Beirut - Community Feedback and Response Mechanism Manager NOA

Job Context:

The position will be based in Beirut Country Office. The incumbent will report directly to the Programme Policy Officer (Protection and Accountability to Affected Populations) and under the overall supervision of the Head of Programme Support in Beirut Country Office.

Job Purpose:

As part of enhancing Accountability to Affected Populations (AAP), the Community Feedback and Response (CFRM) Manager will support WFP Lebanon to manage a variety of feedback channels, facilitate case resolution and provide information to beneficiaries of WFP activities.

Duration of Assignment:

The Protection Officer will be contracted for an initial term of 12 months. The contract may be extended based on business need and satisfactory performance.            

Key Responsibilities (not all-inclusive, nor exhaustive):

Within delegated authority and under the direct supervision of the Programme Policy Officer (Protection and Accountability to Affected Populations) and under the overall supervision of the Head of Programme Support in Beirut Country Office, the incumbent will be responsible for the following duties:

Coordinate and facilitate responsive Community Feedback and Response Mechanism (CFRM) channels

• Provide technical support in operationalizing the Community Feedback and Response Mechanism (CFRM) standardization strategy.
• Facilitate and/or provide supportive supervision to the variety of feedback channels available at the WFP including site-based helpdesks, beneficiary email address, call center and feedback collected by frontline staff
• Act as a point of contact for resolution of a range of operational queries and problems within CFRM and coordinate the referral efforts to other stakeholders in line with the CFRM standard operating procedures.
• Maintain an updated list of CFRM focal points, as well as safe and functional external referral matrices / pathways
• Guide on and ensure accurate, timely recording of data within the specific technical area of work (e.g., call centre data; helpdesk complaints; validation data etc.) and consistency of information presented to stakeholders.
• Regularly extract and clean information from the Sugar CRM system
• Ensure that the workflows and escalation matrices function as per the prioritization and categorization of cases, enable case tracking and management for all the CFRM channels identified.
• Follow-up on focal points action on cases to ensure that we meet the required service level that WFP Lebanon has committed to - case resolution rate of 80% and above.
• Facilitate feedback loop close-out by coordinating outbound calls
• Ensure all sensitive information on beneficiaries is kept confidential and a system is put in place to manage and address complaints. Continuously monitor that data protection provisions are adhered to.
• In collaboration with relevant units, facilitate or strengthen referral pathways for cases not within WFP mandate e.g., protection referrals etc.
• Coordinate with TEC team on setting up, harmonizing, enhancing, and maintaining data management systems to facilitate case management processes and regular reporting
• Organize the CFRM technical working group, based on the ongoing initiatives and identified needs

Manage the Call Center Operations:

• Supervise the WFP Call Center function, as well as manage a team of support staff - providing advice, guidance and training, to ensure individual and team objectives are delivered to agreed standards and deadlines.
• Act as the main liaison person on behalf of WFP to the call center service provider, with the assigned project manager as the main counterpart.
• Ensure adherence to the key performance indicators that are outlined in the Long-Term Agreement (LTA) with the call center service provider, as well as emerging recommendations for continuous improvements
• Plan adequate resourcing and equipping of call center operators. Facilitate appropriate training and avail up-to-date information that would enable them to achieve first case resolutions
• Manage the procurement planning and invoice management processes for the call center, to ensure funding adequacy and timely payment of service providers
• Act as secretary for the WFP Lebanon High Priority (P1) Misconduct Cases received through the call center

Contribute to information and knowledge management to inform programmatic adjustments

• Expedite case resolution rates by linking the CFRM channels to relevant information systems that provide up-to-date and accurate information 
• In collaboration with the community engagement team, facilitate roll out of the CFRM through community sensitization and awareness creation efforts
• Facilitate and strengthen monitoring mechanisms for continuous improvement of the CFRM e.g., conduct user perception surveys on the availed CFRM channels
• Facilitate a variety of technical reports, substantial data analysis (e.g. call centre data; helpdesk complaints; validation data etc.), generate dashboards, make recommendations to supervisors, ensuring deliverables adhere to corporate standards and quality control
• Based on CFRM trends, facilitate strategic corrective actions taken on complaints and advocate for programmatic adjustments, as well as, improved internal controls to enhance efficiency of WFP operations.
• Coordinate and liaise with internal counterparts on a range of complex matters (e.g., beneficiary inclusion and exclusion; improvement of cash-based transfer processes in response to complaints etc.) to enable effective collaboration, implementation and monitoring of ongoing project activities.
• Coordinate and communicate with all stakeholders (field offices, activity teams and other relevant units in WFP, local partners, agencies, NGOs and government institutions) to disseminate lessons learned, results, main findings and risk on the implementation of CFRM.
• Provide inputs for donor proposals, reporting and briefing on the CFRM as required.
• Strengthen capacities of WFP staff, cooperating partners on the CFRM processes - data collection, case management, analysis and resolution in line with WFP Protection and Accountability to Affected Populations Policy.
• Facilitate cross-learning learning and/or provide technical support to government counterparts that contributes to the set-up or running of their respective Grievance Redress Mechanisms

Perform other related duties as required.

DESIRED SKILLS AND KNOWLEDGE:

• Experience in designing and implementing accountability to affected populations development and humanitarian projects / Programmes.
• Data management and analysis skills with demonstrated ability to enable informed decision making for management.
• Experience in coordination of call center operations and integrated information systems
• Strong written and oral communication skills, including substantive analysis and report writing, as well as presentation skills.
• Experience working in humanitarian contexts.
• Good interpersonal skills and ability to deal patiently and tactfully with people of different national and cultural backgrounds and to manage external partnerships.
• Working with and understanding of the international humanitarian and development systems, including the UN system.

STANDARD MINIMUM ACADEMIC QUALIFICATIONS:

Education: Advanced University degree (i.e. Master's degree or higher) in Social Sciences, Economics, Statistics, Communication, International Affairs, Human Rights, Economics, Law, Information Technology or other relevant fields; or First University degree (i.e. Bachelor’s degree) with additional years of related work experience and/or trainings/courses.

Experience: Three (3) or more years of postgraduate professional experience (after completion of Advanced University degree) in a humanitarian context including experience in gender and social inclusion, or five (5) years or more after completion of First University degree.

Language: Fluency in both oral and written communication in English and Arabic.