Community Feedback Assistant

Closing date: 2026-11-17 Hiring location: Kigoma Career level: Middle Qualification: Bachelor Degree Experience: 3 - 5 Years Job Description Host Entity: World Food Programme (WFP) Assignment Country: United Republic of Tanzania Duty Station: Kasulu Work Location: On UN Premises Modality: Onsite Type: National Volunteer Category: Community UCoS from Apr 2026 Work Schedule: Full-time Number of Assignments: 1 Expected Start Date: 1 January 2027 Duration: 12 months, with possibility of extension Recruitment Type: Competitive Recruitment Sustainable Development Goal: 2. Zero Hunger Advertisement End Date: 17 November 2026 at 03:00 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 appropriate training to conduct their work in a professional manner, including training to register cases on WFP’s corporate system for feedback management, such as SugarCRM or the Country Office solution for feedback management. The Community Feedback Assistant: • Is expected to carry out their work in accordance with the UN’s three core principles of: • Integrity • Professionalism • Respect for diversity • Will sign and adhere to: • A code of conduct • An oath of confidentiality • Will attend and apply relevant trainings. • 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 • 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 • Participating in relevant meetings as requested by the supervisor • Possess or be willing to acquire professional-grade call-handling skills, displaying: • Sensitivity • Neutrality • Patience • Adherence to confidentiality principles • Adherence to data protection principles • Liaise with the IT focal point for troubleshooting any issue related to the technology supporting feedback management. • Demonstrate an ability to: • Learn quickly • Follow procedures • Act professionally at all times, especially during periods 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. • Referring feedback to humanitarian actors to ensure feedback-loop closure. SPECIFIC RESPONSIBILITIES • Receive information requests, complaints and feedback. • Log, refer and close cases and consent status appropriately, accurately and in a timely manner in the CFM Customer Relationship Management (CRM) tool. • Ensure cases are handled according to 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. • Follow procedures for handling sensitive cases, including: • Allegations of sexual exploitation and abuse (SEA) • Fraud • Ensure sensitive cases are referred 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 • Interactions with CFM Users • Report any breaches of the PDPP. • Maintain a professional standard at all times, especially during difficult or stressful interactions with: • CFM Users • Colleagues • Proactively identify and report to the CFM Team Leader areas for improvement of the CFM, including but not limited to: • Accuracy and quality of information being shared with the CFM User • Technical issues with the CRM • Improvements to the data intake form • Procedures for handling difficult CFM Users • Support visibility efforts to raise awareness of the CFM among: • Affected populations • WFP employees • Humanitarian actors • Visibility efforts may involve: • Field visits • Representation at meetings • Other related activities • Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required. • Contribute to CFM progress and performance reporting by providing inputs. • Proactively 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 referred accurately and in a timely manner, as per the SOP. • 100% adherence to the PDPP. • 100% of trainings completed. • Zero breach of the 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 • Processes ELIGIBILITY CRITERIA Age • 18 to 80 years. Required Experience • The eligibility section states: No experience required. Nationality The candidate must: • Be a national of the country of assignment, or • Be a legal resident of the country of assignment, or • Hold refugee status in the country of assignment. ASSIGNMENT REQUIREMENTS Relevant Experience • 1 year Source Note: The source separately states “No experience required” under Eligibility Criteria and “1 year” under Relevant Experience in Assignment Requirements. Both requirements have been preserved as provided. LANGUAGE REQUIREMENTS • English: Working knowledge, desirable • Swahili: Fluent, desirable • Kirundi: Native language, desirable REQUIRED EDUCATION LEVEL Technical/vocational diploma in: • Community engagement • Communication • Feedback and complaints management • Data management • Other related fields COMPETENCIES AND VALUES • Care • Respect • Integrity • Trust • Accountability • Sustainability • Demonstrates self-awareness and ethical awareness. • Works collaboratively with others and builds effective partnerships. • Innovates and embraces change. • Thinks and acts strategically. • Drives to achieve impactful results. • Manages ambiguity and complexity. SKILLS AND EXPERIENCE • Applied knowledge and skills in client-services management focused on addressing client/customer issues and problems. • Applied knowledge of CRM. • Ability to multitask in at least two languages interchangeably. • Applied knowledge of the: • Humanitarian architecture • Development architecture • Peace-building architecture OTHER SKILLS • Excellent customer-care skills. • Excellent communication skills. • Ability to use tact and courtesy to give and receive information to a wide range of individuals. • Ability to identify data discrepancies and rectify problems requiring attention. • 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. • Ability to multitask in a professional manner while meeting targets in a high-pressure environment. • Excellent time management under minimal supervision. • Language skills. AREAS OF EXPERTISE • Data science • Information management • Artificial Intelligence • Community development • Knowledge management • Research • Reporting DRIVING LICENSE No driving licence requirement is specified in the source. OTHER INFORMATION Volunteerism is understood as a wide range of activities undertaken of free will, for the general public good, for which monetary reward is not the principal motivating factor. LIVING CONDITIONS AND REMARKS Kigoma Region offers a unique and enriching living experience along the shores of Lake Tanganyika in the country’s western corridor. The region is known for its warm tropical climate, with temperatures generally ranging between 20°C and 30°C, complemented by a rainy season from approximately October to April. Kigoma provides a blend of: • Natural beauty • Cultural diversity • A relatively calm living environment This makes it an attractive duty station. In Kigoma town, housing options range from modern serviced residences to standard family homes equipped with essential amenities such as: • Electricity • Running water • Access to local markets • Access to social facilities While infrastructure in more remote districts and refugee-hosting areas may be comparatively basic, these locations offer significant opportunities for: • Community engagement • Exposure to the region’s humanitarian and development landscape Kigoma is accessible through: • Road • Rail • Lake transport • Domestic flights connecting the region to other parts of Tanzania, including Dar es Salaam Public transportation is available, though travel to remote areas may require careful logistical planning, particularly during the rainy season. Health and education services are available within urban centres, with a growing presence of international and humanitarian partners supporting service delivery across the region. The local economy is largely driven by: • Agriculture • Fishing • Trade Vibrant local markets provide access to: • Fresh produce • Fish • Other daily necessities The lakeside setting and nearby natural attractions contribute to a unique quality of life. INCLUSIVITY STATEMENT United Nations Volunteers is an equal opportunity programme that welcomes applications from qualified professionals. UNV is committed to achieving diversity in terms of gender and other protected characteristics. As part of their adherence to the values of UNV, all UN Volunteers commit themselves to: • Combat any form of discrimination. • Promote respect for human rights. • Promote individual dignity without distinction based on: • Race • Sex • Gender identity • Religion • Nationality • Ethnic origin • Sexual orientation • Disability • Pregnancy • Age • Language • Social origin • Other status COVID-19 VACCINATION REQUIREMENTS Selected candidates for certain occupational groups may be subject to inoculation or vaccination requirements, including against SARS-CoV-2 (COVID-19), in line with the applicable host entity policy. SCAM WARNING The United Nations does not charge any: • Application fee • Processing fee • Training fee • Interviewing fee • Testing fee • Other fee connected with the application or recruitment process If you receive a solicitation for payment of a fee, you should disregard it. Applicants are also advised to take particular care when submitting personal information on the web because emblems, logos, names and addresses can be easily copied and reproduced. HOW TO APPLY The vacancy is listed for competitive recruitment and the source provides an “Apply” option. Advertisement End Date: 17 November 2026 at 03:00 Skills required: Collaboration Skills; Communication Skills; Computer Skills