DEADLINE FOR APPLICATIONS
\n2 April 2026-23:59-GMT+03:00 East Africa Time (Dar es Salaam)
\nWFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and\/or expression, sexual orientation, religion or belief, HIV status or disability.
\nABOUT WFP
\nThe World Food Programme is the world\u2019s 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.
\nAt 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\u2019s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
\nTo learn more about WFP, visit our website: https:\/\/www.wfp.org\u00a0and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.
\nWHY JOIN WFP?<\/p>\n
WFP is a 2020 Nobel Peace Prize Laureate.
\nWFP offers a highly inclusive, diverse, and multicultural working environment.
\nWFP 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.
\nA 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.
\nWe offer an attractive compensation package (please refer to the\u00a0Terms and Conditions\u00a0section of this vacancy announcement).<\/p>\n
JOB TITLE:\u00a0Monitoring Assistant- Helpdesk Support
\nTYPE OF CONTRACT: Service Contract (SC)
\nUNIT\/DIVISION: Research Assessment Monitoring Unit \u2013 WFP Tanzania, RBJ
\nDUTY STATION (City, Country): Kasulu
\nDURATION: 8 months<\/p>\n
ABOUT WFP
\nThe United Nations World Food Programme is the world\u2019s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetime. 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.\u00a0 WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV\/AIDS status.
\nBACKGROUND
\nThe WFP Community Feedback Mechanism is designed primarily to operationalise WFP\u2019s Accountability to Affected Populations(AAP), and more broadly to support the overall operations in its attempt to be more transparent and accountable to all stakeholders, including affected populations, partners, governmental and non-governmental entities, and donors. In order to ensure effective complementarity between the WFP CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes. WFP\u2019s CFM is one channel through which WFP communicates with stakeholders, and is a mechanism through which individuals or groups can raise questions, share feedback or flag a complaint. WFP stakeholders include: affected populations, WFP, cooperating partners, third party monitors, government representatives and service providers (for e.g. contracted transporters). To ensure effectiveness, WFP\u2019s CFM is established in line with WFP corporate guidance on functional CFMs and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption and quality issues. Please note, in WFP feedback is an overarching term to include a community or feedback provided by an individual or a group of people. Feedback can be formal (captured through specific mechanisms, processes) or informal (captured in an ad-hoc manner). All feedback requires the feedback loop to be closed. This can only be achieved once the individual or group of people who submitted the feedback has expressed satisfaction with the action. A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, of WFP or a partner organisation, or their employees. It is a criticism that expects a reply and would like things to be changed. In the context of this policy, a complaint is an external grievance made against WFP or a partner or any of its employees where the organisation has allegedly made mistakes, acted wrongfully, breached the codes to which WFP subscribes or failed to meet a commitment. Feedback relates to an expression of concern, a statement of thanks or appreciation, or a sharing of a question or suggestion.
\nPURPOSE:
\nWFP seeks a Monitoring Assistant-Helpdesk Support to be a community-facing communication focal point that receives, logs and refers feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). The Monitoring Assistant-Helpdesk Support<\/p>\n
Will receive the appropriate training to conduct their work in a professional manner, including training to register cases on WFP\u2019s corporate system for feedback management (SugarCRM or CO solution for feedback management).
\nIs expected to carry out their work in accordance with the UN\u2019s three core principles of integrity, professionalism and respect for diversity. Will sign and adhere to a code of conduct and an oath of confidentiality.
\nWill attend and apply relevant trainings.
\nThe Monitoring Assistant-Helpdesk Support reports to the Monitoring Associate.<\/p>\n
ACCOUNTABILITIES\/RESPONSIBILITIES:
\nUnder the overall guidance and supervision of the CFM Team Leader and to support the implementation of a functional CFM, the Monitoring Assistant-Helpdesk Support is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.
\nGeneral responsibilities: <\/p>\n
Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes.
\nHelp ensure efficient and effective coordination of AAP by collecting and circulating within WFP and the humanitarian architecture information the urgent needs and priorities of affected populations.
\nPossess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
\nLiaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
\nDemonstrate an ability to learn quickly, follow procedures, and act professionally at all times \u2013 especially under times of stress.
\nSupport an environment of transparency and accountability by:<\/p>\n
Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and,
\nReferring feedback to humanitarian actors to ensure feedback loop closure<\/p>\n
Specific Responsibilities:<\/p>\n
Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per the consent provided by the CFM User and in line with SOPs.
\nConduct surveys, if requested.
\nRefer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
\nApply training and performance management guidance. Provide support to peers as required.
\nApply WFP\u2019s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
\nMaintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
\nPro-actively identify and report to the CFM Team Leader areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM Users.
\nSupport visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors \u2013 this may involve field visits and\/or representation at meetings, among other activities.
\nDisseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required.
\nContribute to the CFM progress and performance reporting by providing inputs.
\nPro-actively seek guidance from the CFM Team Leader as required.
\nPerform other duties as required.<\/p>\n
DELIVERABLES AT THE END OF THE CONTRACT: <\/p>\n
First case resolution rate, feedback loop closure rate and performance rating as per the SOP.
\n100% of sensitive cases and allegations of SEA and fraud referral accurately and timely, as per the SOP.
\n100% adherence to the PDPP.
\n100% trainings completed.
\nZero breach of code of conduct.
\nStrengthened and streamlined CFM processes as part of the overall objective to strengthen accountability to affected populations.
\nSolid knowledge of WFP and relevant partner activities, procedures and processes.<\/p>\n
Desired Experience: <\/p>\n
Applied knowledge and skills of client services management focused on addressing clients\/customers issues\/problems.
\nApplied knowledge of CRM, multi-tasking in at least\u00a0three languages\u00a0interchangeably
\nApplied knowledge of the humanitarian, development and\/or peace building architecture.<\/p>\n
_______________________________________________________________________________________
\nQUALIFICATIONS & EXPERIENCE REQUIRED:
\nEducation : Completion of secondary school education.\u00a0 A post-secondary certificate in the related functional area will be an advantage.
\nExperience:
\nMinimum of 2 years\u2019 experience in client\/customer services functions including previous experience with an international organisation. Work experience with a UN or other International Organization\u2019s call centre or CFM would be an asset.
\nKnowledge & Skills:
\nExcellent customer care and communication skills, uses tact and courtesy to give and receive information to a wide range of individuals, ability to identify data discrepancies and rectify problems requiring attention, the ability to follow instructions. Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills, ability to work under pressure and multi-task in a professional manner while meeting targets in a high pressure environment. Excellent time management under minimal supervision and language skills.
\nLanguages:
\nOral and written working knowledge of English, Swahili and Kirundi. French is an asset.
\nFemale applicants and qualified applicants are especially encouraged to apply to this position.
\nWFP LEADERSHIP FRAMEWORK
\n\u00a0
\nWFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.
\nClick here to access WFP Leadership Framework
\n\u00a0
\nREASONABLE ACCOMMODATION
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\nWFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact:\u00a0 undefined
\nNO FEE DISCLAIMER
\n\u00a0
\nThe 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.
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\nREMINDERS BEFORE YOU SUBMIT YOUR APPLICATION<\/p>\n
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.
\nWe 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.
\nIf you experience technical issues while submitting your application, you may contact us at\u00a0[email\u00a0protected]. Please note that this email is\u00a0only\u00a0for technical issues with an application \u2013\u00a0unsolicited applications or documents sent to this inbox will not receive a reply.
\nAt 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.
\nOnly shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.<\/p>\n
All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.
\nNo 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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