The Ugandan Jobline

• The Programme and Policy assistant (Helpline manager) will be
  directly responsible for the overall management and coordination of
  activities with the Helpline unit.
• Be responsible for the drafting, tracking and achievement of the
  Helpline unit work plan.
• Draft and prepare unit projections and budget requirements.
• Oversee team performance management, coaching, mentoring and
  facilitate performance evaluation.
• Manage and keep updated a Complaint & Feedback Mechanism (CFM)
  Focal Points Network at field office level.
• Maintain and enhance relationships with all WFP field offices to
  ensure that helpline operators have up to date information to handle calls
  effectively.
• Provide logistical and administrative support and coordinate
  procurement requirements.
• Provide regular feedback to the Head of Analysis, Monitoring,
  Evaluation and Learning and flag high issues of concern from the persons
  of concern.
• Prepare accurate, timely monthly reports, and any other reports as
  required.
• Manage and respond to incoming calls as well as maintain the
  feedback Sugar CRM database.
• Analyze categorize and consolidate information about calls received
  and issues raised Interact with relevant units within WFP, partners and
  government to follow up on complaints.
• Provide 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.
• Assist with training WFP staff at Country office level and field
  office on the Beneficiary Feedback Mechanisms and Sugar CRM database.
• Perform any other duties assigned.

• The ideal candidate for the United Nations UN World Food Programme
  (WFP) Programme Assistant (Help Line Manager) job placement should hold a
  Bachelor’s degree obtained from a recognized education institution in any
  of the following areas: Development Studies, Business Administration,
  Public Administration and Management Social Sciences or any other related
  field.
• At least three years of experience in managing organizations’
  relationships and engagement with people of concern.
• Strong team leadership skills and supervisory skills
• Strong interpersonal relationship skills
• Experience in collaborative work with national governments,
  international NGOs and/or UN agencies.
• Possess demonstrated success in supporting senior management,
  building relationships, and teamwork.
• Experience in general office administration and management.
• Has facilitated communication with technical teams (i.e. nutrition,
  VAM, etc.).
• Has contributed to implementation of programmes.
• Has observed or assisted with policy discussions.

• Programme Lifecycle & Food Assistance: Can facilitate implementation of food
  assistance programmes under guidance using basic understanding of
  principles and good practices of programme design, implementation and
  monitoring.
• Transfer Modalities (Food, Cash, Vouchers): Demonstrates ability to facilitate,
  under guidance, food assistance programme implementation that deploys full
  range of transfer modalities with an understanding of basic principles
  guiding modality selection and implementation.
• Knowledge of Specialized Areas: Understands basic technical concepts and data and their relevance
  to food assistance programmes.
• Emergency Programming: Displays capacity to provide inputs into the development, implementation
  and realignment of high quality emergency programmes.
• Strategic Policy Engagement w/Govt: Understands and applies basic
  principles of engagement with government counterparts at the national or
  local level.

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