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Community Feedback Mechanism Officer (CRM system) SC9 | Kyiv, Ukraine

World Food Programme

World Food Programme

Posted on Tuesday, October 31, 2023

Career Opportunity: Community Feedback Mechanism Officer (CRM system) SC9 | Kyiv, Ukraine


 Всесвітня продовольча програма (ВПП ООН) - це гуманітарна організація ООН, яка надає продовольчу допомогу у вигляді грошових коштів, сертифікатів або продуктів харчування громадам, що постраждали від війни. У своїй діяльності ВПП керується гуманітарними принципами нейтралітету, неупередженості, гуманності та незалежності. Спираючись на пристрасть, відданість та професіоналізм наших 24 000 співробітників по всьому світу, Всесвітня продовольча програма (ВПП) працює в понад 123 країнах і територіях, щоб доставляти життєво необхідну їжу людям, які залишилися переміщеними внаслідок конфлікту та знедоленими внаслідок катастроф. Крім того, ВПП допомагає окремим особам і громадам знайти кардинальні рішення для багатьох проблем, з якими вони стикаються, будуючи краще майбутнє. 


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. 


🚩Vacancy Announcementn°:830136 

📢Job Title: Community Feedback Mechanism Officer (CRM system)

📌Type of Contract: Service Contract 

➡️Unit / Division: Programme Unit / WFP Ukraine  

📍   Duty Station: Kyiv, Ukraine

➡️Duration: 12months(renewable) 

Closing date: 14 November, midnight (Central European Time) 

🇺🇦 The position is only open to Ukrainian nationals.


About WFP  

The World Food Programme is the 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:UN World Food Programme (WFP)and follow us on social media to keep up with our latest news:YouTube,LinkedIn,Instagram,Facebook,Twitter


What will you do in this position? 

You will be responsible for the daily collection and processing of complaints and feedback, coordination with the Programme and Support units at the country and field offices. The position reports directly to the Head of Gender and Protection.


Why work with us?  

The war in Ukraine has had drastic consequences, both for people inside the country and for those around the world dependent on its huge grain supplies. It has caused one of the fastest forced population movements since the Second World War. Close to 8 million Ukrainians are living as refugees across Europe, and another 5.3 million are internally displaced. Many are destitute, having lost their homes and livelihoods. As food production and supply lines are disrupted by fighting, many families in the east and south do not have reliable access to nutritious food. 

WFP uses a flexible mix of food and cash assistance to support vulnerable Ukrainians wherever they are. This includes working with local partners to distribute food rations in areas near the frontline and providing cash transfers wherever people have access to banks and markets to buy food. Since March 2022, WFP has distributed food and cash assistance equivalent to 1.9 billion meals to families displaced and affected by the war, partnering directly with local responders. 


➡️       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 trainings, 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 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. 

➡️   WFP offers a competitive benefits package including salary, leave plus a medical insurance. 


How can you make a difference? 

 In this position, you will have to:   

  • Ensure adherence to WFP policies and guidelines including donor requirements
  • Support the collection and dissemination of the most updated and relevant information to beneficiaries through the Community Feedback Mechanism (CFM) channels
  • Oversee the process of escalating and handling complaints related to WFP / Cooperating Partners’ activities with CFM focal points in country and field offices
  • Technical support in the operationalization of the CFM standard operating procedures
  • Supporting the alignment of Country CFM systems to corporate guidelines. 
  • Manage the call centre services in close coordination with the service provider including tracking of deliverables and payments
  • Provide technical support and assist in the development and implementation of various activities and processes of CFM including surveys, focus groups discussions, key stakeholder’s interview, internal updates, etc.  
  • Support the capacity building of WFP staff, cooperating partners and national government within CFM data collection, analysis, and resolution in line with WFP Protection and Accountability to Affected Populations Policies. 
  • Coordinate and communicate with sub offices, programme and other relevant units in WFP, local partners, agencies, NGOs, and government institutions to disseminate lessons learnt, results, main findings and risk on the implementation and scale up of CFM. 
  • Prepare or review technical and analytical reports and dashboards, proposals, guidelines, and operating procedures. 
  • Prepare briefings on the Complaints and Feedback Mechanism (CFM), corrective actions taken on complaints, improved internal controls and enhanced efficiency of WFP operations.  
  • Oversee and/or review the work of CRM staff in country and field offices providing practical advice and guidance to contribute to delivering objectives to agreed standards and deadlines. 


Specific responsibilities

  • Ensure context-specific, inclusive, accessible, and effective complaints and feedback mechanisms are in place for the affected populations WFP works with through enhanced community engagement efforts for a comprehensive assessment of their preferred mechanisms and communication channels.
  • Conduct regular field visits to WFP’s field offices and Cooperating Partners’ (CP) sites across Ukraine to monitor the implementation of CFM and provide technical support
  • Train relevant CFM and programme staff on the most recent complaints handling policies and procedures and tools.
  • Ensure the most recent information reaches beneficiaries through different channels (communication teams, hotline operators, help desks tec.)
  • Coordinate with cooperating partners and support them in establishing accessible and inclusive CFM channels
  • Receive monthly reports from cooperating partners’ CFMs.
  • Create, analyse monthly, periodic, and thematic complaints and feedback reports.
  • Support in diversifying country CFM channels
  • Contribute to programme improvements.


To join us in saving lives, changing lives, you will have: 


Education: University degree in one or more of the following disciplines: Economics, International Affairs, Law, Social Sciences, Development any related area of expertise.


Experience: At least three years of post-graduate experience with CRM systems and/or Project Management in the private or humanitarian sectors or any relevant area. Experience with various communication channels for customer interactions, and fundamental knowledge of corporate-level CRM programs and configurations is an asset.


Knowledge & Skills:

  • Capacity to understand customer behaviour, needs, and issues.
  • Proficiency in Microsoft Office (especially Word and Excel)
  • Strong analytical and communications skills
  • Ability to receive and convey confidential and sensitive information
  • Strong management skills
  • Experience in training others and transfer knowledge


Language: Fluency (level C) in both English and Ukrainian languages. 


Standards of behaviour: The WFP Leadership Framework describes the common standards of behaviour that guideHOWwe work together to accomplish our mission. 

Leads by Example with Integrity 

Drives Results and Delivers on Commitments 

Fosters Inclusive and Collaborative Teamwork 

Applies Strategic Thinking 

Builds and Maintains Sustainable Partnerships 

Lives the WFP values and showshumanityandintegrityby role modelling care for others 

Delivers oncommitmentsand adapts readily to change 

Isinclusiveandcollaborative, and contributes to a culture of learning and personal growth 

Demonstratescommitmentto gather perspectives, analyse options and risks, and propose new ways of doing things 

Builds and nurtures external partnerships andcollaborateswith partners to deliver common objectives 

Different expectations of behaviour are defined depending on your grade and role/responsibilities within WFP. Candidates’ alignment with these behaviours is assessed in our selection process. 


Before you apply... 

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.  

We aim to achieve parity in our teams in Ukraine.Qualified women applicants are especially encouraged to apply.  

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. 


How do you apply... 

To be considered, you are invited to apply via WFP’s recruitment portal. CV and cover letter must be submitted in English language. 

Only those who are short-listed candidates will be contacted for the next steps of our recruitment process.  

We also encourage you to create your candidate profile and set up WFP job alerts to learn more about all the opportunities available to join us and make a difference in the lives of the people we serve.