Community Feedback Assistant
About the role
General Description of assignment title Community Feedback Assistant Assignment country United Republic of Tanzania Duty stations Kasulu Work location On UN premises Expected start date 2027-01-01 Expected end date 2028-01-01 Sustainable Development Goal 2. Zero hunger Host entity WFP Modality Onsite Type National Volunteer category Community Work schedule Full-time Number of Assignments 1 Duration 12 months Advertisement end date 2026-11-16 Details Mission and objectives The World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience. Context WFP seeks a Community Feedback Assistant to be a community-facing communication focal point that receives, logs and refers to feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). The Community Feedback Assistant 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 Community Feedback Assistant reports to the Monitoring Associate Task description Under the overall guidance and supervision of the CFM Team Leader and to support the implementation of a functional CFM, the Community Feedback Assistant 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. • Support AAP activities through community feedback collection and documentation, referring sensitive cases through established reporting channels, and participating in relevant meetings as requested by the supervisor. • 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: o Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and, o 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 t