UNWFP Moldova: Programme Associate (CFM) - SC6 based in Chisinau

DEADLINE FOR APPLICATIONS

12 September 2024-23:59-GMT+02:00 Eastern European Time (Chisinau)

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.

Link to apply: https://wd3.myworkdaysite.com/recruiting/wfp/job_openings/job/Chisinau-Moldova-Republic-Of/Programme-Associate--CFM-_JR103969

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.

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).

• JOB TITLE: AssociateProgram (CFM)
• TYPE OF CONTRACT: Service Contract SC6
• UNIT/DIVISION: Program
• DUTY STATION (City, Country): Chisinau, Moldova
• DURATION: 12 months

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 has 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's shock-responsive capacity, WFP in Moldova has an Interim Country Strategic Plan (ICSP), which outlines the activities in the country for the period March 2024 – February 2026. Under the guidance of Head of Monitoring, the Community Feedback Mechanism (CFM) Programme Associate is responsible for the day-to-day implementation and functionality of the CFM in line with the corporate CFM toolkit, including the supervision of CFM employees, the demonstrated functionality of the CFM and the overall information management system.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Ensure effective management and operation of a functional CFM in line with CFM assurance standards and minimum requirements (programmatic and technical).
• 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 effectiveness.
• 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.
• 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 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.
• Production and dissemination of timely, accurate information and data on trends, needs, priorities of affected populations, and the demonstrated impact of the CFM.
• Support in the recruitment of relevant CFM positions.
• 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.
• Design key performance indicators (KPI) for operators (e.g. time to resolve the issue, time per interaction, optimization rate, number of interactions handled per day). Manage performance to ensure adherence to these KPIs.
• 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 the WFP Programme team to ensure any programme changes are captured, so CFM Operators have access to the latest, most accurate information, processes, and procedures.
• 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 inform the Head of Unit of them.
• 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 in specific areas, including protection and gender-related issues. Provide technical and language support to the CFM Operators as per their requirements.
• 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.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
• Making and receiving phone calls at least 50% of the time.
• Perform other duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: Completion of a high school diploma. A university degree in the areas of business and administration, project management, information management, or other related areas of study is desirable.

Experience: Minimum 6 years of experience in client/customer service functions including previous experience with an international organization. Work experience with a UN or other International Organization's call center would be an asset.

Knowledge Skills:

Excellent customer care and communication skills, a clear and friendly attitude, and the ability to follow instructions. Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills, and 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.

Languages: Fluent in English, Romanian, and Russian. Knowledge of another UN language is a plus.

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 wfprecruitment@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.