Monitoring Assistant (Complaints & Feedback Mechanism) at the United Nations World Food Programme (WFP)

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

We are recruiting to fill the position below:

Job Title: Monitoring Assistant (Complaints & Feedback Mechanism)

Ref ID: 106883
Location: Abuja
Position grade: G5

Organizational Context

• The Monitoring Assistant for the Complaints and Feedback Mechanism (CFM) will support WFP Nigeria in managing feedback from the people WFP serves, including collecting information directly through phone calls to the hotline or indirectly through in-take forms managed at the onsite help desks or through outreach in field locations.
• Furthermore, the incumbent will support remote monitoring efforts and in conveying messages related to nutrition and health through the Social Behavioural Communication Change (SBCC) project. Direct supervision will be the country office head of M&E.

Job Purpose

• To coordinate and perform monitoring activities within a specific coverage area and provide reports to support the effective delivery of assistance packages.

Key Accountabilities (not all-inclusive)

• Collect and summarise feedback from affected populations, communities, and the humanitarian network through overall management of the WFP complaints and feedback mechanism platform;
• Serve as first point of contact for the hotline component of the CFM;
• Resolve routine issues, escalate issues through the approved referral pathways, where appropriate;
• Track issues, follow up on resolutions, and report back to the complainant as appropriate;
• Conduct analysis and prepare reports to support programme reviews and decision-making;

SBCC Messaging:

• Record integrated voice recorder (IVR) flowchart for nutrition and health messages and other sensitization messages as appropriate to WFP;
• Convey nutrition, health, and other WFP-specific messages according to operator scripts;
• Provide caller with approved referral pathways for nutrition counselling and support, as appropriate

Remote Monitoring:

• Conduct calls for remote monitoring based on approved lists and scripts;
• Collect and summarize call details for analysis and reports preparation;
• Perform other related duties as required.

4Ps Core Organisational Capabilities
Purpose:

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
• Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
• Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
• Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People:

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
• Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
• Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
• Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance:

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
• Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
• Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
• Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership:

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
• Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
• Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

Functional capabilities

• Capability Name-Description of the behaviour expected for the proficiency level:

Strategic Management:

• Displays basic understanding of WFP’s policies and strategies to perform monitoring and/or evaluation activities and their inter-relationship.

Performance Management:

• Applies knowledge of WFP’s performance management system to manage resources and relationships to undertake monitoring actions or deliver straightforward evaluations of operations, programmes, or processes to WFP monitoring and/or evaluation quality standards.

Qualitative/Quantitative Methodology:

• Understand and applies an appropriate mix of established methods and data collection tools to monitoring, reviews or straightforward evaluations, in line with WFP’s strategic and operational results frameworks (metrics), WFP guidance and technical standards.

Data Analytics and Visualization:    

• Collects and summarizes programme data, including information on shipments, distribution site logistics, the status of personas in need, and beneficiaries planned and reached for all programme assistance modalities and activities.

Programme Monitoring and Review:

• Gathers, organizes, and provides data on programme outputs, processes, and outcomes, including distribution plans and the status, quantity, and quality of food and cash distributed and technical assistance provided.

Key Deliverables:

• Weekly CFM updates;
• Monthly CFM reports of uploaded data;
• Monthly updates on SBCC messaging;
• Weekly remote monitoring updates.

Standard Minimum Qualifications

• Education: Completion of secondary school; post-secondary certificate in related functional area;
• Professional experience: Three years post-secondary experience in humanitarian work;
• Technical skills: Experience utilizing computer software, including word processing, spreadsheets, databases; proficiency in Microsoft Excel and Tableau will be an added advantage;
• Language: Excellent spoken and written English; fluency in one local language (Hausa, Kanuri, Shuwa Arabic, etc.);
• General: Knowledge of UN system policies, rules, regulations, and procedures.

Critical Success Factors:

• Experience collecting primary data through one-on-one interviews and discussions;
• Experience with handling sensitive and confidential matters;
• Demonstrated knowledge (through certified courses or professional experience) of basic nutrition practices and theory;
• Analytical capacity, attention to detail, resourcefulness, initiative, maturity of judgment, tact;
• Ability to communicate clearly orally and in writing and relay complex messages to a diverse audience;
• Ability to establish effective working relations with persons of different backgrounds;
• Ability to cope with situations which may create some level of psychological trauma;
• Flexibility in accepting work assignments outside normal desk description.

Remuneration

• WFP offers an attractive compensation package. For more details please visit International Civil Service Commision website: http://icsc.un.org  (link: http://www.un.org/Depts/OHRM/salaries_allowances/salaries/nigeria.htm).

Application Closing Date
5th September, 2019.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Terms and Conditions

• Qualified female candidates are encouraged to apply.
• Only Nigerian nationals or holders of valid residence and work permits are eligible to apply for this position
• Applications are to be submitted and recieved online and in English language only.
• Only shortlisted candidates will be contacted.  Canvassing is strictly prohibited. Canvassing of any sort will lead to automatic disqualification of the concerned applicant.
• Selected candidate will be employed on a fixed-term contract with a probationary period of one year.