Monitoring Assistant – Helpdesk Support
locations
Kasulu, Tanzania, The United Rep.
DEADLINE FOR APPLICATIONS
2 April 2026-23:59-GMT+03:00 East Africa Time (Dar es
Salaam)
WFP celebrates and embraces diversity. It is committed to
the principle of equal employment opportunity for all its employees and
encourages qualified candidates to apply irrespective of race, colour, national
origin, ethnic or social background, genetic information, gender, gender
identity and/or expression, sexual orientation, religion or belief, HIV status
or disability.
ABOUT WFP
The World Food Programme is the world’s largest humanitarian
organization saving lives in emergencies and using food assistance to build a
pathway to peace, stability and prosperity, for people recovering from
conflict, disasters and the impact of climate change.
At WFP, people are at the heart of everything we do and the
vision of the future WFP workforce is one of diverse, committed, skilled, and
high performing teams, selected on merit, operating in a healthy and inclusive
work environment, living WFP’s values (Integrity, Collaboration, Commitment,
Humanity, and Inclusion) and working with partners to save and change the lives
of those WFP serves.
To learn more about WFP, visit our website: https://www.wfp.org and
follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.
WHY JOIN WFP?
- WFP is
a 2020 Nobel Peace Prize Laureate.
- WFP
offers a highly inclusive, diverse, and multicultural working environment.
- WFP
invests in the personal & professional development of its employees
through a range of training, accreditation, coaching, mentorship, and
other programs as well as through internal mobility opportunities.
- A
career path in WFP provides an exciting opportunity to work across the
various country, regional and global offices around the world, and with
passionate colleagues who work tirelessly to ensure that effective
humanitarian assistance reaches millions of people across the globe.
- We
offer an attractive compensation package (please refer to the Terms
and Conditions section of this vacancy announcement).
JOB TITLE: Monitoring Assistant- Helpdesk
Support
TYPE OF CONTRACT: Service Contract (SC)
UNIT/DIVISION: Research Assessment Monitoring
Unit – WFP Tanzania, RBJ
DUTY STATION (City, Country): Kasulu
DURATION: 8 months
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 lifetime. 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. WFP has zero tolerance for discrimination and does not
discriminate on the basis of HIV/AIDS status.
BACKGROUND
The WFP Community Feedback Mechanism is designed primarily
to operationalise WFP’s Accountability to Affected Populations(AAP), and more
broadly to support the overall operations in its attempt to be more transparent
and accountable to all stakeholders, including affected populations, partners,
governmental and non-governmental entities, and donors. In order to ensure
effective complementarity between the WFP CFM Mechanism, partner CFMs and
inter-agency AAP mechanisms, initiatives and processes. WFP’s CFM is one
channel through which WFP communicates with stakeholders, and is a mechanism
through which individuals or groups can raise questions, share feedback or flag
a complaint. WFP stakeholders include: affected populations, WFP, cooperating
partners, third party monitors, government representatives and service
providers (for e.g. contracted transporters). To ensure effectiveness, WFP’s
CFM is established in line with WFP corporate guidance on functional CFMs and
is, therefore, enabled to refer allegations of sexual exploitation and abuse,
harassment, fraud, corruption and quality issues. Please note, in WFP feedback
is an overarching term to include a community or feedback provided by an
individual or a group of people. Feedback can be formal (captured through
specific mechanisms, processes) or informal (captured in an ad-hoc manner). All
feedback requires the feedback loop to be closed. This can only be achieved
once the individual or group of people who submitted the feedback has expressed
satisfaction with the action. A complaint is an expression of dissatisfaction
about the standards of service, actions or lack of action, of WFP or a partner
organisation, or their employees. It is a criticism that expects a reply and
would like things to be changed. In the context of this policy, a complaint is
an external grievance made against WFP or a partner or any of its employees
where the organisation has allegedly made mistakes, acted wrongfully, breached
the codes to which WFP subscribes or failed to meet a commitment. Feedback relates
to an expression of concern, a statement of thanks or appreciation, or a
sharing of a question or suggestion.
PURPOSE:
WFP seeks a Monitoring Assistant-Helpdesk Support to be a
community-facing communication focal point that receives, logs and refers feedback
from CFM Users and closes the feedback loop with CFM Users in line with
Standard Operating Procedures (SOPs). The Monitoring Assistant-Helpdesk Support
- Will
receive the appropriate training to conduct their work in a professional
manner, including training to register cases on WFP’s corporate system for
feedback management (SugarCRM or CO solution for feedback management).
- Is
expected to carry out their work in accordance with the UN’s three core
principles of integrity, professionalism and respect for diversity. Will
sign and adhere to a code of conduct and an oath of confidentiality.
- Will
attend and apply relevant trainings.
- The
Monitoring Assistant-Helpdesk Support reports to the Monitoring Associate.
ACCOUNTABILITIES/RESPONSIBILITIES:
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Under the overall guidance and supervision of the CFM Team
Leader and to support the implementation of a functional CFM, the Monitoring
Assistant-Helpdesk Support is responsible for information sharing, data
capturing, case referral and closing the feedback loop in line with SOPs.
General responsibilities:
- Support
the empowerment of communities through the provision of accessible and
timely information and participation in decision making processes.
- Help
ensure efficient and effective coordination of AAP by collecting and
circulating within WFP and the humanitarian architecture information the
urgent needs and priorities of affected populations.
- Possess
or be willing to acquire professional-grade call handling skills,
displaying sensitivity, neutrality, and patience, and adherence to
confidentiality and data protection principles.
- Liaise
with IT focal point for troubleshooting any issue related to the
technology supporting feedback management.
- Demonstrate
an ability to learn quickly, follow procedures, and act professionally at
all times – especially under times of stress.
- Support
an environment of transparency and accountability by:
- Establishing
an easy-to-access and safe mechanism through which affected populations
can lodge feedback and complaints; and,
- Referring
feedback to humanitarian actors to ensure feedback loop closure
Specific Responsibilities:
- Receive
information requests, complaints and feedback, logging, referring and
closing the case and consent status appropriately, accurately and in a
timely manner into the CFM customer relationship management (CRM) tool as
per the consent provided by the CFM User and in line with SOPs.
- Conduct
surveys, if requested.
- Refer
cases to the relevant focal point as per the SOP. This includes following
procedures for handling sensitive cases, and allegations of sexual
exploitation and abuse (SEA) and fraud in a timely manner.
- Apply
training and performance management guidance. Provide support to peers as
required.
- Apply
WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects
of the data flow process, in all interactions with the CFM User, and
reporting any breaches of the PDPP.
- Maintain
a professional standard at all times, especially during difficult or
stressful interactions with CFM Users and colleagues.
- Pro-actively
identify and report to the CFM Team Leader areas for improvement of the
CFM, including but not limited to the accuracy and quality of information
being shared with the CFM User, technical issues with the CRM,
improvements to the data intake form, procedures on how to handle
difficult CFM Users.
- Support
visibility efforts to raise awareness of the CFM among affected populations,
WFP employees and humanitarian actors – this may involve field visits
and/or representation at meetings, among other activities.
- Disseminate
information on WFP programme implementation and assistance entitlements to
beneficiaries through different communication channels, as required.
- Contribute
to the CFM progress and performance reporting by providing inputs.
- Pro-actively
seek guidance from the CFM Team Leader as required.
- Perform
other duties as required.
DELIVERABLES AT THE END OF THE CONTRACT:
- First
case resolution rate, feedback loop closure rate and performance rating as
per the SOP.
- 100%
of sensitive cases and allegations of SEA and fraud referral accurately
and timely, as per the SOP.
- 100%
adherence to the PDPP.
- 100%
trainings completed.
- Zero
breach of code of conduct.
- Strengthened
and streamlined CFM processes as part of the overall objective to
strengthen accountability to affected populations.
- Solid
knowledge of WFP and relevant partner activities, procedures and
processes.
Desired Experience:
- Applied
knowledge and skills of client services management focused on addressing
clients/customers issues/problems.
- Applied
knowledge of CRM, multi-tasking in at least three languages interchangeably
- Applied
knowledge of the humanitarian, development and/or peace building
architecture.
_______________________________________________________________________________________
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education : Completion of secondary school
education. A post-secondary certificate in the related functional area
will be an advantage.
Experience:
Minimum of 2 years’ experience in client/customer services
functions including previous experience with an international organisation.
Work experience with a UN or other International Organization’s call centre or
CFM would be an asset.
Knowledge & Skills:
Excellent customer care and communication skills, uses tact
and courtesy to give and receive information to a wide range of individuals,
ability to identify data discrepancies and rectify problems requiring
attention, the ability to follow instructions. Demonstrated attention to
detail, solid IT skills (including working on multiple platforms
simultaneously), problem-solving skills, ability to work under pressure and
multi-task in a professional manner while meeting targets in a high pressure
environment. Excellent time management under minimal supervision and language
skills.
Languages:
Oral and written working knowledge of English,
Swahili and Kirundi. French is an asset.
Female applicants and qualified applicants are especially
encouraged to apply to this position.
WFP LEADERSHIP FRAMEWORK
WFP Leadership Framework guides to the common standards of
behavior that guide HOW we work together to accomplish our mission.
Click here to access WFP Leadership Framework
REASONABLE ACCOMMODATION
WFP is committed to supporting individuals with disabilities
by providing reasonable accommodations throughout the recruitment process. If
you require a reasonable accommodation, please contact: global.inclusion@wfp.org
NO FEE DISCLAIMER
The United Nations does not charge any application,
processing, training, interviewing, testing or other fee in connection with the
application or recruitment process. Should you receive a solicitation for the
payment of a fee, please disregard it. Furthermore, please note that emblems,
logos, names and addresses are easily copied and reproduced. Therefore, you are
advised to apply particular care when submitting personal information on the
web.
REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION
- All
applications must be submitted exclusively through our online recruiting
system. We do not consider CVs or applications sent by email, LinkedIn, or
any other channel.
- We
strongly recommend that your Workday profile is accurate and complete, and
that all sections are filled in, including your employment history,
academic qualifications, language skills, and UN grade (if applicable).
Once your profile is completed, please apply, and submit your application.
- If you
experience technical issues while submitting your application, you may
contact us at global.hrerecruitment@wfp.org. Please note that this
email is only for technical issues with an
application – unsolicited applications or documents sent to this
inbox will not receive a reply.
- At the
application stage, the only required documents are your CV and Cover
Letter. Additional documents (passport, certificates, recommendation letters,
etc.) may be requested later in the process.
- Only
shortlisted candidates will be contacted and invited to proceed to the
next stage of the recruitment process.
All employment decisions are made on the basis of
organizational needs, job requirements, merit, and individual qualifications.
WFP is committed to providing an inclusive work environment free of sexual
exploitation and abuse, all forms of discrimination, any kind of harassment,
sexual harassment, and abuse of authority. Therefore, all selected candidates
will undergo rigorous reference and background checks.
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.
How to Apply:
To submit your application, please follow the link
provided below.
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