Community Feedback Mechanism (CFM) Officer- CFM for Governments

DEADLINE FOR APPLICATIONS

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP is a 2020 Nobel Peace Prize Laureate.

• WFP offers a highly inclusive, diverse, and multicultural working environment.

• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.

• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The World Food Programme’s (WFP) Community Feedback Mechanism (CFM) is a formal two-way communication system comprised of human resources, processes, hardware, and software, that facilitates the intake, management, analysis, actioning, and resolution of feedback received from affected populations and other relevant stakeholders (including affected populations, WFP, cooperating partners, third party monitors, government representatives and service providers). It facilitates participative approaches into the humanitarian response and a rights-based approach to development work, and is grounded in the principles of accountability, transparency, equality, and non-discrimination. It aims to enable community members to share information, express concerns and needs, or suggest changes regarding their experience with WFP or the wider humanitarian system.

One of WFP’s Strategic Objectives is to strengthen national programmes and systems, including social protection systems. WFP Social Protection Strategy includes a commitment to “support governments to develop processes and systems that are accessible, inclusive, dignified, and safe, and that demonstrate accountability to donors and other stakeholders”.

WFP has designed and run CFMs, in more than 70 countries adapting them to programme and country contexts. Since 2020, WFP has worked in 30 country offices (COs) with governments on their CFMs, or grievance redress mechanisms (GRM) as they’re known in Social Protection programmes.

CFMs are crucial to enhance government accountability, reinforcing the social contract by addressing beneficiary/citizens feedback, and ensuring the effectiveness, efficiency, and quality of program delivery, thereby legitimizing their existence, and fostering sustainability. Governments are turning to WFP as a key partner in ensuring that their social protection programmes are transparent, accountable, and effective in delivering various modalities of assistance.

In 2024, WFP received funding to enhance protection, accountability, and exclusion risk management capacity for national social protection programming, including research and development of a community engagement, feedback, and appeals mechanisms approach relevant and effective for social protection programmmes across various contexts. As part of this project, WFP HQ is supporting two COs (Lebanon and Somalia) in their GRM-related workstreams with government and social protection programmes with the goal to ensure i) the support is aligned with WFP standards ii) the learning from these implementations is documented and informs an overarching WFP approach to providing feedback strengthening support to governments.

WFP CFM team seeks a GRMofficer to support the team in providing technical assistance to selected country offices, learn from and expand existing approaches to providing integral GRM support to governments, and contribute to developing a comprehensive and coherent WFP approach.

ACCOUNTABILITIES/RESPONSIBILITIES:

Under the overall guidance and supervision of the HQ lead CFM Officer, and in close collaboration with colleagues in Social Protection and Targeting teams, the CFM officer will support the project with the following main responsibilities:

• Provide ongoing technical assistance to WFP Lebanon CO and two other COs (TBD) in ensuring GRM support to governments is technically sound and responsive to demands in the field while ensuring alignment with WFPs’ CFM assurance standards.
• In consultation with relevant internal and external stakeholders, provide technical support in developing standard operating procedures for GRM systems that address steps, requirements, roles, and responsibilities for information intake and analysis, case action and resolution, as well as the information management and quality assurance structure.
• In consultation with relevant internal stakeholders, ensure the GRM support integrates the processing of appeals requests as needed.
• Develop country office case studies that compile lessons learned, challenges, and good practices in providing feedback mechanism strengthening support to government and social protection schemes.
• Under the supervision of the lead CFM Officer and in close consultation with other relevant stakeholders, expand the existing preliminary efforts to develop an overarching and consistent global approach to providing services/technical assistance to government and social protection programmes around their GRMs that is field informed and adaptable to various WFP operational contexts.
• In consultation with all relevant stakeholders, lead the development of a package of guidance and tools to support COs in operationalizing and implementation of WFP’s global approach to provision of comprehensive technical GRM strengthening support to governments.
• Act as the primary focal point between the HQ CFM team and CO in the day-to-day implementation of the project, including reporting on progress on the GRM workstream as needed.
• Coordinate among relevant internal stakeholders at HQ level on the project, ensuring alignment among all stakeholders.8.
• Report allegations of misconduct such as sexual exploitation and abuse (SEA) and fraud, corruption, and theft to responsible focal points, in alignment with corporate policies and procedures.
• Perform other duties as required.

The CFM Officer will receive and apply the necessary training to conduct their work in a professional manner, in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity, and in compliance with WFP’s code of conduct and confidentiality oath.

QUALIFICATIONS & EXPERIENCE REQUIRED:
 

Education:
Advanced University degree in International Affairs, Economics, Social Sciences, information management, statistics, or other relevant fields, or First University Degree with additional years of related work experience and/or training/courses.
 

Experience:
Minimum of 5 years' professional experience in social protection programming is strongly desired. Work experience in Protection in humanitarian settings, communications, client/customer services and information management are desired. Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace building architecture of CFM would be an asset.

Knowledge & Skills:
The following knowledge and skills are required:

• Excellent communication skills.
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
• Knowledge of Social Protection systems, and ability to manage relations with government stakeholders and local authorities.
• Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.
• Strong analytical and problem-solving skills
• Excellent time management and performance management skills.

The following knowledge and skills are desired:

• Attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
• Strong data analysis skills and ability to interpret and apply learning from analysis to inform decision-making.
• Familiarity with WFP’s standards and approaches to CFMs and social protection strategy and work.

Languages:
Oral and written working knowledge of English. Knowledge of French and/or Arabic is strongly preferred.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at global.inclusion@wfp.org. Our DEI team is here to ensure your full participation in our recruitment process.

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).

• Once your profile is completed, please apply, and submit your application.

• Please make sure you upload your professional CV in the English language

• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter

• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time

• Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application

• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.