BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

WFP Somalia upholds its commitment to accountability to people we serve and transparency through the Community Feedback

Mechanism (CFM), with the Call Centre serving as one of the key communication channels connecting beneficiaries to WFP operations.

WFP Somalia has a safe, accessible, and responsive community feedback and response mechanism in place to allow affected

communities to raise concerns, grievances, seek information, request for assistance and provide feedback. The CFM operates at the

local level, with a 360-degree monitoring and reporting process in place. A dedicated call centre is in place to enable safe and

confidential reporting of incidents and enables registration of complaints through a dedicated hotline, email and cases from field

monitoring as well as helpdesk and it is accessible nationwide. To ensure operational business continuity and effectiveness of the Call

Centre, the Planning, Monitoring, Learning and Evaluation (PMLE) unit is looking for qualified individuals who can deliver timely,

accurate, and respectful support services to beneficiaries through WFP’s Community Feedback Mechanism.

KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority)

Under the direct operational supervision of the Call Centre Team Leader and Programme Policy Officer, the incumbent will be

responsible for the following duties:

• Carry out telephone operator duties for the community feedback mechanism including but not limited to, receiving calls, logging

in and managing logged complaints and responses in the case management software.

• Collect data through the helpline to record on the corporate platforms with integrity and confidentiality.

• Ensure the quality and integrity of CRM data to support accurate and timely information in WFP corporate systems.

• Act as a focal point between different WFP Somalia offices/functional units and the people we serve (beneficiaries).

• Provide beneficiaries with information and guidance on different inquiries such as entitlements and programmes implementation

• Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different

communication channels

• Implement remote monitoring in inaccessible areas on the implementation of WFP programme activities when needed in

accordance with the WFP Somalia Call center SOP.

• Follow-up on cases resolution and ensure prompt closure

• Perform other duties as required.

QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIRED

Education: Secondary school education, preferably supplemented by courses in humanitarian work, development economics,

customer relationship or other field related to WFP programmatic activities.

Experience: At least four (4) years of relevant experience with a Secondary School Certificate, OR University Degree

(Diploma/Bachelor’s) with a minimum of two (2) or more years of experience in business support, of which at least two years must

be in Programme implementation related to development, customer relations, or food and humanitarian assistance operations.

Language: Fluent knowledge (proficiency/level C) of English and Somali language

Knowledge and Skills Required:

• Proficient in the use of office equipment and computer software packages, such as Microsoft Word, Outlook, and Excel.

• Proven proficiency in using qualitative and quantitative data analysis software and database management experience would be

an added advantage.

• Knowledge of work routines and methods to complete processes under minimal supervision.

• Uses tact and courtesy to give and receive information from a wide range of individuals.

• Ability to identify data discrepancies and rectify problems requiring attention.

How to apply

This position is open to qualified Somali national candidates only. Female candidates are highly encouraged to apply. WFP

Somalia offers female friendly spaces in the workplace.

Interested and qualified candidates are requested to submit online applications through Workday using the

link below:

• External Applicants: Click Here

• Internal Applicants: Click Here

Applications that do not meet the above requirements will be disregarded. Only shortlisted candidates

will be contacted.

WFP seeks applicants of the highest integrity and professionalism who share our humanitarian

principles. WFP is an equal opportunity employer, and we are committed to promoting diversity and

gender balance.

Selection of candidates is made on a competitive basis.

WFP does not charge any application fees to candidates.