Job Title: Programme Assistant (Hotline Operator – Tigrign and Afar Speaker)
Contract Type: Service Contract Level 5
NO. of position: One
Duty Station: Addis Ababa
Job Description
ABOUT WFP
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.
ORGANIZATIONAL CONTEXT
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.
JOB PURPOSE
To manage WFP’s call center operation, mainly: receive cases through the hotline (voice call and text), record in the SUGAR CRM (Compliant Feedback Mechanism) database system, and escalate for purposes of resolution
KEY ACCOUNTABILITIES (not all-inclusive)
The hotline operator within the remit of the Complaint Feedback Team shall perform the following duties:
▪ Answer, record, respond to, escalate and manage incoming calls and text messages from beneficiaries and other stakeholders
▪ Clearly 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, enquiries and feedbacks 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 which 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 follow up on complaints in consultation with complaints and feedback team. Follow up with the response of feedback and complaints and facilitate timely closure.
▪ Provide information to beneficiaries in response to enquiries regarding WFP programme and services.
▪ Provide regular updates, information summaries and periodic reports to Complaints and Feedback Team (CFT) and MEAL team leader, Head of program (HOP), Deputy head of program (DHOP).
▪ Compile and escalate sensitive complaints like harassment, SEA, abuse, exploitation and categorize 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 effectiveness of the hotline.
▪ Contribute to the development of standardized key messages, necessary to facilitate first-case-resolution for common queries in all 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 programmes and service delivery as well as needs of beneficiaries and target group/priority beneficiaries.
▪ Contribute to the roll out 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.
Expected Results:
▪ All complaints and feedback received through the hotline are captured, recorded and tracked through the Sugar CRM database system
▪ Cases are escalated to the respective CFM focal points and regular follow up is made to track timely resolution
▪ Regular updates are presented to the complaints feedback team and in the programme meeting.
▪ Identified information discrepancies are brought to the attention of the CFM Coordinator and/or the CFT, Head of the Programme Unit.
▪ Confidentiality is upheld in case handling and throughout the CFM processes.
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.
STANDARD MINIMUM QUALIFICATIONS
Education: Completion of secondary school education or post-secondary certificate in the related functional area and/or a diploma or a university degree in economics, business administration, social sciences, development studies or management.
Experience: At least Four years of Programme related experience. Community engagement experience is an added advantage.
Desirables: Skills and competencies: Written and oral communication, computer literacy, and previous experience with database systems, relationship building and teamwork.
Language: Fluency in oral and written communication in English, Tigrigna, and Afar languages.
DEADLINE FOR APPLICATIONS
05 February 2023 (Open to Ethiopian National Only)
This position is open to all qualified candidates. Female applicants and people with disability are especially encouraged to apply.