• 1. Develop protocols and procedures to ensure Two-way Accountability (from implementers to beneficiaries) and Transparency of Food Security and Nutrition Assessments and Analysis

• Receive 100 percent of information requests, complaints, and feedback in a respectful manner and by using the required languages.
• Record 100 per cent of information requests, complaints, and feedback in WFP corporate systems, in line with CEFM minimum requirements.
• Refer 100 percent of cases to the relevant focal point as per the RAM SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
• Follow up on 100 percent of information requests, complaints, and feedback and ensure their closure in WFP corporate systems, and to ensure recording into the Joint Escalation system and issue tracker.
• Submit 100% of the targeted remote-monitoring surveys, to contribute to the monitoring coverage of the Country Office.
• 2. Ensure that the high standards of quality, reliability, and validity of the data and analysis are in line with WFP’s privacy and protection guidelines.

• Incorporate accountability to the affected people and protection, gender, and age perspectives in all areas of work to ensure equal participation of women and men.
• Provide support on data collection exercises qualitative, quantitative or remote monitoring by phoning (assessment, monitoring, evaluations, research, etc.)
• Support administrative processes and physical inventory.
• 3. Support data-driven, evidence-based decision-making processes in a timely manner according to programmatic and strategic needs.

• Represent WFP with partners to contribute to technical discussions, exchange knowledge and experience, and seek appropriate interventions based on evidence and areas of potential collaboration.
• Support community engagement, visibility, awareness, including translations for documents, focus group discussions, key informant interviews, etc.

• Completion of a bachelor’s in business administration, marketing, social worker, with experience on client/customer services management or in other related functional areas

• Experience:

• Minimum of three years of relevant professional work experience in Community engagement, Feedback and complaint mechanisms, and monitoring and evaluation
• Working knowledge in food security, nutrition, and related fields.
• Experience on client service, using call centers.
• Knowledge & Skills:

• Data collection (assessments/monitoring)
• Gender, protection and accountability to affected Peoples.
• Call center operator
• Proficient communication and reporting writing skills.
• Working knowledge and experience in MS Office, Word, Excel, CRM systems.
• Languages:

• Fluency (level C) in English language and fluent in more than one of the priority languages based on WFP areas of operation:

• Ngakarimojong, Acholi Bur, Pokot (Karamoja),
• Swahili, Kinyabwisha, Kirundi, Kinyankole, Somali (Southwest)
• Kakwa/Bari, Juba Arabic, Ma’di, Dinka, Nuer, Acholi (West Nile and Northern)