International Consultant: Community Feedback Mechanism (CFM) – World Food Program – Other locations

JOB PURPOSE

WFP Palestine CO seeks a CFM Manager to lead the strengthening and management of the CFM to help WFP uphold its accountability commitments. The CFM Manager is primarily responsible for ensuring the day-to-day management of the CFM, including the supervision of CFM staff, the information management system, quality assurance, and case management. The CFM Manager will have the following responsibilities:

• Ensure the CFM adheres to WFP corporate assurance standards and WFP’s Guide to Personal Data Protection and Privacy. This will include developing and implementing a roadmap to fully meet all assurance standards based on gaps identified, and continuously identifying areas of improvement and optimization.
• Develop, maintain, and update Frequently Asked Questions (FAQs) and CFM Standard Operating Procedures (SoPs) in consultation with internal and external stakeholders. The CFM SoPs should cover procedures, protocols to share data with external parties, requirements, roles, and responsibilities for information intake, case management, aggregated analysis, and quality assurance.

Key functions

• Oversee the implementation of the CFM information management and digital solution system that can facilitate more efficient and effective case management. The set of systems should ensure that all feedback data is centrally stored and managed, that the assignment and referral of cases are timely, accurate, and documented as well as loop closure.
• Proactively engage with other UN agencies, (I)NGOs, clusters, and other trustworthy actors to establish two-way referral pathways (from/to WFP). The overarching objective is to complement the assistance provided by different actors on the ground while facilitating processes and minimizing fatigue and frustration to affected people required to contact multiple agencies and organizations to receive support. This involves drafting the necessary legal agreement and procedures in compliance with corporate requirements on data protection.
• Ensure that the CFM case management process and relevant documentation adhere to a high standard of quality. This involved regular quality checks at different to make sure accurate and appropriate information and services were provided to affected people as per CFM SoPs and global standards.
• Ensure that allegations of misconduct, such as sexual exploitation and abuse (SEA) and fraud, corruption, and theft, coming through CFM channels are reported in alignment with corporate policies and procedures.

Job Details

Preferred Candidate