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Programme Assistant (Hotline Operator)

World Food Programme

Addis Ababa, Ethiopia
Humanitaire (ONG, Associations, ...), Projet/programme de développement
Opportunités de carrière : Programme Assistant (Hotline Operator), Service Contract Level 5, Addis Ababa (142499)

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.

The World Food Programme (WFP) is United Nations frontline agency in the fight against hunger; WFP continually responds to emergencies. 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 programmes 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. 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.

This position is in Addis Ababa WFP Ethiopia Country Office. The jobholder 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. 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.

To perform specialized, standardized policy and programme-related processes and activities to support the effective delivery of assistance packages.

KEY ACCOUNTABILITIES (not all-inclusive)
The hotline operator within the remit of the Complaint Feedback Team shall perform the following duties:

 • Collect and effectively register complaints and feedback from WFP beneficiaries to address the affected population's grievances.
 • Register the incoming complaints and feedback into the computerized database (SUGAR); archive feedback; analyze, screen, categorize, and consolidate information about complaints and subsequent actions; complete follow-up required and follow through with the response of feedback and complaint timely closure.
 • Produce regular updates to the cross-cutting team and M&E focal point.
 • Effectively interact with beneficiaries to provide information in response to enquiries regarding WFP programmes and services.
 • Assign all issues which require investigation by respective field monitor assistants or unit focal staff after the screening process and consultation with CFT and M&E.
 • Close issues once feedback is received from all the communication channels and call beneficiaries to establish satisfaction or dissatisfaction in how WFP handled their case
 • Convey empathy for the beneficiaries' situation while also maintaining impartiality, transparency and accountability.
 • Accurately translate a complaint from the original or local language into written English.
 • Effectively manage and respond to complaints from beneficiaries, especially where feedback is negative; ability to respond to feedback wisely representing the best interests of WFP and the beneficiary.
 • Develop, update and maintain standard answers for common beneficiary queries in coordination with other units.
 Adhere to the principle of confidentiality that governs the CFM process from beginning to end, including related information.
 • In conjunction with the cross-cutting team, develops innovative approaches for accumulating feedback from beneficiaries utilizing various media to improve the coverage of feedback received.
 • Support scale-up of the CFM at new Sub-office's and conduct field visits to help desks' setup.
 • Perform any other duties as required by the head of the unit.

 • Facilitated communication with technical teams (i.e. nutrition, VAM, etc.).
 • Contributed to the implementation of programmes.
 • Observed or assisted with policy discussions.
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 CFM Coordinator & CFT. Identified information discrepancies brought to the CFM coordinator's attention and the CFT, Head of the Programme Unit.

Confidentiality is respected and maintained throughout the entire CFM process.

Critical Success Factor : 

Ability to identify significant information/complaints based on severity and prioritize responses in terms of time and significance; 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.

Education :  A university degree in economics, international affairs, business administration, social sciences, development, and related field.

Experience : At least five years of progressive experience in programme and project implementation, including at least two years in monitoring. Experience in evaluation/nutrition would be an added value.

Desirables : Exposure to project management and risk assessment.

Language : Fluency in both oral and written communication in English. Fluency in Oromia is a requirement but the ability to speak Oromia and Somali is an additional advantage. 

 • Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
 • Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
 • Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
 • Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

 • Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
 • Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
 • Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
 • Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

 • Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
 • Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
 • Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
 • Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

 • Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
 • Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
 • Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
 • Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
Capability Name Description of the behaviour expected for the proficiency level
Programme Lifecycle & Food Assistance Can facilitate implementation of food assistance programmes under guidance using basic understanding of principles and good practices of programme design, implementation and monitoring.
Transfer Modalities (Food, Cash, Vouchers) Demonstrates ability to facilitate, under guidance, food assistance programme implementation that deploys full range of transfer modalities with an understanding of basic principles guiding modality selection and implementation.
Knowledge of Specialized Areas Understands basic technical concepts and data andtheir relevance to food assistance programmes.
Emergency Programming Displays capacity to provide inputs into the development, implementation and realignment of high quality emergency programmes.
Strategic Policy Engagement w/Govt Understands and applies basic principles of engagement with government counterparts at the national or local level.

15 June 2021

Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

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.

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