Programme Policy Officer (CFM Specialist) SC-8

Всесвітня продовольча програма (ВПП ООН) - це гуманітарна організація ООН, яка надає продовольчу допомогу у вигляді грошової допомоги, сертифікатів або продуктів харчування громадам, що постраждали від війни. У своїй діяльності ВПП керується гуманітарними принципами нейтралітету, неупередженості, гуманності та незалежності. Спираючись на пристрасть, відданість та професіоналізм наших 24 000 співробітників по всьому світу, Всесвітня продовольча програма (ВПП) працює в понад 123 країнах і територіях, щоб доставляти життєво необхідну їжу людям, які залишилися переміщеними внаслідок конфлікту та знедоленими внаслідок катастроф. Крім того, ВПП допомагає окремим особам і громадам знайти кардинальні рішення для багатьох проблем, з якими вони стикаються, будуючи краще майбутнє. 

To be considered, you are invited to apply via WFP’s recruitment portal

WFP 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. 

•  Vacancy Announcement n°: JR109104
•  Job Title: Programme Policy Officer SC8 (CFM Specialist)
• Type of Contract: Service Contract, SC8
•  Unit / Division: Programme / WFP Ukraine
•  Duty Station: Kyiv
•  Duration: 12 months (renewable)
•  Closing date: 26 January 2025, midnight (Central European Time)

ABOUT WFP

The World Food Programme is the world’s 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.

At 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's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

Why work with us?

The war in Ukraine has had drastic consequences, both for people inside the country and for those around the world dependent on its huge grain supplies. It is inflicting untold suffering on civilians, displace families, and disrupt supply chains and food production. It has caused one of the fastest forced population movements since the Second World War. Close to 6 million Ukrainians are still living as refugees across Europe, and almost 5.1 million are internally displaced. Many have lost their homes and livelihoods. As food production and supply lines are disrupted by fighting, many families in the east and south do not have reliable access to nutritious food.

WFP uses a flexible mix of food and cash assistance to support communities affected by the war wherever they are. This includes working with local partners to distribute food rations in areas near the frontline and providing cash transfers wherever people have access to banks and markets to buy food. Since March 2022, WFP has distributed food and cash assistance equivalent to 2.4 billion meals to families displaced and affected by the war, partnering directly with local responders.

• WFP is a 2020 Nobel Peace Prize Laureate.
•  WFP offers a highly inclusive, diverse and multicultural working environment.
•  WFP invests in the personal & professional development of its employees through a range of trainings, accreditation, coaching, mentorship and other programs as well as through internal mobility opportunities.
•  A career path in WFP provides an exciting opportunity to work across 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.

At WFP Ukraine, we offer a wide range of benefits and entitlements for Service Contract holders. Some of them are:

•  Competitive salaries per job level
•  Pension contribution added to net salary
•  Medical insurance with the possibility to enroll eligible dependents
•  Applicable danger pay (revised on quarterly basis)
•  Annual leave — 30 days per year
•  18 weeks of parental leave for birth mothers and 4 weeks of parental leave for non-birth parent
•  1 day per week remote working option within the duty station (subject to conditions)
•  Accessible premises & reasonable accommodation
•  Learning & development opportunities

How can you make a difference?

The CFM Manager will oversee all aspects of the CFM. This includes managing the collection, investigation, resolution, and communication of feedback and complaints through multiple channels. The role is essential in ensuring that the voices of affected populations are heard and that their concerns are addressed in a timely, respectful, and transparent manner.

In addition to addressing individual cases, the CFM Manager will focus on driving systemic improvements to enhance the overall experience of the people we serve. This involves analyzing feedback trends, identifying recurring issues, and implementing proactive measures to prevent future challenges. The role requires close collaboration with field offices, cooperating partners, and technical teams to optimize workflows and ensure a recipient-centered approach in all aspects of WFP’s operations.

Accountabilities

Operational Oversight

• Manage the end-to-end Complaints and Feedback Mechanism (CFM), ensuring timely and effective handling of recipient complaints and inquiries through multiple feedback channels, including hotlines, helpdesks, and community feedback sessions, ensuring alignment with Accountability to Affected Populations (AAP) principles and integrating CFM into broader program delivery.
• Act as the primary liaison between cooperating partners, the Programme team, hotline teams, field offices, and other stakeholders to ensure cohesive operations, seamless communication, and accurate sharing of relevant information.

Complaint Resolution

• Oversee the investigation and resolution of complaints, ensuring accuracy, confidentiality, and responsiveness while keeping recipients informed of outcomes in a transparent and respectful manner.
• Develop and implement clear, structured processes to address complaints effectively, aligning with WFP’s accountability and people-focused principles.

Process Improvement

• Analyze feedback trends and recurring issues to identify systemic bottlenecks, design people-centric solutions, and implement proactive measures to enhance the end-to-end assistance process.
• Collaborate with operational and technical teams to optimize workflows, improve data flows, and ensure continuous process optimization and alignment with recipient needs.

Capacity Building and Training

• Provide training, guidance, and ad-hoc support to cooperating partners and field staff on CFM-related processes, including data collection, complaint handling, and recipient communication.
• Foster a culture of accountability and service excellence by promoting people-centric practices among all stakeholders.

Stakeholder Engagement

• Promote proactive collaboration with field offices, cooperating partners, hotline teams, and operational units to address challenges, maintain a seamless recipient experience, and implement feedback-driven improvements.
• Engage directly with affected communities to understand their needs, preferences, and concerns, incorporating their input into program design and delivery.
• Engage directly with affected communities to understand their needs, preferences, and concerns, incorporating their input into program design and delivery.

Monitoring and Reporting

• Monitor the effectiveness of the CFM system, tracking key performance indicators (KPIs) and leveraging quantitative and qualitative data to ensure responsiveness and efficiency.
• Prepare detailed reports on trends, challenges, and implemented solutions, sharing actionable recommendations to improve satisfaction and operational efficiency.

Standard Operating Procedures (SOPs) and Optimization

• Periodically review and enhance SOPs to incorporate lessons learned and emerging best practices.
• Identify and implement process improvements to optimize operations, enhancing both efficiency and accountability.

Capacity Building and Knowledge Sharing

• Provide technical training and guidance to WFP staff and cooperating partners.
• Promote the adoption of best practices and foster knowledge sharing to enhance the accuracy and efficiency of operations.

General Support

• Support with any other relevant tasks or duties as required, contributing to the overall success of WFP’s operations and the achievement of objectives.

To join us in saving lives, changing lives, you will have:

Skills

• Excellent problem-solving skills, with the ability to think critically and propose systemic solutions.
• Strong attention to detail and a commitment to data accuracy and confidentiality.
• Proactive and results-oriented, with a focus on recipient satisfaction
• Data management, including Excel skills, and analysis.
• Ability to work in high-pressure environments, meeting strict deadlines, and managing multiple priorities.
• Strong stakeholder coordination and communication skills, with the ability to manage cross-functional relationships.

Education

• Master’s degree in a related field (e.g., Social Sciences, Public Administration, Business Management) or a Bachelor’s degree with equivalent professional experience.

Experience

• At least one year of post-graduate professional experience in customer service, social work, or a related field.

Languages

• Fluency in English and Ukrainian required

Before you apply...

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. 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.

We aim to achieve parity and inclusion in our teams in Ukraine. WFP encourages female candidates and people with disabilities to apply.

WFP is committed to an accessible, inclusive recruitment process. Please contact us at Отправить резюме to advise us of any disability related reasonable accommodation or accessibility requests you may have. A member of the reasonable accommodation team will contact you to confidentially discuss your needs.

No 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.

How do you apply

To be considered, you are invited to apply via WFP’s recruitment portal.

CV and cover letter must be submitted in English language.

Only those who are short-listed candidates will be contacted for the next steps of our recruitment process.

We also encourage you to create your candidate profile and set up WFP job alerts to learn more about all the opportunities available to join us and make a difference in the lives of the people we serve.