WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.
The World Food Programme (WFP) is the United Nations' frontline agency in the fight against hunger; WFP continually responds to emergencies. We save lives by getting food to the hungry fast. But WFP also works to help prevent hunger in the future. We do this through programs that use food to build assets, spread knowledge and nurture stronger, more dynamic communities. This helps communities become more food secure. On average, WFP aims to bring food assistance to more than 80 million people in 80 countries.
WFP Ethiopia is working with the Government and humanitarian partners to strengthen Ethiopia's most vulnerable population's resilience and chart a more prosperous and sustainable future for the next generation. The Country Office also supports programmes that use food assistance to empower women, transform areas affected by climate change and keep children in school. It aims to contribute to Ethiopia's five-year development agenda, the Growth and Transformation Plan (GTP), through which the Government combats food insecurity.
This position is in Addis Ababa WFP Ethiopia Country Office. The job holder reports to the Senior Program Associate.
At this level, job holders are responsible for completing a range of specialized and standardized processes and activities, including interpreting standard guidelines and practices. Job holders can recommend a course of action to staff at various levels and allocate tasks to other support staff. They work under minimum supervision, perform primary analyses and compile reports to support information consistency and smooth implementation of programmes/projects.
To manage WFP’s call center operation, mainly: receive cases through the hotline (voice call and text), record in the SUGAR CRM (Compliant Feedback Mechanism) database system, and escalate for purposes of resolution
KEY ACCOUNTABILITIES (not all-inclusive)
The hotline operator within the remit of the Complaint Feedback Team shall perform the following duties:
Critical Success Factor:
Ability to identify significant information/complaints based on severity and prioritize responses in terms of time and significance; ability to convey courtesy, tact, and empathy to beneficiaries combined with the ability to work effectively as a member of a diverse group of people from different cultural backgrounds. The individual should contribute to the preparation and compilation of reports by producing basic charts, tables, and other analytical presentations of data.
STANDARD MINIMUM QUALIFICATIONS
Education: Completion of secondary school education or post-secondary certificate in the related functional area and/or a diploma or a university degree in economics, business administration, social sciences, development studies or management.
Experience: At least Four years of Programme related experience. Community engagement experience is an added advantage.
Desirables: Skills and competencies: Written and oral communication, computer literacy, and previous experience with database systems, relationship building and teamwork.
Language: Fluency in oral and written communication in English, Tigrigna, and Afar languages.
This position is open to all qualified candidates. Female applicants and people with disability are especially encouraged to apply.
WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment
WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.