Monitoring Assistant (Help Desk Support) – Kasulu at WFP Tanzania

Monitoring Assistant (Help Desk Support) SSA4 – Kibondo Office 1
Monitoring Assistant (Help Desk Support) SSA4 – Kibondo Office 1 at WFP May, 2024
JOB TITLE: Monitoring Assistant- Helpdesk Support
TYPE OF CONTRACT: Service Contract (SC)
UNIT/DIVISION: Research Assessment Monitoring Unit – WFP Tanzania, RBJ
DUTY STATION (City, Country): Kasulu
DURATION: 12 months

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 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. WFP has zero tolerance for discrimination and does not
discriminate on the basis of HIV/AIDS status.

BACKGROUND
The
WFP Community Feedback Mechanism is designed primarily to
operationalise WFP’s Accountability to Affected Populations(AAP), and
more broadly to support the overall operations in its attempt to be more
transparent and accountable to all stakeholders, including affected
populations, partners, governmental and non-governmental entities, and
donors. In order to ensure effective
complementarity between the WFP CFM Mechanism, partner CFMs and
inter-agency AAP mechanisms, initiatives and processes. WFP’s CFM is one
channel through which WFP communicates with stakeholders, and is a
mechanism through which individuals or groups can raise questions, share
feedback or flag a complaint.

WFP stakeholders include: affected
populations, WFP, cooperating partners, third party monitors,
government representatives and service providers (for e.g. contracted
transporters). To ensure effectiveness, WFP’s CFM is established in line
with WFP corporate guidance on functional CFMs and is, therefore,
enabled to refer allegations of sexual exploitation and abuse,
harassment, fraud, corruption and quality issues. Please note, in WFP
feedback is an overarching term to include a community or feedback
provided by an individual or a group of people. Feedback can be formal
(captured through specific mechanisms, processes) or informal (captured
in an ad-hoc manner). All feedback requires the feedback loop to be
closed.

This can only be achieved once the individual or group
of people who submitted the feedback has expressed satisfaction with the
action. A complaint is an expression of dissatisfaction about the
standards of service, actions or lack of action, of WFP or a partner
organisation, or their employees. It is a criticism that expects a reply
and would like things to be changed. In the context of this policy, a
complaint is an external grievance made against WFP or a partner or any
of its employees where the organisation has allegedly made mistakes,
acted wrongfully, breached the codes to which WFP subscribes or failed
to meet a commitment. Feedback relates to an expression of concern, a
statement of thanks or appreciation, or a sharing of a question or
suggestion.

STANDARD MINIMUM QUALIFICATIONS

• Education:
  Completion of secondary school education. A post-secondary certificate
  in the related functional area will be an advantage.

Experience:

Languages:
Oral and written working knowledge of English, Swahili and Kirundi. French is an asset.

ORGANIZATIONAL CONTEXT
Under
the overall guidance and supervision of the CFM Team Leader and to
support the implementation of a functional CFM, the Monitoring
Assistant-Helpdesk Support is responsible for information sharing, data
capturing, case referral and closing the feedback loop in line with
SOPs.

JOB PURPOSE
WFP seeks a Monitoring
Assistant-Helpdesk Support to be a community-facing communication focal
point that receives, logs and refers feedback from CFM Users and closes
the feedback loop with CFM Users in line with Standard Operating
Procedures (SOPs). The Monitoring Assistant-Helpdesk Support
•
Will receive the appropriate training to conduct their work in a
professional manner, including training to register cases on WFP’s
corporate system for feedback management (SugarCRM or CO solution for
feedback management).
• Is expected to carry out their work in
accordance with the UN’s three core principles of integrity,
professionalism and respect for diversity. Will sign and adhere to a
code of conduct and an oath of confidentiality.
• Will attend and apply relevant trainings.
• The Monitoring Assistant-Helpdesk Support reports to the CFM Team Leader.

KEY ACCOUNTABILITIES (not all-inclusive)
General responsibilities:
• Support the empowerment of communities through the provision of
accessible and timely information and participation in decision making
processes.
• Help ensure efficient and effective coordination of
AAP by collecting and circulating within WFP and the humanitarian
architecture information the urgent needs and priorities of affected
populations.
• Possess or be willing to acquire
professional-grade call handling skills, displaying sensitivity,
neutrality, and patience, and adherence to confidentiality and data
protection principles.
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
• Demonstrate an ability to learn quickly, follow procedures, and
act professionally at all times – especially under times of stress.
• Support an environment of transparency and accountability by:
o Establishing an easy-to-access and safe mechanism through which
affected populations can lodge feedback and complaints; and,
o Referring feedback to humanitarian actors to ensure feedback loop closure

Specific Responsibilities:
• Receive information requests, complaints and feedback, logging,
referring and closing the case and consent status appropriately,
accurately and in a timely manner into the CFM customer relationship
management (CRM) tool as per the consent provided by the CFM User and in
line with SOPs.
• Conduct surveys, if requested.
• Refer
cases to the relevant focal point as per the SOP. This includes
following procedures for handling sensitive cases, and allegations of
sexual exploitation and abuse (SEA) and fraud in a timely manner.
• Apply training and performance management guidance. Provide support to peers as required.
• Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP)
to all aspects of the data flow process, in all interactions with the
CFM User, and reporting any breaches of the PDPP.
• Maintain a
professional standard at all times, especially during difficult or
stressful interactions with CFM Users and colleagues.
•
Pro-actively identify and report to the CFM Team Leader areas for
improvement of the CFM, including but not limited to the accuracy and
quality of information being shared with the CFM User, technical issues
with the CRM, improvements to the data intake form, procedures on how to
handle difficult CFM Users.
• 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.
•
Disseminate information on WFP programme implementation and assistance
entitlements to beneficiaries through different communication channels,
as required.
• Contribute to the CFM progress and performance reporting by providing inputs.
• Pro-actively seek guidance from the CFM Team Leader as required.
• Perform other duties as required.

DELIVERABLES AT THE END OF THE CONTRACT:
• First case resolution rate, feedback loop closure rate and performance rating as per the SOP.
• 100% of sensitive cases and allegations of SEA and fraud referral accurately and timely, as per the SOP.
• 100% adherence to the PDPP.
• 100% trainings completed.
• Zero breach of code of conduct.
• Strengthened and streamlined CFM processes as part of the overall
objective to strengthen accountability to affected populations.
• Solid knowledge of WFP and relevant partner activities, procedures and processes.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE
Experience:

• Minimum of 2 years’ experience in client/customer services functions
  including previous experience with an international organisation. Work
  experience with a UN or other International Organization’s call centre
  or CFM would be an asset.

Knowledge & Skills:

• Excellent customer care and communication skills, uses tact and
  courtesy to give and receive information to a wide range of individuals,
  ability to identify data discrepancies and rectify problems requiring
  attention, 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 highpressure environment. 
• Excellent time management under minimal supervision and language skills.

Desired Experience:
• Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems.
• Applied knowledge of CRM, multi-tasking in at least three languages interchangeably
• Applied knowledge of the humanitarian, development and/or peace building architecture.

TERMS AND CONDITIONS
This position is open to Tanzanian nationals only.

DEADLINE FOR APPLICATIONS
The application will be open for application until 07th June, 2024.
WFP has a zero-tolerance approach to conduct such as fraud, sexual
exploitation and abuse, sexual harassment, abuse of authority and
discrimination. All selected candidates will be expected to adhere to
WFP’s standards of conduct and will therefore undergo rigorous
background verification internally or through third parties. Selected
candidates will also be required to provide additional information as
part of the verification exercise. Misrepresentation of information
provided during the recruitment process may lead to disqualification or
termination of employment

WFP will not request payment at any
stage of the recruitment process including at the offer stage. Any
requests for payment should be refused and reported to local law
enforcement authorities for appropriate action.