Programme Policy Officer SC8 (CFM Specialist)

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.