Back Programme Policy Officer (CFM) NOA

DEADLINE FOR APPLICATIONS27 March 2025-23:59-GMT Greenwich Mean Time (Banjul)

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.

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.

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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: Programme Policy Officer (CFM) NOA

  TYPE OF CONTRACT: Fixed Term

  UNIT/DIVISION: Programme/The Gambia CO

  DUTY STATION: Banjul

  DURATION : 12 Months

  About WFP

  WFP's Community Feedback Mechanism (CFM) is designed primarily to operationalize WFP's accountability to affected populations (AAP), and more broadly to support the entire operation in its attempt to be more transparent and accountable to all stakeholders, including affected populations, partners, governmental and non-governmental entities, and donors. To ensure effective complementarity between WFP's CFM mechanism, partners' CFMs, and PAA's inter-agency mechanisms, initiatives, and processes.

  The WFP CFM is one of the channels through which the WFP communicates with stakeholders and is a mechanism through which individuals or groups can ask questions, share feedback or report a complaint. WFP stakeholders include affected populations, WFP, cooperating partners, third-party observers, government representatives, and service providers (e.g. contracted transporters). To ensure effectiveness, the WFP CFM is set up following WFP guidelines on functional CFM and is therefore empowered to pass on allegations of sexual exploitation and abuse, harassment, fraud, corruption, and quality issues.

  ORGANIZATIONAL CONTEXT

  In the WFP, feedback is a general term that encompasses a community or feedback provided by an individual or group of people. Feedback can be formal (gathered through specific mechanisms or processes) or informal (gathered on an ad hoc basis). All feedback requires the feedback loop to be closed. This can only be achieved when the individual or group of people who submitted the feedback has expressed satisfaction with the action.

  A complaint is an expression of dissatisfaction with the service standards, actions or lack of action of WFP or a partner organization, or their employees. It is a criticism that requires a response and a desire for change. In the context of this policy, a complaint is an external grievance made against WFP or a partner or one of its employees where the organization has allegedly made mistakes, acted improperly, breached codes to which WFP subscribes or failed to meet a commitment. Feedback is an expression of concern, a statement of thanks or appreciation, or the sharing of a question or suggestion.

  JOB DESCRIPTION

  The CFM Manager is responsible for the day-to-day implementation and functionality of the CFM by the CFM Standard Guide., the demonstrated functionality of the CFM, the overall information management system, and the achievement of all deliverables. The CFM Manager must demonstrate the ability to solve problems, coordinate and collaborate with internal and external stakeholders, manage data, remain calm in a crisis, and represent WFP and Partners during CFM meetings.

  WFP is looking for a CFM Manager to manage the day-to-day operations and strategic direction of the CFM. The CFM Manager:

  • Will receive appropriate training to carry out their work in a professional manner, including training to record cases in the WFP feedback management system (MODA, SugarCRM, or any CO feedback management solution).
  • Is expected to carry out its work per the UN's three fundamental principles of integrity, professionalism, and respect for diversity.
  • Sign and adhere to a code of conduct and an oath of confidentiality.
  • Attend, apply, and follow relevant training courses.
  • The CFM manager reports to the Head of Research, Assessment and Monitoring (RAM) Unit

    KEY RESPONSIBILITIES (not exhaustive)

    • Support community empowerment through the provision of accessible and timely information and participation in decision-making processes.
    • Ensure data collection on accountability mechanisms (situation analysis).
    • Assist Research, Assessment and Monitoring Unit as well as programme staff in storing and classifying complaints and feedbacks; lessons learned and good practices for effective knowledge management
    • Provide technical support and assist in the development and implementation of various activities and processes within the specific area of work, supporting alignment with broader program policies and guidelines.
    • Liaise with the IT focal point to troubleshoot any problems related to the technology supporting feedback management.
    • Provide project management support for specific and/or defined programs to ensure that the various CFM activities are carried out within the framework of established objectives and in compliance with WFP policies and procedures.
    • Within the specific area of responsibility, prepare a series of reports and data analysis and highlight trends/problems, ensuring that delivered products comply with company standards and quality control to advance the AAP program.
    • Provide the necessary tools, training, and resources to enable the high-quality performance of the CFM system, in line with standard operating procedures and the WFP Privacy and Confidentiality Guide (PDPP)
    • Promote a culture of accountability to affected populations (AAP) by ensuring that staff, partners, and external stakeholders are embedding AAP principles in program design, implementation, and decision-making processes.Act as a point of contact for the resolution of a range of operational issues and problems within a specific area of technical responsibility.

      4P MAIN ORGANIZATIONAL SKILLS

      • Ensure quality assurance at every stage of the data flow, updating the system as necessary.
      • Design key performance indicators (KPIs) for operators (e.g. time to solve a problem, time per interaction, optimization rate, number of interactions processed per day). Manage performance to ensure these KPIs are met.
      • Ensure appropriate coordination within the program team and other internal or external stakeholders relevant to the effective operation of the CFM. Maintain regular communication with the WFP program team to ensure any program changes are made, and that CFM operators have access to the most up-to-date and accurate information, processes, and procedures.
      • Organize regular CFM team meetings and present CFM findings to the Programme team regularly and at relevant conferences. Deal with emerging concerns and inform the Unit Manager.
      • Design and organize training sessions for new staff
      • 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 level at all times, especially during difficult or stressful interactions with CFM users and colleagues.
      • Perform other tasks as required.

        MINIMUM STANDARD QUALIFICATIONS

        Education:

        Advanced University degree in International Affairs, Economics, Nutrition/Health, Agriculture, Environmental Science, Social Sciences or other field relevant to international development assistance, or First University Degree with additional years of related work experience and/or trainings/courses.

        📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

        ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

        Language: Fluency level C in the National languages of The Gambia including English.

        Experience: 1 year of specific experience in the field of community feedback mechanisms.

        Knowledge & Skills: Excellent communication skills, clear and friendly attitude, ability to follow instructions. Demonstrated attention to detail, strong computer skills (including working on multiple platforms simultaneously), ability to problem solve, ability to work under pressure, and multi-task professionally while achieving goals in a high-pressure environment. Excellent time management and language skills.

        Desired experience :

        • Applied knowledge and skills in managing beneficiary services within humanitarian organizations.
        • Applied knowledge of customer relationship management, and multi-tasking
        • Applied knowledge of humanitarian, development, and/or peace-building architecture.

          TERMS AND CONDITIONS OF USE

          • One-year renewable contract

            Application deadline 19th March 2025

            All employment decisions are made based on 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.

            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 committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global.inclusion@wfp.org

            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 global.hrerecruitment@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.