WFP Careers. Programme Assistant - Career Point Kenya

Programme Assistant Careers at WFP , Kenya
Job Title: Programme Assistant (Helpline Operator)

Background
In January 2013, WFP Kenya piloted a feedback mechanism as part of its commitment to mainstream protection and accountability to affected populations.

A dedicated phone line (‘hotline’) was setup in Nairobi for beneficiaries and other community members to call to give feedback, access information, or report problems with WFP’s programmes.

The pilot (initially reaching 15,000 beneficiaries) sahowed good results, and the country office scaled up to 250,000 beneficiaries by the end of 2013, and set a plan to cover more than 1 million by the end of 2014, and to achieve total coverage of all WFP’s programmes in Kenya by the end of 2015.

The hotline is answered by a dedicated, multi-lingual operator trained in protection and familiar with WFP’s programmes.

To ensure continuity of service, and to accommodate the scale up which will result in a higher volume of calls over the next two years,

WFP requires the services of an additional dedicated helpline operator.

WFP Program Assistant Job Major Responsibilities

Review and maintain the feedback database.

Answer, log, respond to, escalate, and manage incoming calls.

Analyse, categorize, and consolidate information about calls received and issues raised.

Interact with relevant units within WFP, partners and government to follow up on complaints.

Provide feedback to the complainant within agreed time frames.

Provide regular updates on complaints and feedback from beneficiaries and share with the WFP Kenya field offices, focal persons, implementing partners, and management.

Share findings and recommendations with the Programme Units and Implementing Partners.

Act as secretary for the Kenya Country Office (KCO)Complaints Committee.

Manage and keep an updated Compliant Feedback Mechanism (CFM)Focal Points network.

Assist with training WFP staff, and rolling out the hotline to new programmes and areas.

Any other duties as required.

Expected outputs

Weekly status reports on complaints received and feedback given;

Monthly analysis and response reports;

Effective communication between stakeholders to ensure smooth case management;

Timely feedback to complainants;

Minutes of weekly complaints committee meetings, and periodic reports on the findings, recommendations and lessons learned;

Up-to-date CFM Focal Points network.
Qualifications for Programme Assistant Jobs in Kenya


Secondary School Education, preferably supplemented by courses in a field related to WFP programmatic activities.

At least three years of progressively responsible support experience including at least one year in the field of programme operations.

Excellent communication skills and ability to work collaboratively with multiple stakeholders.

Strong people skills and client oriented.

Hands on, demonstrated experience in protection and feedback mechanisms.

Demonstrated experience working with various communities in Kenya, including refugees

Experience in handling sensitive issues with discretion and confidentiality

Experience delivering training.

Good analytical skills and ability to clearly synthesize and present findings, draw practical conclusions andto prepare written reports in a timely manner.

Experience using databases and Microsoft Office applications(Word, Excel and PowerPoint).

Knowledge of WFP rules and regulations, and policies regarding protection and accountability to affected populations will be an added advantage

Fluency in oral and written communication in English is required.

Knowledge of the local working languages e.g Swahili, Dinka and Nuer will be an added advantage.

Interested and qualified candidates are requested to submit online applications HERE

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