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, TikTok.
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).
Reporting Line: Post holder reports to the Head of Research, Assessment & Monitoring
BACKGROUND AND PURPOSE OF THE ASSIGNMENT
Based within the Research, Assessment, and Monitoring (RAM) Unit at the WFP Liberia Country Office, the Monitoring Assistant will support WFP’s strategic priorities by strengthening evidence generation and data driven decision-making.
Under the guidance of the Head of RAM, the Monitoring Assistant will support monitoring and evaluation activities by collecting, verifying, analyzing, and reporting programme performance data to facilitate evidence-based decision-making and ensure accountability to beneficiaries, donors, and other stakeholders.
ACCOUNTABILITIES/RESPONSIBILITIES
Under the overall guidance and supervision of the CFM Coordinator the Monitoring Assistant (CFM) is responsible for supporting the day-to-day implementation and functionality of the CFM call center. The Monitoring Assistant (CFM operator) will have the following responsibilities:
1.Receive CFM related incoming calls, SMS, WhatsApp messages, emails, and other communications from beneficiaries and stakeholders.
2.Record complaints, feedback, requests for information, and suggestions in the designated CFM database or platform.
3.Respond professionally and courteously to beneficiary inquiries.
4.Categorize cases according to established WFP complaint classification standards.
5.Ensure the completeness, accuracy, and quality of data entered, while maintaining up-to-date records and case-tracking information.
6.Refer complaints and requests to appropriate departments or focal points for action
7.Monitor the status of cases and ensure timely follow-up.
8.Escalate sensitive or urgent cases to supervisors immediately and ensure that complainants receive timely and appropriate feedback on actions taken, where applicable.
9.Handle sensitive information with strict confidentiality, ensure a survivor-centered approach, identify, manage, and appropriately refer Protection, PSEA (Protection from Sexual Exploitation and Abuse), fraud, corruption, and misconduct-related complaints in accordance with established protocols.
QUALIFICATIONS AND EXPERIENCE
Education: Completion of secondary school education.
Experience
• Has experience analyzing program output and outcome data.
• General knowledge of monitoring and evaluation systems and standards.
Language: Fluency (level C) in Oral and Written English
WFP LEADERSHIP FRAMEWORK
WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.
REASONABLE ACCOMMODATION
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
- All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.
- We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.
- If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.
- At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.
- Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.
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.