PAM CFM Officer | Louma Jobs Cameroun

PARTAGER AVEC VOS PROCHES SUR :

DEADLINE FOR APPLICATIONS

8 August 2024-23:59-GMT+01:00 West Africa Standard Time (Douala)
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

Are you interested in further developing your professional experience while contributing to ending global hunger? Are you passionate about helping those in need? Would you like to join a global organization investing in its people?

If so, an exciting & fulfilling career awaits you!!! Join our diverse and passionate team that works on varied and international projects directly contributing to saving & changing millions of lives around the globe.

ABOUT WFP

The United Nations World Food Programme (WFP), a highly prestigious, reputable & world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP’s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter.

WHY JOIN WFP?

WFP is a 2020 Nobel Peace Prize Laureate.

WFP offers a highly inclusive, diverse, and multicultural working environment.

WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.

A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

CONTEXT

The World Food Programme (WFP) in Cameroon has established a Community Feedback Mechanism (CFM) since 2016, designed as a formal, two-way communication system. This system includes a combination of human resources, processes, and technological tools to manage, analyze, and resolve feedback from affected populations and other relevant stakeholders, such as WFP staff, partners, government officials, and service providers. Various channels have been made available to the communities where it operates to enable them to give their opinion and perception, as well as to involve them at all stages of the life cycle of projects. It includes a toll-free hotline (“8099”), but also complaints management committees, helpdesks and focus groups, among other channels. In 2024, an inter-agency Community Feedback Mechanism initiative was introduced in Cameroon, aiming to incorporate the World Food Programme’s CFM into a broader interagency CFM. As part of this initiative, WFP’s CFM hotline was designated and opened to other humanitarian organizations, enabling it to gather and respond to feedback from communities impacted by humanitarian operations across the entire country. To support the effective integration of WFP’s CFM and the inter-agency CFM, WFP is seeking a CFM Officer. This role will be crucial in implementing and developing inter-agency CFM/Humanitarian CFM processes to achieve its core objectives of enhancing collaborative humanitarian responses and increasing community engagement across Cameroon: 1. Uphold its commitments to be accountable to affected populations by helping enable participation and centralization of affected populations in humanitarian decision making;

2. Quickly identify and mitigate risks to both affected populations and organizations

ACCOUNTABILITIES & RESPONSIBILITIES

Under the overall guidance and supervision of the Head of Research, Assessment and Monitoring (RAM), the CFM Officer will be the primary responsible for ensuring the day-today implementation and functionality of the CFM, including the management of the Humanitarian CFM, the information management system, the quality assurance of CFM information and case management, and the meeting of all deliverables. The CFM Officer will have the following responsibilities:

1. Collaborate with stakeholders to develop, maintain, and update the Community Feedback Mechanism Standard Operating Procedures (SOPs), which outline the steps, requirements, roles, and responsibilities for information intake, analysis, case action, and resolution, along with the information management and quality assurance structures.

2. Oversee the implementation of the Humanitarian CFM information management system, ensuring the effective management of all feedback channels, centralized data management, and timely, accurate assignment and referral of cases, including sensitive cases involving sexual exploitation, abuse, and fraud. 3. Ensure high-quality documentation and management of feedback cases, adhering strictly to the Standard Operating Procedures to guarantee the quality of service provided to CFM users.

4. Serve as a focal point between WFP and other agencies within the Humanitarian CFM, enhancing integration and facilitate inter-agency collaboration by coordinating the implementation and continuous updates of the CFM customer relationship management (CRM) tool in accordance with the Humanitarian CFM SOP.

5. Lead technical working groups with relevant teams to analyze CFM findings and trends, integrating these insights with other data sources to formulate joint recommendations and immediate adjustments.

6. Lead capacity-building efforts for agency focal points and operators, focusing on enhancing their skills in managing the hotline and effective use of the CFM customer relationship management tool within the inter-agency CFM framework.

7. Promote the visibility of WFP CFM Channels (helpdesks, suggestion boxes, CMcs) and the inter-agency hotline among affected populations and community structures through field visits, meetings, and other awareness-raising activities.

8. Propose and develop an innovative strategy/mechanism to ensure feedback is efficiently relayed back to beneficiaries, including the management of notifications. This strategy should leverage technology to automate feedback loops, ensuring timely, transparent, and accurate communication with beneficiaries to enhance their trust and engagement in humanitarian activities.

9. Monitor the service provider in charge of the hotline to ensure adherence to contractual obligations.

10.Innovate cost-reduction strategies for the hotline, such as employing advanced data analysis, data mining, or artificial intelligence techniques.

11. Propose/develop an innovative strategy that leverages all CFM data, including IVRs, to ensure cost reduction and management of prank calls.

12. Develop a predictive model for identifying and managing prank calls to reduce costs, which may involve using AI/Machine Learning tools. Document and implement the developed model.

13. Coordinate the CFM Working Group, an internal WFP task force, and CFM inter-agency working groups.

14. Coordinate the regular production of CFM reports, including monthly, quarterly, and annual WFP CFM reports. This includes generating CFM trends and triangulating CFM information from various WFP M&E data collection efforts to produce evidence. Also generate evidence through inter-agency CFM reports. 15. Lead initiatives on strengthening field-based CFM channels, including enhancing and energizing CMCs, help desks, and suggestion boxes.

16 . Provide technical support to assessments and develop innovative approaches using the latest technologies, including for quality control, data cleaning, and analysis.

17. Perform other duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED

Education: First University Degree in Business Administration, Social Sciences, Statistics, information management with special focus on client/customer services management, or other related functional area, is required.

Experience: Minimum of 2 years of professional experience in client/customer service functions or social work. Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace building architecture would be an asset.

Knowledge & Skills:

• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to give clear instructions.

• Proficient with new technologies, skilled in SugarCRM, database management, and information systems.

• The following knowledge and skills are desired:

• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.

• Solid understanding of call center operations and effective management of operators.

• Proficient in SugarCRM with expertise in BPM.

• Strong proficiency in data analysis and visualization tools and IA including R, Python, Tableau.

• Capacity and attitude to learn quickly.

Languages: Oral and written working knowledge of French and English.