Programme Associate (Hotline) SC 6, Beirut

Within delegated authority and under the supervision of the M&E officer, the Programme Associate (Hotline) will be responsible for the following duties:

• Provide technical support and assist in the development and implementation of various activities and processes within the specific area of work supporting alignment of beneficiary feedback mechanisms with wider programme policies and guidelines.
• Within the specific area of responsibility, prepare a range of reports and data analysis (programme status, hotline performance, results…etc.) and highlight trends/issues ensuring deliverables adhere to corporate standards and quality control.
• Ensure and/or perform accurate, timely recording of data within the specific technical area of work and consistency of information presented to stakeholders.
• Within the specific area of responsibility, extract data, compile data and support analysis and preparation of periodic reports in order to support operational decision-making.
• Prepare daily, weekly, monthly and quarterly analysis of calls received from beneficiaries as well as actions taken in response to them and the status of action taken.
• Extract and clean information from hotline and assign for actionining per category on regular basis. Follow-up on actions taken per category and report back on results when needed.
• Ensure all sensitive information on beneficiaries is kept confidential and a system is put in place to manage and address complaints.
• Liaise with internal and external counterparts to support effective collaboration, implementation and monitoring of ongoing hotline development and deployment activities including coordinating and communicating with local partners, UN agencies, NGOs and government institutions.
• Support the capacity building of WFP staff, other agencies, cooperating partners and national government within the specific technical area.
• Perform other related duties as required.

Minimum requirements:

 Education: Secondary School Education. A Bachelor degree in communications, international affairs, statistics, economics, computer science or other field relevant field is a plus.

Experience:  At least four (4) years of progressively responsible experience, including at least two (2) years in the field of hotline, data management, monitoring, evaluation, statistics or any related field. Experience with International NGO or UN Agencies is a plus.

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

Additional desired skills:

• Experience utilizing computers including Microsoft Office specifically Microsoft Word, Excel and Access. Experience in using SPSS is a plus.
• Ability to undertake statistical analysis.
• Specialized knowledge of the application of common business processes, practical business support methods, procedures and systems used in area of work, gained through technical training and work experience.
• Good communication skills in order to provide specialized business support services to a wide range of individuals.
• Ability to proactively identify and recommend areas for improvement to the design and delivery of specialized services.
• Ability to build relationships with a variety of individuals across functions.
• Experience in coordinating the work of others and self and training and supporting others
•  Ability to maintain confidentiality.