The incumbent will be the primary responsible for ensuring the day-to-day implementation and functionality of the CFM, including the management of CFM employees, the information management system, the quality assurance of the CFM information and case management and meeting all deliverables.

S/he will also serve as focal person in the MEAL team for donor and corporate reporting needs.

ACCOUNTABILITIES/RESPONSIBILITIES:

Manage daily implementation of the Community Feedback Mechanism (CFM)

• Ensure the CFM adheres to WFP corporate requirements for a functioning CFM as outlined in the corporate CFM Standardisation Guidance and to WFP’s Guide to Personal Data Protection and Privacy;
• In consultation with relevant stakeholders and addressing communities’ needs and preferences, develop, maintain and update CFM Standard Operating Procedures. These should address steps, requirements, roles and responsibilities for information intake and analysis, case action and resolution, as well as the information management and quality assurance structure;
• Oversee the implementation of the CFM information management system, which should address the management of all feedback channels, the centralized management of data, the timely and accurate assignation and referral of cases, the receipts of referrals from partner CFM, and loop closure with CFM users;
• Oversee feedback documentation and case management processes and guarantee the quality of the service provided to CFM users through the adherence to Standard Operating Procedures,
• Report allegations of misconduct such as sexual exploitation and abuse (SEA) and fraud, corruption, and theft to responsible focal points, in alignment with corporate policies and procedures;
• Support visibility and sensitization efforts to raise awareness of the CFM among affected population and community structures;
• Produce and disseminate accurate information and data on trends, needs, priorities of affected populations in a timely manner and lead the CO discussion on trends and issues coming from CFM to demonstrate the impact of the CFM;
• Support a technical working group with relevant technical teams to translate CFM findings and trends analysis, in triangulation with other data sources, into joint recommendations and immediate course-correction;
• Contribute to the design of a capacity building strategy for new and old staff, including cooperating partners’ and contracted services’, to maintain and advance core skills;
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.

Ensure high quality reports are generated from the MEAL Unit and maintain prompt delivery timelines:

• Review existing reporting templates for M&E activities and, where needed, contribute to the development of new templates in line with corporate guidelines and country office needs;
• Work closely with relevant units to appropriately and timely respond to donors reporting requirements and package M&E products;
• Support drafting, review and/or finalization of outcome monitoring assessments reports;
• Contribute to the Annual Country Report (ACR) process through provision of relevant and required information and ensuring clear presentation of results generated from MEAL.
• Upon request, prepare briefs arising from various M&E activities and reports, and package them appropriately for South Sudan Country Office Management;

DELIVERABLES AT THE END OF THE CONTRACT:

CFM updates and reports. Outcome monitoring reports. Inputs to proposals Inputs to donor reports. Other relevant analytical products.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

Advanced University degree in Social sciences, Development Economics, Information management, Statistics, Performance Management or other relevant field, or First University degree with additional years of relevant work experience and/or training/courses

Experience:

Minimum of 3 years’ experience for Advanced University Degree and 6 years’ experience for First University degree. Work experience in project monitoring, evaluation and reporting, information management or protection in humanitarian settings are desired. Work experience with a UN agency or international organization, or applied knowledge of CFM would be an asset.

Knowledge & Skills:

The following knowledge and skills are required:

• Excellent communication skills (oral and written)
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector;
• Attention to details and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment;
• Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings;
• Skills and knowledge in utilizing Microsoft packages, including word processing, spreadsheets, Powerpoint.

The following knowledge and skills are desired:

• Skills in graphic design and visualization would be a plus;

Knowledge in management of Sugar CRM (corporate issue escalation system) would be an asset

Functional capabilities

The following knowledge and skills are required:

• Excellent communication skills (oral and written)
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector;
• Attention to details and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment;
• Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings;
• Skills and knowledge in utilizing Microsoft packages, including word processing, spreadsheets, Powerpoint.

The following knowledge and skills are desired:

• Skills in graphic design and visualization would be a plus;
• Knowledge in management of Sugar CRM (corporate issue escalation system) would be an asset.

Communication and use: Demonstrates ability to communicate effectively key evidence from monitoring, reviews and evaluations to a range of stakeholders.

Demonstrates active listening and conflict resolution skills to promote constructive engagement from stakeholders with diverse, complex and high-stake interests and seeks guidance and engagement from CO management where appropriate.

Ethics: Demonstrates ethical behavior at all times and communicates WFP’s expectation that all WFP personnel act ethically in furtherance of the ideals of the UN and WFP’s mission.

Understands the specific implications of ethics in monitoring, review and evaluation activities and is able to consistently ensure that appropriate actions are taken to safeguard ethics.

Languages:

International Professional: Fluency (level C) in English language.

Intermediate knowledge (level B) of a second official UN Language is a plus.