Wednesday, February 8, 2017

World Food Program (WFP),Monitoring Assistant (Complaints and Feedback Mechanism) SC5- Gicumbi

Monitoring Assistant (Complaints and Feedback Mechanism) SC5- Gicumbi
Within the delegated authority, the Monitoring Assistant (SC5) will be responsible for managing all aspects of the complaints and feedback mechanism (CFM) related to CBTs and other activities at their respective
KEY ACCOUNTABILITIES (not all-inclusive)
  1. Act as the first point of contact for beneficiaries reporting complaints and providing feedback to all matters concerning Cash Transfers (CBTs).
  2. Document all complaints and feedback provided by beneficiaries as per the agreed formats and immediately provide appropriate responses and/or direct redress where possible.
  3. Closely work with and engage partners at the field levels especially UNHCR and MIDIMAR to address pending litigation related complaints that delay assistance to beneficiaries particularly beneficiary registrations, family splits and reunifications, etc. In addition, the MA will work closely with the Cash Distribution Monitoring Assistant to ensure that all registered beneficiaries appear on the monthly cash disbursement lists.
  4. Regularly follow up on all reported cases to ensure that the complaints documented prior have been dealt with accordingly and where no action has been taken, immediately report to the appropriate parties for further action.
  5. Take lead role to inform complainants on the progress and action being taken to resolve their complaints.
  6. Participate in the monthly all camp sensitisation and consultative feedback meetings to among others, provide updates from the complaints desk as well as behavioral change advice to avoid some of the complaints in the subsequent future.
  7. Closely liaise with the CFM database Manager at the CO to provide inputs in CFM system. 
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.
Education: University degree in one or more of the following disciplines: international affairs, communications, social sciences, development studies or a field relevant to international development and/or humanitarian assistance.
Language: Fluency in both oral and written communication in English and Kinyarwanda. A working knowledge of French is an added value.
Experience: At least three years of progressively responsible support experience including one year in public sector management, development projects, emergency assistance, and/or operational aspects of national, bilateral or multilateral food aid or commercial transactions. Prior experience with cash based interventions is a plus.

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