KEY ACCOUNTABILITIES: (not all-inclusive, nor exhaustive):

• Receive calls and logging in beneficiaries’ complaints, questions, concerns and feedback through the WFP hotline. Manage the Call Centre and its daily operation to oversees the day-to-day activities of the Community Feedback Mechanism (CFM).
• Ensures correct and consistent recording of information in the MoDA platform in a timely manner and the application of Standard Operating Procedures (SOPs) for the CFM implementation
• Manage the escalation system both from CFM and process monitoring. Follow up on cases and ensure resolution actions are taken and tracks progress of feedback management system through dashboard and provides regular updates to the M&E Team.
• Participates in the formulation of statistics and regular updates from the Community Feedback Mechanism (CFM);
• Conduct remote monitoring calls to WFP programmes across all Sierra Leone and manage the remote monitoring
• Ensure community feedback mechanisms are well understood by internal and external stakeholders

QUALIFICATIONS AND EXPERIENCE:

Education: Completion of secondary school education

Experience:

• Has experience analyzing program output and outcome data.

General knowledge of WFP monitoring and evaluation systems and standards.

Language: Fluency in English both oral and written.

• Position open to Sierra Leone Nationals only

  Only shortlisted candidates will be contacted.

  WFP offers a competitive compensation package which will be determined by the contract type and selected candidate’s qualifications and experience.

  Please visit the following websites for detailed information on working with WFP.

  http://www.wfp.org  Click on: “Our work” and “Countries” to learn more about WFP’s operations.