 Dec 2020

Company Information:
∎ 29 Nov 2020
∎ United Nations World Food Programme (WFP)

Category: NGO/Development