Programme Associate (CFM) SC6 at World Food Programme (WFP) Moldova

ABOUT 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 lifetime. 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.

Female applicants and qualified applicants are especially encouraged to apply to this position. WFP has zero tolerance for discrimination and does not discriminate on the basis gender, ethnicity, religion, political affialiation, or sexual orientation.


BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The World Food Programme (WFP) is the world's largest humanitarian agency, working towards achieving a world with zero hunger. Since the beginning of the Ukraine refugee crisis in February 2022, WFP set up operations in Moldova to assist in the refugee response. To respond to the deepening vulnerabilities of the crisis-affected populations and to strengthen the government shock-responsive capacity, WFP has drafted a Transitional Interim Country Strategic Plan (T-ICSP), which outlines the activities in the country for the next year (September 2022 – August 2023). Under the guidance of M&E officer, the Programme Associate (CFM) is responsible for the day-to-day implementation and functionality of the CFM in line with the corporate CFM Standardization Guidance, including the supervision of CFM employees, the demonstrated functionality of the CFM and the overall information management system.

KEY RESPONSIBILITIES (not all-inclusive, nor exhaustive):

  1. Ensure effective management and operation of a functional CFM in line with SOPs, minimum requirements (programmatic and technical) and the PDPP. 
  2. Ensure the appropriate staffing structure to maintain a functional CFM. If required, advocate for more resources (human, operational) to ensure the CFM maintains functionality and effective. 
  3. Develop, maintain and update, and ensure adherence to, all CFM standard operating procedures. Ensure the CFM feeds into the CO’s Community Engagement Strategy and supports the timely communication of programmatic adjustments and articulation of loop closure to affected populations. 
  4. Develop and oversee the implementation of a CFM information management system, strategy and SOPs, including the management of all feedback channels, the centralized management of data (including programmatic updates), the timely and accurate referral of cases (including sensitive cases and allegations of sexual exploitation and abuse and fraud), the receipt of 
  5. Referrals from partner CFMs, and loop closure. This process may require the digitization of non-digital feedback (e.g. handwritten feedback) and the capturing of informal feedback. 
  6. Production and dissemination of timely, accurate information and data on trends, needs, priorities of affected populations and the demonstrated impact of the CFM. 
  7. Support in the recruitment of relevant CFM positions. 
  8. Build the capacity of CFM employees and effectively manage their performance, ensuring duty of care and adherence to the code of conduct and oath of confidentiality. Ensure quality assurance throughout every stage of the data flow, ensuring updates to the system as required. 
  9. Design key performance indicators (KPI) for operators (eg time to resolve issue, time per interaction, optimization rate, number of interactions handled per day). Manage performance to ensure adherence to these KPIs. 
  10. Ensure appropriate coordination within the CFM team and other relevant internal or external actors for the effective functioning of the CFM. Maintain regular communication with WFP Programme team to ensure any programme changes are captured, so CFM Operators have access to the latest, most accurate information, processes and procedures. 
  11. Conduct regular CFM team meetings and regularly represent the findings of the CFM to senior management, as well as in relevant meetings. Address emerging concerns and informing the Head of Unit of them. 
  12. Design and conduct training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. Provide technical and language support to the CFM Operators as per their requirement. 
  13. Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities. 
  14. Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues. 
  15. Perform other duties as required. 

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

Completion of degree in the areas of business and administration, project management, information management or other related area of study. A bachelor’s in the aforementioned subjects can be supplemented with years of experience.

Experience:

Experience in client/customer services functions including previous experience with an international organization. Work experience with a UN or other International Organization’s call centre would be an asset

Languages:

Fluency in English, Romanian and Russian. Knowledge of a second UN language is a plus.

Knowledge & Skills:

    • Excellent customer care and communication skills, a clear and friendly attitude, the ability to follow instructions. Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills, ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment. Excellent time management and language skills. Demonstrated team management and performance management skills, as well as information management skills. 
    • Ability to work in a team in a multicultural environment.

TERMS & CONDITIONS:

Type of Contract: SC6

Unit/Division: Programme 

Duty Station (City, Country): Chisinau, Moldova. 

Duration: 12 months. 

Application deadline: 21 Aug 2022