3 Open Positions at World Food Program (WFP)

Open Positions

1.Business Support Assistant (CFM Hotline Operator)

Career Opportunities: Business Support Assistant (CFM Hotline Operator), Service Contract, Level 4 (142007)

Requisition ID 142007 – Posted 26/04/2021 – Short Term-SC WFP – Africa, Central & Eastern – Rwanda – Kigali – Working Job Language (2) – PROGRAMME & POLICY

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

ABOUT WFP

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 Population (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. To operationalise its commitments to AAP, WFP focuses on three key components: information provision, consultations, and complaints and feedback mechanisms (CFM). WFP provides means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner.

CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes, and raising issues of concern in a safe and confidential way. WFP has been using five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations under Strategic Outcome one which beneficiaries use to report their complaints, inquire, and provide feedback to WFP. Currently, CFM has been extended to other programmes such as Home Grown School Feeding and Resilience programmes under Strategic Outcome two.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
•  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
•  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
•  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
•  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
•  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
•  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
•  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
•  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
•  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
•  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
•  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

ORGANIZATIONAL CONTEXT

This position is based in WFP Rwanda Country Office, Kigali duty Station and the job holder will work under the direct supervision of Programme Policy Officer (Gender and Protection), the incumbent will support the WFP Rwanda Country Office (CO) to manage WFP’s toll free under strategic objective two, mainly: receive cases through the hotline (voice call and text), record in the SUGAR CRM database system and escalate for purposes of resolution. The incumbent is expected to develop and lead initiative with minimum supervision, while coordinating internally and externally with relevant colleagues and partners.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

Accountability to Affected Population (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. To operationalise its commitments to AAP, WFP focuses on three key components: information provision, consultations, and complaints and feedback mechanisms (CFM). WFP provides means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner.

CFM is a centralized system for receiving and managing feedback and complaints about WFP’s programmes in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about WFP’s programmes, and raising issues of concern in a safe and confidential way. WFP has been using five CFM communication channels (toll free hotline, help desk, suggestion box, CFM committee, and email) in refugee operations under Strategic Outcome one which beneficiaries use to report their complaints, inquire, and provide feedback to WFP. Currently, CFM has been extended to other programmes such as Home Grown School Feeding and Resilience programmes under Strategic Outcome two.

KEY ACCOUNTABILITIES (not all-inclusive)

• Collaborate with CFM database Manager in operating and managing WFP Hotline by receiving, answer, record, respond to, escalate and manage incoming calls and text messages from beneficiaries and other stakeholders.
•  Clearly translate a complaint from the local language into written English
• Categorize, analyze, screen and consolidate information about complaints and feedbacks to subsequent actions;
• Record the incoming complaints, enquiries, and feedbacks into the customer relations management database system (Sugar CRM).
• Continuously update the system by recording action taken and facilitating close out of cases resolved once feedback is provided to beneficiaries
• Assign all issues which require investigation to the respective CFM focal point staff after the screening process in line with the escalation matrix
•  Interact with relevant units within WFP Rwanda CO to follow up on complaints in consultation with complaints and feedback team. Follow up with the response of feedback and complaints and facilitate timely closure.
•  Provide information to beneficiaries in response to enquiries regarding WFP programme and services.
•  Provide regular updates, information summaries and periodic reports to Programme Policy Officer (Gender and Protection) and programme managers.
• Compile and escalate sensitive complaints like harassment, SEA, abuse, exploitation and categorize in line with the standard operating procedures
• Facilitate caller satisfaction surveys to gauge effectiveness of the hotline.
• Contribute to the development of standardized key messages, necessary to facilitate first-case-resolution for common queries in all coordination with all relevant units.
• Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end including related information.
• Keep updated on WFP programmes and service delivery as well as needs of beneficiaries and target group/priority beneficiaries.
•  Contribute to the roll out of the hotline through community sensitization initiatives.
• Strict adherence to WFP procedures/policies and humanitarian principles.
• Take part in the protection advocacy and promotion activities of WFP
• Perform any other duties as required by the supervisor.

Education:
Completion of University degree/diploma in communications, education, business administration, social sciences, or any related fields; development studies or management is desirable.
Experience:

• At least two to three years of programme related experience. Customer service and community engagement experience is an added advantage.

Competencies:

• Strong analytical, writing and communication skills with excellent database management, computer literacy and reporting skills;
•  Well organized with a demonstrated customer service attitude and relationship building, ability to work with minimal supervision, eager to learn and motivated to work in humanitarian field.

Language:
Excellent English writing and communication skills. Fluency in Kinyarwanda is essential.

TERMS AND CONDITIONS

•  The World Food Programme DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS.
• WFP embraces diversity and equal opportunity. We are committed to building a team that celebrates diversity and inclusivity in all ways.
• All employment is decided on the basis of qualifications and merit.

DEADLINE FOR APPLICATIONS

Deadline for submitting the online application is on the 9th of May 2021

Female applicants are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

2.IT Operations Assistant

Career Opportunities: IT Operations Assistant, Service Contract, Level 5 (142029)

Requisition ID 142029 – Posted 26/04/2021 – Short Term-SC WFP – Africa, Central & Eastern – Rwanda – Kigali – Working Job Language (2) – INFORMATION TECHNOLOGIES

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

ABOUT WFP

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.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
•  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
•  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
•  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
•  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
•  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
•  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
•  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
•  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
•  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
•  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
•  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

ORGANIZATIONAL CONTEXT

This position is based in WFP Rwanda Country Office, Kigali duty Station and the job holder will work under the direct supervision of the Business Transformation Officer, under the technical guidance of Snr IT Operations, and overall supervision of the Deputy Country Director of WFP Rwanda.

JOB PURPOSE

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

KEY ACCOUNTABILITIES (not all-inclusive)

1. Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimisation, to ensure they are running effectively and enable easy and efficient use.
2. Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available.
3. Prepare files and systems for inventory and archives to ensure information is accurate and up-to-date.
4. Support the maintenance of information records such as asset register databases to ensure the information is current and well organised.
5. Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services.
6. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
7. Install, operate, and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
8. With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively.
9. Suggest improvements to methods and processes in order to support the continuous improvement of IT services.
10. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
Competencies
Well organized with sound judgment;

•  Ability to anticipate concerns and needs of clients and responds with appropriate solutions
•  Ability to work with minimum of supervision and to supervise and train support staff;
• Ability to support and develops operational practices that accommodate diversity

FUNCTIONAL CAPABILITIES

Capability Name	Description of the behaviour expected for the proficiency level
Governance, Strategy and Architecture	Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems.
Change Implementation, Project management, Planning and Optimization	Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process.
Technical Expertise	Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference.
Service Management	Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction.
Client Management	Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions.
Procurement and Contract Management	Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

STANDARD MINIMUM QUALIFICATIONS

Education: A post-secondary certificate in the related functional area complemented by University degree in Information Technology or any related field preferably supplemented by additional studies/trainings in the field of electricity, electronics, telecommunications.

Experience: At least five years of progressively responsible job-related experience in information technology or electricity or telecommunications or Information Management, such as, WAN/LAN networking, operating systems, telephone services, radio unit, web design or another related field. Working experience in an international organization or multicultural environment is an added value.

Language: Fluency (level C) in both oral and written communication in English and French

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has experience resolving more complex technical issues.
• Has worked with head of units in defining requirements for functional area.
• Has experience with the application of client services standards to resolve or escalate clients’ service problems.

TERMS AND CONDITIONS

The World Food Programme DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS.

• WFP embraces diversity and equal opportunity. We are committed to building a team that celebrates diversity and inclusivity in all ways.
• All employment is decided on the basis of qualifications and merit.

DEADLINE FOR APPLICATIONS

Deadline for submitting the online applicaction is on the 9th of May 2021

Female applicants and qualified applicants  are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

3.Budget & Programming Associate

Career Opportunities: Budget & Programming Associate, Service Contract, level 6, Kigali (141992)

Requisition ID 141992 – Posted 26/04/2021 – Short Term-SC WFP – Africa, Central & Eastern – Rwanda – Kigali – Working Job Language (2) – RESOURCE MANAGEMENT

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

ABOUT WFP

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.

ORGANIZATIONAL CONTEXT

This position is based in WFP Rwanda Country Office, Kigali duty Station and the job holder will work under the direct supervision of the Budget and Programming Officer.
Job holder will be expected to demonstrate responsibility and initiative to respond independently to complex queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis.
BACKGROUND AND PURPOSE OF THE ASSIGNMENT

World Food Program Rwanda works in partnership with the Government and other stakeholders through the direct implementation of integrated programmes targeting the most vulnerable people and will progressively shift towards building national capacity to formulate, manage and implement programmes for achieving zero hunger. In implementing its activities, WFP will bridge the humanitarian–development nexus and leverage its extensive experience and the contributions it has made in Rwanda over many decades in order to achieve four strategic outcomes outlined in the WFP Country Strategic Plan. Strategic Outcome 2 focuses on ensuring that vulnerable populations in food-insecure communities and areas have improved access to adequate and nutritious food all year. This Outcome encompasses capacity strengthening and direct programme implementation in the areas of social protection, disaster preparedness and response, food security and vulnerability analysis, school feeding and climate-resilient livelihoods programming.

With funding from the US Department of Agriculture, WFP implements the Home-Grown School Feeding programme will provide daily school meals in 7 food-insecure districts. In addition to school meals, WFP works with key partners World Vision and Gardens for Health International to provide a complementary school health and nutrition package to schools including water and sanitation, improved infrastructure, school gardens and nutrition, food safety and storage and improved literacy. WFP partners with the Ministry of Education and the Ministry of Agriculture and Animal Resources to implement the programme and the Rwanda Biomedical Center to support deworming activities. This position supports the budget and programming required for the implementation of this programme.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the supervision of the Budget and Programming Officer, the incumbent will be responsible for the following key duties, with a focus on the Home Grown School Feeding Programme:
1. Review budget plans, monitor and analyse project financial performance and make recommendations in compliance with WFP financial policies and procedures and best practices, to support financial analysis and optimisation of resources
2. Provide comprehensive analysis on fund and grant balances identifying surpluses and deficits, and suggest corrective measures, to support maximum fund utilization and decision-making process.
3. Support pipeline management ensuring efficient monitoring, to prevent and address pipeline breaks and maximise operational effectiveness.
4. Contribute to the improvement of internal processes, enhancement of corporate systems and design of tools, to facilitate the overall planning, expenditure forecasting, and budget management and monitoring of resource utilisation.
5. Enter project budget plans and revisions in the corporate systems, to ensure data is timely and accurately captured enabling easy access to information and supporting planning and decision-making.
6. Review, compile and analyse data, maintain accurate records and files and prepare periodic and ad hoc reports, to support accuracy and efficiency of information presented to internal and external stakeholders.
7. Maintain communication with a number of stakeholders regarding project funds management matters and related processes, to clarify any discrepancies and optimise use of funds.
8. Provide guidance to other support staff and contribute to their learning and development in budget planning, fund management and operational planning, to facilitate continued development and consistency in services delivered.
9. 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.

STANDARD MINIMUM QUALIFICATIONS

Education:   Completion of at least first University degree in  Finance, Economics, Management Information Systems, or other field supplemented with additional years of related work experience .
Languages:  Fluency (level C) in English and/or French language and Kinyarwanda

Experience: 

•    Five years of experience supporting the preparation and management of budgets.
•    Five years of experience assisting with the monitoring of budgets/resource plans/pipelines/supply chains.
•    Has assisted with budget/allotment related issues within the WFP budget system.

Knowledge & Skills:

•  A proactive attitude, an ability to plan work and prioritize competing activities to ensure their completion.
•  Ability to work independently and in an organized manner, with good attention to detail.
• Good analytical, communication and writing skills.
• Strong interpersonal skills and ability to deal patiently and tactfully with people of different national and cultural backgrounds and to manage external partnerships.

OTHER SPECIFIC JOB REQUIREMENTS

•  Strong knowledge in SAP, Excel (Advanced level) and other business applications or analytical tools
•  Strong experience working with large amounts of data: trends analysis, figures, and number crunching
•  Strong skills in reaching out to people is needed for the purpose
•  Strong work organization skills
•  Has provided analytical inputs for the development of budgets, financial plans or analysis

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
•  Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
•  Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
•  Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.

People

• Look for ways to strengthen people’s skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
•  Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
•  Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
•  Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.

Performance

• Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
•  Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
•  Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
•  Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.

Partnership

• Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
•  Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
•  Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.

TERMS AND CONDITIONS

• The World Food Programme DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS.
• WFP embraces diversity and equal opportunity. We are committed to building a team that celebrates diversity and inclusivity in all ways.
• All employment is decided on the basis of qualifications and merit.

DEADLINE FOR APPLICATIONS

Deadline for submitting the online application is on the 9th of May 2021

Female applicants  are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.