UN World Food Programme Internship- Community Feedback Mechanism (Accountability to Affected Population) Jobs in Rwanda

UN World Food Programme Internship- Community Feedback Mechanism (Accountability to Affected Population) Jobs in Rwanda

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 lifetimes.

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.

Background and Purpose of the Assigment:

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. 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.

Accountability to Affected Populations (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. To operationalize its commitments to AAP, WFP focuses on three key components: information provision, consultations, and community and feedback mechanisms (CFM).

WFP provides means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner.

CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes and raising issues of concern in a safe and confidential way.

WFP has been using five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations under Strategic Outcome one which beneficiaries use to report their complaints, inquire, and provide feedback to WFP. Currently, CFM has been extended to other programmes such as Home-Grown School Feeding and Resilience programmes under Strategic Outcome two.

Key Accountabilities (not all-inclusive)

Operating and managing WFP hotline by receiving, answering, recording, responding to, escalating, and managing incoming calls and text messages from beneficiaries and stakeholders.

Translating complaints from the local language into written English.

Recording the incoming complaints, enquiries, and feedbacks into the customer relations management database system (SugarCRM database).

Continuously updating the system by recording action taken and facilitating close out of cases resolved once feedback is provided to beneficiaries.

Providing information to beneficiaries in response to enquiries regarding WFP programme and services.

Providing regular updates, information summaries and periodic reports to Programme Policy Officer (Gender and Protection) and programme managers.

Compiling and escalating sensitive complaints related to harassment andsexual exploitation and abuse (SEA) and categorizing in line with the standard operating procedures to the supervisor (Gender and protection).

Any other tasks, as required.

Standard Minimum Qualifications

Education:

Bachelor’s degree in Economics, Education, social science, business administration, communications, or any related fields is desirable

Experience:

Not a mandatory requirement, but internship in similar capacities would be a plus

Knowledge & Skills:

Basic knowledge of customer service, strong analytical skills, writing and communication skills, computer literacy and reporting skills

Languages:

Fluency in English. Knowledge of Kinyarwanda is Mandatory.

How to Apply

For more information and job application details, see; UN World Food Programme Internship- Community Feedback Mechanism (Accountability to Affected Population) Jobs in Rwandae

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