Programme Assistant (Community feedback and response mechanism)

Job Description

Key Responsibilities (not all-inclusive, nor exhaustive):ÿWithin delegated authority and under the supervision of the Community feedback and response mechanism Manager, the Programme Assistant (CFRM) will be responsible for the following duties:ÿ

• Compile programmatic messages and collate simplified summaries through question and answers (Q&As) for beneficiary feedback and information provision
• Facilitate communication of key messages to beneficiary through channels identified by the organization, such as SMS, outbound calls etc.
• Translate, or facilitate translation of key messages into languages easily understood or preferred by the targeted beneficiaries. These include but not limited to be Q&As, feedback to beneficiaries on complaints, drafting and translating SMS.
• Where possible, participate in meeting sessions with beneficiary representatives or leaders, to provide updates and disseminate information. This could be virtual or physical.
• Perform monthly analyses and generate reports on no-show at validation and card distribution sites, as well as, no-redemption cases; and flag them for follow up.
• Provide supportive supervision to the call center operations through regular visits to the call center, providing information and supporting operators to handle cases channelled to WFP.ÿ
• Identify and highlight issues that come through the call center on a daily basis and bring to the attention of the supervisor, cases that require urgent action by management.
• Weekly updates of the call centre operations and beneficiary communication should be generated and incorporated in the sub-unit weekly report.
• Facilitate administrative processes for the Protection and AAP unit. These include procurement processes, purchase requisition and raising payment requests through Enterprise Resource Planning (EPR) tools and payment processing for invoices received.ÿ
• Monitor and follow up on pending cases on the CRM and make sure that the resolution rate is above 80% and cases are closed within the relevant timeframe.
• Within the specific area of responsibility, compile data and support analysis and preparation of periodic reports on communications, Call Centre and protection in order to support operational decision-making.
• Support in monitoring and ensure accuracy and integrity of CFM data, and initiate action to correct any data discrepancies.
• Collect, organize and compile data into the existing database and maintain corporate applications systems within the specific technical area of work
• Provide coordination, administrative and specialised services, to support staff in the development, preparation and execution of communications campaigns for target audiences.
• Work and exchange information with internal counterparts to support effective collaboration, implementation and monitoring of ongoing project activities.
• Support communication and activities with local partners, other UN agencies, NGOs and government institutions.
• Draft correspondence, documents and reports related to the field of work.
• Act as a liaison between WFP and the CFM channels, to keep updated information for frontliners to maintain updated information on the knowledge base.
• Follow standard emergency preparedness practices to ensure WFP is able to quickly respond and deploy needed resources to affected areas at the onset of the crisis.
• Perform other related duties as required.ÿ

Keyskills :