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International Consultant: Community Feedback Mechanism (CFM) Jerusalem, 11 months (832104)

World Food Programme

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Community Feedback Mechanism (CFM) Manager / Jerusalem

Consultant CST LEVEL 2

11 Months

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

Background- WFP Palestine Country Office

The World Food Programme (WFP) has been in Palestine since 1991, providing food assistance to the most vulnerable non-refugee populations. WFP focuses its activities on areas with a high prevalence of food insecurity, including the Gaza Strip, where WFP has been expanding the use of cash assistance to support an ailing economy and increase the impact on the food security of the people it serves.

In Palestine, ongoing protracted conflict, economic stagnation, restricted trade and access to resources, coupled with high unemployment and poverty rates, continue to pose serious challenges to the achievement of Sustainable Development Goal 2 on Zero Hunger, food security and improved nutrition. 

According to the latest Multi-Sectorial Needs Assessment of the State of Palestine 2022, one-third of the Palestinian population, 1.84 million people, suffer from food insecurity, of which, 1.1 million are severely food insecure; most of them (90 percent) live in Gaza. WFP’s humanitarian assistance has prevented the food security situation from deteriorating further. Food insecurity is high among women – 32 percent of families headed by women are food insecure – and particularly in the Gaza Strip, where it peaks at 54 percent.

Long Description

The humanitarian conditions in Gaza – where poverty and food insecurity affect 53 percent and more than 50 of the population respectively– continue to deteriorate at an alarming pace following the collapse of all productive sectors, basic social services and infrastructures. Gaza’s socio-economic fabric is faltering due to the cumulative impact of 15 years of sea, land and air blockade and a year-long energy crisis which leaves residents with less than four hours of electricity per day.

Since the onset of the conflict, WFP has focused on providing emergency food assistance on a no-regrets basis in communities as well as in UN designated shelters. In December, WFP reached an estimated 828,000 people inside and outside shelters with food parcels, wheat flour, fortified biscuits, hot meals, and the supplementary nutrition commodity.

Long Description

A Community Feedback Mechanism (CFM) is a two-way communication system that includes human resources, processes, and software. It facilitates the intake, actioning, resolution, and analysis, of feedback received from affected populations.

Grounded in the principles of accountability, transparency, equality, and non-discrimination, a CFM fosters participative approaches to humanitarian response and a rights-based approach to development work.

The CFM aims to empower community members to share information, express concerns and needs, or suggest changes to their experience with WFP or the wider humanitarian system. Its purpose is not only to quickly identify and mitigate risks to both affected populations and the organization but also to adapt programming, enhancing the effectiveness of WFP assistance through meaningful engagement with affected populations. To ensure effective complementarity among WFP’s CFM Mechanism, partner CFMs, and inter-agency AAP mechanisms, initiatives, and processes. The CFM is also equipped to capture and escalate allegations of sexual exploitation and abuse, harassment, fraud, and corruption.

JOB PURPOSE

WFP Palestine CO seeks a CFM Manager to lead the strengthening and management of the CFM to help WFP uphold its accountability commitments. The CFM Manager is primarily responsible for ensuring the day-to-day management of the CFM, including the supervision of CFM staff, the information management system, quality assurance, and case management. The CFM Manager will have the following responsibilities:

  • Ensure the CFM adheres to WFP corporate assurance standards and WFP’s Guide to Personal Data Protection and Privacy. This will include developing and implementing a roadmap to fully meet all assurance standards based on gaps identified, and continuously identifying areas of improvement and optimization.
  • Develop, maintain, and update Frequently Asked Questions (FAQs) and CFM Standard Operating Procedures (SoPs) in consultation with internal and external stakeholders. The CFM SoPs should cover procedures, protocols to share data with external parties, requirements, roles, and responsibilities for information intake, case management, aggregated analysis, and quality assurance.

Key functions

  • Oversee the implementation of the CFM information management and digital solution system that can facilitate more efficient and effective case management. The set of systems should ensure that all feedback data is centrally stored and managed, that the assignment and referral of cases are timely, accurate, and documented as well as loop closure.
  • Proactively engage with other UN agencies, (I)NGOs, clusters, and other trustworthy actors to establish two-way referral pathways (from/to WFP). The overarching objective is to complement the assistance provided by different actors on the ground while facilitating processes and minimizing fatigue and frustration to affected people required to contact multiple agencies and organizations to receive support. This involves drafting the necessary legal agreement and procedures in compliance with corporate requirements on data protection.
  • Ensure that the CFM case management process and relevant documentation adhere to a high standard of quality. This involved regular quality checks at different to make sure accurate and appropriate information and services were provided to affected people as per CFM SoPs and global standards.
  • Ensure that allegations of misconduct, such as sexual exploitation and abuse (SEA) and fraud, corruption, and theft, coming through CFM channels are reported in alignment with corporate policies and procedures.

Short Description

  • Support visibility and sensitization efforts to raise awareness of the CFM among affected populations and community structures. This may involve field visits and/or representation at meetings, among other activities.
  • Produce and disseminate accurate information and data on trends, needs, and priorities of affected people and lead the CO discussion on trends and issues coming from CFM.
  • Work in close coordination with Monitoring and Evaluation (M&E), and other relevant teams, to triangulate findings and information from other sources, produce joint recommendations, and facilitate discussions with Senior Management for programmatic adaptation.

Short Description

  • Design a capacity-building strategy for new and old staff, including cooperating partners and contracted services, to maintain and advance core skills (active listening, stress management, assignment of case category) and to ensure compliance with SOPs, WFP’s Guide to Personal Data Protection and Privacy (PDPP) and WFP's Prevention of Sexual Exploitation and Abuse (PSEA) procedures and other corporate Ethics standards.
  • Ensure the appropriate staffing structure to ensure that the CFM in Palestine CO meets CFM global assurance standards. If required, advocate for more resources (human, operational) to ensure the CFM maintains functionality and effectiveness. Ensure CFM employees act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality.

Short Description

  • Ensure the CFM feeds into the CO’s Community Engagement (CE) action plan and the wider country-level strategy for Accountability to Affected Populations (AAP).
  • Build an understanding of the value of AAP across all levels within WFP and before externals and position the added value of CFM by demonstrating how it contributes to people-centered programme improvement and participation of affected populations in decision-making. Liaise with the IT focal point for troubleshooting any issue related to the technology supporting feedback management. Always maintain a professional standard, especially during difficult or stressful interactions with CFM users and colleagues.
  • Perform other duties as required.

The CFM Manager will receive and apply the necessary training to conduct their work professionally, per the UN’s three core principles of integrity, professionalism, respect for diversity, and compliance with WFP’s code of conduct and confidentiality oath.

The following knowledge and skills are required:

  • Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to give clear instructions.
  • Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
  • Excellent team management and performance management skills.
  • Attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
  • Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.

STANDARD MINIMUM QUALIFICATIONS

Education: Advanced University degree in International Affairs, Economics, Social Sciences, information management, statistics, or other relevant fields, or First University Degree with additional years of related work experience and/or training/courses. 

Experience: 5-10 years of solid and relevant experience. This includes but is not limited to work experience in setting up and managing CFM, Protection in humanitarian settings, client/customer services, information management and inter-agency coordination.

Work experience with a UN agency or international organization, or applied knowledge of humanitarian, development, and/or peacebuilding would be an asset.

Languages: Proficiency in both spoken and written English is required, with Arabic language skills considered a valuable advantage. 

Knowledge & Skills

  • Desired Experience for Entry into the Role
  • Experience in analyzing operational context and trends (including end to end service provision operations)
  • Strong capacity in establishing and sustaining relationships with diverse stakeholders.
  • Strong analytical, writing and communication skills.
  • Knowledge of UN system policies and functions pertaining to promotion of gender, protection, accountability and inclusion risk mitigation and good practice.
  • Capacity and experience to work an UN interagency context.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

  • Understand and communicate the Strategic Objectives: Utilizes understanding of WFP’s Strategic Objectives to communicate linkages to team objectives and work.
  • Be a force for positive change: Proactively identifies and develops new methods or improvements for self and immediate team to address work challenges within own work area.
  • Make the mission inspiring to our team: Identifies opportunities to further align individual contributions with WFP’s mission of making an impact on local communities.
  • Make our mission visible in everyday actions: Helps colleagues to see the link between their individual tasks and the contributions of their unit’s goals to the broader context of WFP’s mission.

People

  • Look for ways to strengthen people's skills: Is able to identify, support and encourage focused on-the-job learning opportunities to address gaps between current skillsets and needed future skillsets for WFP.
  • Create an inclusive culture: Recognizes the contributions of teammates, and encourages contributions from culturally different team mates to recognise the value of diversity above and beyond just including it in programming for beneficiaries.
  • Be a coach & provide constructive feedback: Provides and solicits ongoing constructive feedback on strengths and development opportunities to help develop individual skills, whilst also helping others identify areas for improvement.
  • Create an “I will”/”We will” spirit: Sets clear targets for self and others to focus team efforts in ambiguous situations (e.g., unprecedented issues and/or scenarios).

Performance

  • Encourage innovation & creative solutions: Thinks beyond team’s conventional approaches to formulate creative methods for delivering food aid and assistance to beneficiaries.
  • Focus on getting results: Maintains focus on achieving individual results in the face of obstacles such as volatile or fragile environments and/or organizational roadblocks.
  • Make commitments and make good on commitments: Takes personal accountability for upholding and delivering upon team’s commitments and provides assurance to stakeholders.
  • Be Decisive: Demonstrates ability to adjust to team’s plans and priorities to optimize outcomes in light of evolving directives, while also responding quickly in high-pressure environments, such as in emergency settings.

Partnership

  • Connect and share across WFP units: Demonstrates an understanding of when and how to tactfully engage other units in conversations on impact, timing, or planning.
  • Build strong external partnerships: Networks regularly with key external partners using formal and informal opportunities to understand each partner’s unique value proposition, and to build and strengthen relationships.
  • Be politically agile & adaptable: Demonstrates ability to adapt engagement approach in the context of evolving partner circumstances and expectations.
  • Be clear about the value WFP brings to partnerships: Demonstrates ability to articulate to internal and external audiences the value that individual contributions and immediate teams bring to partnerships.

DEADLINE FOR APPLICATIONS

By CoB of 1 April 2024 

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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.

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Confirmed 13 hours ago. Posted 8 days ago.

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