The Ugandan Jobline

• Review and maintain the feedback database
• Answer, log, respond to, escalate, and
  manage incoming calls
• Analyze, categorize, and consolidate
  information about calls received and issues raised
• Keenly interact with relevant units within
  WFP, partners and government to follow up on complaints
• Send timely feedback to the complainant
  within agreed timeframes
• Send regular updates on complaints and
  feedback from beneficiaries and share with the WFP Uganda field offices,
  focal persons, implementing partners, and management
• Share findings and recommendations with
  the Programme Units and Implementing partners
• Manage and keep updated a Complaint &
  Feedback Mechanism (CFM) Focal Points Network
• Provide support in the training WFP staff,
  and rollout of the hotline to the Country Office
• Perform any other duties as required.

• Weekly status reports on complaints
  received and feedback given;
• Monthly analysis and response reports;
• Effective communication between
  stakeholders to ensure smooth case management;
• Timely feedback to complainants;
• Minutes of weekly complaints committee
  meetings, and periodic reports on the findings, recommendations and
  lessons learned;

• The ideal candidate for the United Nations
  UN World Food Programme (WFP) Business Support Assistant (Helpline
  Operator) job opportunity should hold a University degree in Business
  Administration, Social Sciences or any other related field or a diploma
  supplemented with additional years of relevant experience obtained from a
  recognised institution;
• A minimum of four years of progressively
  responsible support experience from a reputable organisation;
• Excellent communication skills and ability
  to work collaboratively with multiple stakeholders
• Strong people skills and client oriented;
• Demonstrable experience working with
  various communities;
• Experience in handling sensitive issues
  with discretion;
• Good analytical skills and ability to
  clearly synthesize and present findings, draw practical; conclusions and
  to prepare written reports in a timely manner;
• Experience of database knowledge
  management;
• Computer literacy skills i.e. proficiency
  in Microsoft Office (Word, Excel and PowerPoint);
• Background in protection and feedback
  mechanisms desirable;
• Fluency in oral and written communication
  in English required;
• Languages: Applicants must be proficient
  in any one, or more, of these languages are highly encouraged to apply:
  Ngakaramajong, Kiswahili, Arabic, Dinka, Nuer, Madi, Kinyabwisha, Somali,
  Kinyarwanda and Kirundi;

• 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.

• 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.

• 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.

• 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.

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