Supports WFP’s community feedback mechanism by receiving, documenting, referring and resolving feedback from affected populations while promoting accountability, information access and data protection in Kasulu, Kigoma Region.
Responsibilities
- Provide accessible and timely information to communities and support their participation in decision-making processes.
- Receive, log, refer and close information requests, complaints and feedback in the CRM tool according to consent requirements and standard operating procedures.
- Conduct surveys when requested.
- Refer sensitive cases, including allegations of sexual exploitation and abuse and fraud, to the appropriate focal points in a timely manner.
- Support accountability to affected populations through community feedback collection and documentation.
- Apply data protection and privacy guidance throughout the feedback management process and report any breaches.
- Maintain professional, neutral, patient and confidential communication with feedback mechanism users and colleagues.
- Liaise with the IT focal point to troubleshoot technology issues related to feedback management.
- Identify and report opportunities to improve feedback management processes, information quality, CRM functionality and procedures.
- Support awareness and visibility activities for the community feedback mechanism, including field visits and meetings.
- Disseminate information on WFP programme implementation and assistance entitlements through appropriate communication channels.
- Contribute inputs to community feedback mechanism progress and performance reports.
- Support peers, complete relevant training and seek guidance from the Community Feedback Team Leader.
- Perform other duties as required.
Requirements
- Technical/vocational diploma in community engagement, communication, feedback and complaints management, data management or a related field.
- Applied knowledge of customer or client services management.
- Applied knowledge of CRM systems and ability to multitask across multiple platforms.
- Knowledge of humanitarian, development or peacebuilding structures and operations.
- Excellent customer care, communication, tact and courtesy when dealing with diverse individuals.
- Ability to identify data discrepancies and rectify problems.
- Strong attention to detail, problem-solving and IT skills.
- Ability to work under pressure, meet targets and manage time effectively with minimal supervision.
- Working knowledge of English and desirable fluency in Swahili and Kirundi.
- Ability to work collaboratively, build partnerships, adapt to change and manage ambiguity.
- Commitment to care, respect, integrity, trust, accountability, sustainability and ethical conduct.
