World Food Programme (WFP) Ethiopia Job Vacancy 

Position: Hotline Operator - Afar speaker (Programme Assistant)

Job Time: Full-Time

Job Type: Contract

Place of Work: Addis Ababa, Ethiopia

Application Deadline: May, 03/2023

 TERMS AND CONDITIONS

Job Title: Programme Assistant (Hotline Operator - Afar Speaker)

Contract Type: Service Contract Level 5

No. of position: One 

Duty Station: Addis Ababa

 WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

 Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

 ABOUT WFP

The World Food Programme (WFP) is the United Nations' frontline agency in the fight against hunger; WFP continually responds to emergencies. see more jobs on geezjobs.com We save lives by getting food to the hungry fast. But WFP also works to help prevent hunger in the future. We do this through programs that use food to build assets, spread knowledge and nurture stronger, more dynamic communities. This helps communities become more food secure. On average, WFP aims to bring food assistance to more than 80 million people in 80 countries.

 WFP Ethiopia is working with the Government and humanitarian partners to strengthen Ethiopia's most vulnerable population's resilience and chart a more prosperous and sustainable future for the next generation. see more jobs on geezjobs.com The Country Office also supports programmes that use food assistance to empower women, transform areas affected by climate change and keep children in school. It aims to contribute to Ethiopia's five-year development agenda, the Growth and Transformation Plan (GTP), through which the Government combats food insecurity.

 ORGANIZATIONAL CONTEXT

This position is in Addis Ababa WFP Ethiopia Country Office. The job holder reports to the Senior Program Associate.

At this level, job holders are responsible for completing a range of specialized and standardized processes and activities, including interpreting standard guidelines and practices. see more jobs on geezjobs.com Job holders can recommend a course of action to staff at various levels and allocate tasks to other support staff. They work under minimum supervision, perform primary analyses and compile reports to support information consistency and smooth implementation of programmes/projects.

 JOB PURPOSE

To manage WFP’s call center operation, mainly: receive cases through the hotline (voice call and text), record in the SUGAR CFM (Compliant Feedback Mechanism) database system, and escalate for purposes of resolution

 KEY ACCOUNTABILITIES (not all-inclusive)

• The hotline operator within the remit of the Complaint Feedback Team shall perform the following duties:

•  Answer, record, respond to, escalate and manage incoming calls and text messages from beneficiaries and other stakeholders

• Clearly translate a complaint from the original or local language into written English.

• Categorize, analyze, screen, and consolidate information about complaints and feedback to subsequent actions, see more jobs on geezjobs.com;

• Record the incoming complaints, inquiries and feedback in the customer relations management database system (Sugar CRM).

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

• Assign all issues which require investigation to the respective CFM focal point staff after the screening process in line with the escalation matrix

• Interact with relevant units within WFP Ethiopia to follow up on complaints in consultation with the complaints and feedback team. Follow up with the response to feedback and complaints and facilitate timely closure, see more jobs on geezjobs.com.

• Provide information to beneficiaries in response to inquiries regarding WFP programme and services.

• Provide regular updates, information summaries and periodic reports to the Complaints and Feedback Team (CFT) and MEAL team leader, Head of program (HOP), and Deputy head of program (DHOP).

• Compile and escalate sensitive complaints like harassment, SEA, abuse, and exploitation and categorize them in line with the standard operating procedures

• Facilitate/assist program managers to chair and act as secretariat for the complaints & feedback team, document minutes and other records of the meeting

• Facilitate caller satisfaction surveys to gauge the effectiveness of the hotline.

• Contribute to the development of standardized key messages, necessary to facilitate first-case resolution for common queries in all coordination with all units.

• Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end including related information.

• Keep updated on WFP programmes and service delivery as well as the needs of beneficiaries and target group/priority beneficiaries.

• Contribute to the rollout of the hotline through community sensitization initiatives.

• Strict adherence to WFP procedures/policies and humanitarian principles.

• Take part in the protection advocacy and promotion activities of WFP

• Perform any other duties as required by the supervisor.

Expected Results:

 All complaints and feedback received through the hotline are captured, recorded and tracked through the Sugar CRM database system

Cases are escalated to the respective CFM focal points and regular follow-up is made to track timely resolution

Regular updates are presented to the complaints feedback team and in the programme meeting.

Identified information discrepancies are brought to the attention of the CFM Coordinator and/or the CFT, Head of the Programme Unit.

Confidentiality is upheld in the case of handling and throughout the CFM processes.

Critical Success Factor: 

 Ability to identify significant information/complaints based on severity and prioritize responses in terms of time and significance; see more jobs on geezjobs.com ability to convey courtesy, tact, and empathy to beneficiaries combined with the ability to work effectively as a member of a diverse group of people from different cultural backgrounds. The individual should contribute to the preparation and compilation of reports by producing basic charts, tables, and other analytical presentations of data.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education or post-secondary certificate in the related functional area and/or a diploma or a university degree in economics, business administration, social sciences, development studies or management. 

 Experience: At least five years of Programme related experience. Community engagement experience is an added advantage.

 Desirables: Skills and competencies: Written and oral communication, computer literacy, and previous experience with database systems, relationship building and teamwork.

 Language: Fluency in oral and written communication in English, and Afar languages. 

 This position is open to all qualified candidates. Female applicants and people with disability are especially encouraged to apply.

 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.

How to Apply

Register using THIS LINK