• Position: Programme Assistant (Hotline Operator - Oromifa Speaker) SC5

• Job Time: Full-Time

• Job Type: Contract

• Place of Work: Addis Ababa, Addis Abeba - Ethiopia

• Deadline: October, 31/2024

ABOUT WFP:

The World Food Programme (WFP) is the United Nations' frontline agency in the fight against hunger. WFP is continually responding to emergencies. We save lives by getting food to the hungry fast. 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 the resilience of Ethiopia's most vulnerable population and to chart a more prosperous and sustainable future for the next generation. The Country Office also supports programs that use food assistance to empower women, transform areas affected by climate change, and keep children in school.

ORGANIZATIONAL CONTEXT:

This position is based in Addis Ababa WFP Ethiopia Country Office and will report to the Programme Associate, Complaint and Feedback Mechanisms.

At this level, job holders are responsible for completing a range of specialized and standardized processes and activities requiring some interpretation of standard guidelines and practices. Job holders can recommend a course of action to staff at various levels and may allocate tasks to other support staff. They work under minimum supervision, perform basic analyses, and compile reports to support information consistency and smooth implementation of programs/projects.

JOB PURPOSE:

The Hotline Operator is meant to address all the calls that are received through the existing WFP hotline that beneficiaries can reach out to request assistance, and information or file a complaint. The Hotline operator is responsible for recording all cases in the SugarCRM database and escalating them to the assigned case handlers for purposes of resolution. The Hotline Operator will also be proactive in analyzing the calls received and making sure relevant programmatic-related issues are flagged to supervisors and colleagues.

Duties & Responsibilities

The Programme Assistant - Hotline operator under the direct supervision of the Community Feedback and Response Associate and overall coordination of the AAP Officer and Head of the Cross-Cutting team shall perform the following duties:

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

• 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.

• Record the incoming complaints, inquiries, and feedback, into 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 that 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 allow up on complaints in consultation with the complaints and feedback team. Follow up with the response to feedback and complaints and facilitate timely closure.

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

• Provide regular updates, information summaries, and periodic reports to the Complaints and Feedback Team (CFT), Head of the Cross-Cutting team Head of Program (HOP), and Deputy head of the 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 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 programs 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.

Job Requirements

• Education: Completion of a University Degree in Economics, Business Administration, Social Sciences, Developmental Studies, Management, or any other related field.

• Experience: At least 5 years of program-related experience in program and project implementation, focusing on case management or customer relations management services.

• Language: Fluency in both oral and written communication in English and Oromifa is mandatory and Somali speaking is desirable.

EXPECTED RESULTS:

•  Accurate and well-organized records/data generated and maintained in the CFM database.

•  Command of the CFM processes and close collaboration with the CFRM Associate.

• Identified information discrepancies with the CFRM Associate and Head of the Unit.

• Confidentiality is respected and maintained throughout the entire CFRM process.

CRITICAL SUCCESS FACTORS:

Able to identify critical information based on severity and prioritize responses in terms of time and significance; ability to convey courtesy, tact, and empathy from different cultural backgrounds. The individual should be able to contribute to preparing and compiling reports by producing basic charts, tables, and other analytical data presentations.

How to Apply

Interested and qualified applicants can apply using THIS LINK