Business Support Assistant-Community Engagement and Complaints Management

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NOTE: WFP DOES NOT SOLICIT FOR FEES OR ANY FORM OF PAYMENT FROM JOB APPLICANTS

WFP is looking for talented people who are committed to joining our efforts to eradicate hunger. It offers unlimited opportunities to grow your professionalism,  talent and expertise. Start your journey to be a member of the world-wide effort to eradicate hunger. WFP has a policy of affirmative action for women.

ABOUT WFP

United Nations World Food Programme (WFP) is the world’s largest humanitarian agency, fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need. In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to help communities rebuild their lives. On average, WFP reaches more than 80 million people with food assistance in 80 countries each year. The organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to food and contribute to lasting solutions, especially in many of the world’s most remote and fragile areas.

Brief description of WFP in Uganda

WFP delivers food assistance in emergencies and work with communities to improve nutrition and build resilience. WFP provides life-saving food assistance and livelihood opportunities to refugees in Uganda. In addition, WFP assists the most vulnerable people in Karamoja with food and nutrition assistance. Finally, WFP works with smallholder farmers and links them to markets.

As Uganda strives to achieve Zero Hunger by 2030 and become a middle-income country by 2040, WFP is also assessing its relevance and repositioning its role in Uganda.

ARE YOU UP TO THE CHALLENGE?

We are seeking a qualified individual for the position of Business Support Assistant- Community Engagement and Complaints Management to be based in Kyangwali Field Office. Selected candidates will be employed on Service Contract.

ORGANIZATIONAL CONTEXT

These jobs are found primarily in WFP Field based Offices, and job holders typically report to Programme Policy Officer or Programme Associate. The reporting lines may change depending on the size of the office.

At this level job holders are expected to take responsibility for completion of a range of processes and activities related to community engagement and complaints management that require some interpretation of standard guidelines/practices. Job holders can recommend a course of action to staff at various levels in collaboration with key stakeholders.

JOB PURPOSE

The position is based in the Field Office (FO) and reports to the Programme Policy Officer/ Team Leader or his or her designate. The Business Support Assistant -Community engagement and Complaints Management position holder will coordinate and implement community engagement activities at WFP Field Office Level by providing direction and operational leadership of the organization in relation to marketing, public relations and communication for development in line with the APP.

KEY ACCOUNTABILITIES (1/2)

• Prepare weekly and monthly work plans.
• Responsible for supervising community relations activities and initiatives
• Oversees community engagement events internally and externally, including unit briefings & presentations to community organizations, and liaisons with community “champions”.
• Lead in community engagement and communication for development among PoCs and partners.
• Support in identifying issues arising from/needs of external parties; cooperating partners and other key partners and respond appropriately and escalate to management as applicable.
• Take responsibility for the maintenance of set standards systems and files, to ensure information is readily and accurate available for the function.
• Coordinate with Senior communications Associate and Programme Associate on weekly community engagement plans and make travel arrangements for the teams in liaison with the admin unit.

KEY ACCOUNTABILITIES (2/2)

• Support processing and managing routine administrative in various functional areas, to communicate to the effective and timely management of resources.
• Work closely with a variety of individuals in community engagement, taking on feed back where appropriate to assist in business support delivery of staff.
• Manage and keep updated a complaints & Feedback Mechanism (CFM) focal points network, send weekly status reports on complaints received and feedback given.
• Provide regular updates on complaints and feedback from PoCs and share with the team leader to share with Area Office, focal persons, management, and key partners.
• Respond to complaints and queries raised and escalate them where appropriate to management to provide timely and accurate feedback to Persons of concern
• Analyze, categorize, and consolidate information about complaints received and issues raised, interact with relevant units within WFP, and government to follow up on complaints
• Contribute to strengthening of partnerships at Satellite Office level by ensuring WFP is represented in community engagements organized by partners (in addition to the WFP organized)

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
•  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
•  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
•  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
•  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
•  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
•  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
•  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
•  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
•  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
•  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
•  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
   

OTHER SPECIFIC JOB REQUIREMENTS

Competences (Technical)

• Ability to apply various PRA techniques to gather and utilise data
• Ability to conduct surveys in community settings
• Highly proficient in the use of office equipment and computer software packages, such as Microsoft Word, Excel etc.

Competences (Behavioral)

• List any competencies required to perform the job e.g. interpersonal skills, communication skills, etc.
• Believes in and practices the mission, goals of the program. Ability to work as a positive team leader, facilitating a team environment through personal behaviour, work contributions and the sharing of experience and knowledge.
• Maintains a constant awareness of the “client” and exhibits recognition and appreciation of their needs with the ability to achieve results with positive outcomes for families accessing the programs.
• Ability to be energetic, resilient and maintain a sense of humor.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

Three years of working experience in a Field setting in community engagement and implementation of beneficiary feedback mechanism.

STANDARD MINIMUM QUALIFICATIONS

• The ideal candidate for the United Nations UN World Food Programme (WFP) Business Support Assistant (Community Engagement & Complaints Management) job placement should hold a Bachelor’s degree in Social Work and Social Administration, Social Sciences, Development Studies, Education, Rural development or any other related field, obtained from a recognized institution.

DEADLINE FOR APPLICATIONS

30th July 2021

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Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

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.