Wednesday, February 8, 2017

World Food,Program (WFP),Monitoring Assistant SC5 jobs in Rwanda



 (Complaints and Feedback Mechanism Database Management)
Monitoring Assistant SC5 (Complaints and Feedback Mechanism Database Management)
ABOUT WFP
The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. 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.
ORGANIZATIONAL CONTEXT
This job will be based in WFP Rwanda, Kigali duty station and job holder will work under the direct supervision of the Programme Policy Officer M&E and overall supervision of the Head of Programme. At this level, the job holder will be expected to take responsibility for completion of a range of processes and activities related to monitoring that require some interpretation of standard guidelines/practices. The job holder will be able to recommend a course of action to staff at various levels and may allocate tasks to other support staff.
KEY ACCOUNTABILITIES (not all-inclusive)
  1. Electronically document all complaints and feedback received from the CFM Monitoring Assistants in the field into the CFM database.
  2. Manage the WFP toll free line by receiving calls from beneficiaries reporting complaints and documenting them accordingly. Where possible, the staff member shall also provide immediate appropriate responses and solutions to the complainants.
  3. Forward all technical complaints that are beyond WFP’s capacity to address to the most appropriate agencies and/or WFP units. These include agency specific technical complaints that can only addressed by UNHCR, MIDIMAR and Equity Bank among others. The MA shall be the official communication link between WFP, Equity bank and UNHCR in that regard.
4.     Ensure systems are in place to protect and ensure the confidentiality of the information within the database.
5.     Produce weekly and monthly CFM updates for management information and action. This is both through well analyzed written reports or the CO CBT technical working group for which (s)he shall be a member.
6.     Report on progress and actions taken to resolve complaints.
  1. Follow up on complaints forwarded to partners (Equity Bank, UNHCR and MIDIMAR) and report back to WFP on actions taken.
8.     Perform any other duties as required.
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.
MINIMUM QUALIFICATIONS AND EXPERIENCE REQUIRED
Education: University degree in one or more of the following disciplines: mass communications, IT, Computer science, Statistics, development studies or a field relevant to international development 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 management of databases and/or call centers is a must.
DEADLINE FOR APPLICATIONS 15 February 2017

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