Programme Associate (Accountability to Affected Populations) SC7, Beirut

Assisting more than 90 million people in 83 countries each year, the World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience.
As the international community has committed to end hunger, achieve food security and improved nutrition by 2030, one in nine people worldwide still do not have enough to eat. Food and food-related assistance lie at the heart of the struggle to break the cycle of hunger and poverty.

In Lebanon, WFP works to support approximately 700,000 people with regular assistance using e-cards. WFP also supports Lebanese schools with school meals, and has run over 300 development activities which include supporting rural infrastructure, as well as education and training opportunities for vulnerable individuals in families. WFP also supports Lebanon’s National Poverty Targeting Programme.  

ORGANIZATIONAL CONTEXT:  The post is based in Beirut Country Office and the incumbent is to report to the Head of Accountability to Affected Populations (AAP) & Protection unit.
 

JOB PURPOSE: To provide effective coordination and specialized support to a full range of policy and programme activities that effectively meet food assistance needs.

KEY RESPONSIBILITIES (not all-inclusive, nor exhaustive): 
Under the supervision of Head of Accountability to Affected Populations (AAP) & Protection unit, the incumbent will perform the following tasks:

1.    Provide specialized expertise and contribute towards the development of project activities, plans and processes supporting alignment of beneficiary feedback mechanisms with wider programme policies and guidelines.
2.    Provide efficient coordination and specialized project management support to the development and improvement of the call centre system and internal complaints and feedback response processes to ensure they are performed within the established targets following WFP’s policies and procedures. 
3.    Within the specific area of responsibility, prepare a variety of elaborated reports and substantial data analysis (e.g. call centre data; helpdesk complaints; validation data etc) and make recommendations to supervisors, ensuring deliverables adhere to corporate standards and quality control. 
4.    Lead 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. 
5.    Extract and clean information from hotline and assign for actioning per category on regular basis. Follow-up on actions taken per category and report back on results when needed.
6.    Ensure all sensitive information on beneficiaries is kept confidential and a system is put in place to manage and address complaints.
7.    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.
8.    Foster relationships and support partnership-building with local partners, agencies, NGOs and government institutions to ensure efficient and effective delivery of joint projects and systems. 
9.    Support the capacity building of WFP staff, cooperating partners and national government with regard to complaints processing and response and beneficiary inclusion/exclusion processes etc 
10.    Act as an escalation point for complex query resolution on beneficiary complaints resolution, at an individual level and in order to improve programme processes. 
11.    Manage a team of support staff, providing advice, guidance and training, to ensure individual and team objectives are delivered to agreed standards and deadlines. 
12.    Follow standard emergency preparedness practices to ensure WFP is able to quickly respond and deploy needed resources to affected areas at the onset of the crisis. 
13.    Perform other related duties as required. 

STANDARD MINIMUM QUALIFICATIONS: 
Education: Secondary School Education. A Bachelor degree in Communications, International Affairs, Statistics, Economics, Computer Science or other relevant field is a plus.
Experience: Six (6) years of progressively responsible experience, including at least two years (2) years in the field of hotline, data management, monitoring, evaluation, statistics or any related field.
Language: Fluency in both oral and written communication in English and Arabic languages. Knowledge of French language is added advantage.

DESIRED EXPERIENCES & COMPETENCIES FOR ENTRY INTO THE ROLE: 
•    Has contributed to the implementation of humanitarian/development programmes (i.e. cash based transfer; livelihoods; food security etc). 
•    Has contributed to the design and implementation of technical projects (i.e. call centre systems, ticketing system; or other data capturing and processing systems etc). 
•    Good communication skills and ability to communicate complex technical data to non-technical colleagues.