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Programme Assistant (Beneficiary Services)

at WFP - World Food Programme
Location Nairobi, Kenya
Date Posted May 13, 2019
Category Social Services & Nonprofit
Currency KSH
Work Hours Day
Street Address Nairobi Branch


Programme Assistant (Beneficiary Services)


The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.


Accountability to affected populations (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. WFP’s commitment to AAP is founded on two main principles:

Affected people have a right to be actively involved in the decisions that affect their lives.
Engaging affected people in programme decisions makes food assistance more effective.
To operationalise these commitments to AAP, WFP Kenya focuses on three key components: i) information provision, ii) consultations, and iii) our complaints and feedback mechanism.

In addition, as part of the UNDAF 2014-2018 framework, WFP is supporting the Government of Kenya to strengthen social protection systems and processes, including: registrations; building robust programme databases; updating these to enable programme layering, referrals and linkages; and establishing a national complaints and feedback mechanism.

As part of WFP’s commitment to Accountability to Affected Populations (AAP) this role will support the team deliver across 4 key work streams of beneficiary services: i) helpline & feedback mechanism; ii) registrations & management of beneficiary data; iii) mVAM); and, iv) beneficiary communications.

The role will have a particular focus on beneficiary communications, leading WFP engagement with local communities ensuring that they are informed (irrespective of age, gender or other characteristics), consulted at all stages of the programme cycle, and that their complaints and feedback are appropriately responded to.

Providing information to affected people is critical to enable them to participate in and fully benefit from WFP's programmes. Communities and people who are well informed about WFP’s programmes are better equipped to contribute to decision-making, raise concerns, flag problems, make suggestions for improvements to programmes, and plan for the future. Clear and timely information can also strengthen WFP’s credibility and cooperation with communities and improve programme outcomes.

Experience Requirements

At least three years of progressively responsible community engagement experience with at least one year in the field of call center operations
Basic experience working with spreadsheets and databases, ability to maintain accurate/precise records including data analytics

Job Responsibilities

Support the Beneficiary services Lead in designing and implementing beneficiary communication systems for all WFP Kenya programmes. This will be achieved by ensuring that:
Accurate, timely and accessible information is provided to beneficiaries about WFP assistance
information provided is clearly understandable by all beneficiaries, irrespective of their age, gender or other characteristics
A diversity of innovative communication channels are identified and implemented to ensure appropriate dissemination of information
Assist in capturing feedback throughout each stage of the project cycle from a beneficiary perspective by incorporating community consultations with appropriate attention to age, gender and other characteristics
Support in providing beneficiary communications support to Kenya’s Social Protection Secretariat and together with UNDAF partners in implementing the communications strategy which establishes and strengthens Kenya’s Social Protection brand and raises awareness of its safety net programmes
Work jointly with the entire beneficiary services team to regularly review and maintain the beneficiary feedback database.
Receive, log, respond to, escalate, manage incoming calls and provide feedback to the complainant within agreed timeframes.
Interact with relevant units within WFP, partners and government to escalate and follow up on complaints
Analyse, categorize, and consolidate information about calls received and issues raised
Prepare and submit regular reports and updates on beneficiary communications, helpline and mVAM
Act as secretary for the WFP Kenya Complaints Committee
Assist with training WFP, partner or government staff, publicizing and rolling out CFM to the various programmes and areas.
Administer mVAM surveys by collecting and submitting accurate, complete and timely qualitative and quantitative data as required
Participate in the registration of beneficiaries ensuring the standardized procedures and guidelines for registration and protection are adhered to.
Support in the rollout and implementation of gender, protection and mystery shopping field activities and share findings and recommendations with the Programme Units and Implementing Partners
Any other duties as required

KEY ACCOUNTABILITIES (not all-inclusive)

Supervise Day to Day Operations of the WFP Beneficiary Services Team
Chair the WFP Kenya Complaints Committee
Analyze trends and provide regular to Outcome and activity managers on beneficiary feedback and accountability on WFP lead programmes
Provide technical oversight and planning on WFP mVAM activities for all the relevant outcomes
Provide operational oversight and planning on all WFP beneficiary registration activities as per SOPs and guidelines.
Oversee the WFP complaints/Grievance and case management systems and processesin accordancewith relevant SOPs
Ensuring and maintaining quality control of all beneficiary data collected by the beneficiary services team in accordance with relevant SOPs
Ensure calls to the WFP hotline are received, logged, classified, prioritized and responded to in accordance with the relevant SOPs
Prepare Monthy and quaterly Beneficiary services reports covering the CFM and mobile monitoring (mVAM)
Support in designing and implementing an inclusive beneficiary communication plan, targeting a range of beneficiaries, to enhance the delivery, effectiveness and sustainability of WFP Kenya’s programmes

Education Requirements

Completion of Secondary School education is a requirement.

University degree or Diploma in Community development, social sciences, data management, Communications or other relevant field will have an added advantage.