KEY ACCOUNTABILITIES (not all-inclusive)

Community Feedback and Response Mechanism

• Provide strategic and technical support in designing, enhancing and integrating of community feedback and response mechanism (CFRM) across WFP operations at central and field levels
• Responsible for the day-to-day management and functionality of the CFRM, guidance of CFRM team, comprehensive integration of all CFRM channels (hotline, community helpdesks, field monitors), quality assurance of information and case management, and meeting of all deliverables
• Lead the implementation of the CFRM information management system, including management of all feedback channels, centralized management of data, timely and accurate assignation and referral of cases (including sensitive cases and allegations of sexual exploitation and abuse, and fraud), receipt of referrals from partner CFRMs, and loop closure with CFRM users
• Translate CFRM findings and trends analysis, in triangulation with other data sources, into recommendations and course-correction
• Monitor and maintain up-to-date the escalation processes, and procedures for actioning and resolution of cases
• Support re-design and enhancement of WFP Hotline as part of CFRM holistic approach
• Maintain up-to-date and drive periodic revision of CFRM SOP
• Support and orient CPs in establishing community helpdesks as part of CFRM, monitoring their performance
• Support and orient field monitors in capturing risks and complains in the MoDA system and follow up on resolution
• Support monitoring of the protection issues, their capture and response through CFRM
• Prepare and submit CFRM periodic reports

Capacity strengthening

• Develop and implement a capacity building strategy on CFRM for cooperating partners and WFP staff, including training on intake, escalation, referral, and resolution of CFRM cases in their respective capacity
• Provide mentoring and support to CFRM team, Hotline team, and other staff
• Support the country office and cooperating partners to integrate CFRM in assessments, monitoring, evaluation, and reporting tools
• Participate as core team member in CFRM assessments, Protection/AAP analysis
• Document lessons learned and best practices in CFRM/AAP
• Disseminate WFP corporate guidance and tools on CFRM/AAP

Partnerships and interagency collaboration on CFRM

• Represent WFP in interagency fora on CFRM/AAP
• Liaise with interagency coordination on assessments and establishment of inter-agency CFRMs and referral frameworks
• Promote partnership and cross-fertilisation of knowledge with cooperating partners on mainstreaming CFRM/AAP
• Support CPs management, review of FLAs
• Support CO donor reporting and proposals development
• Interact with relevant entities within WFP, partners and government to follow up on complaints and reports

Community Engagement

• Lead visibility and sensitization efforts to raise awareness of the CFRM among the affected populations and community structures
• Support development of Community Engagement (CE) action plan, feeding from findings of the CFRM rapid assessment and Protection/AAP analysis
• Coordination and validation of approaches with WFP field offices, partners and beneficiaries
• Develop, review, update CFRM communication messages in cooperation with CFRM/Hotline team, COMMS, programmatic teams and field offices
• Coordinate community sensitization campaigns with COMMS

DELIVERABLES AT THE END OF THE CONTRACT:

• Fully functioning CFRM with clear procedures, processes, responsibilities
• CFRM SOP revised and finalised
• CFRM reflected and integrated in other Ethiopia Country Office SOPs and Q&As
• Staff CFRM capacity enhanced at Country Office and Field Offices levels
• Cooperating Partners CFRM capacities enhanced at Country Office and Field Offices level
• FLAs feature CFRM activities and budget
• CFRM training delivered to Cross-cutting team as part of CC team workshop
• CFRM handbook chapter submitted
• WFP Call Center clients satisfactory survey conducted
• WFP Call Center is functioning according to CFRM SOP

STANDARD MINIMUM QUALIFICATIONS

Education: Advanced University degree in sociology, international development, law, economics, business management, telecommunications, data management, statistics, or other relevant fields or First University degree with additional years of related work experience and/or training/courses.

Experience: Three years or more of postgraduate professional experience in a relevant field of work, in protection and accountability to the affected population, development of CFRM

Knowledge & Skills:

• Work experience in protection in humanitarian settings, accountability to the affected population, community communications and engagement with the affected population, client/customer services and information management required
• Work experience with the UN system or international organization in designing and implementing CFRM required
• Work experience in interagency coordination required
• Knowledge of Core Humanitarian standards, humanitarian, development and peace building architecture, accountability and community engagement practices and methodologies in the humanitarian sector required
• Leading small to medium size teams desired
• Cognitive capacity, teamwork, action management, innovation, partnerships, client orientation, strong analytical and writing skills, ability to work independently, interacting with technical and non-technical internal and external stakeholders including decision-makers required

Language: Fluency in both oral and written communication in English. Knowledge of the local language is an added advantage.