Programme Policy Officer

DEADLINE FOR APPLICATIONS

31 October :59-GMT+06:00 Bangladesh Standard Time (Dhaka)

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:  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).

As part at its Accountability to Affected People's commitment, WFP collates data and analyzes community feedback through the Community Feedback Mechanism and its various channels, including the Helpdesk, toll-free hotline, complaint box. As the CO embarks on the protection-sensitive prioritization process, the Country Office anticipates a significant increase in the volume of complaints and feedback from affected populations. It is therefore essential to ensure that the CFM is robust, responsive, and fully aligned with WFP's corporate standards. The consultant will focus on the preparation, implementation, and follow-up of a reinforced CFM to support the prioritization approach.
The consultant will help scale up CFM to improve accessibility across all programme areas and align tools and processes with WFP's corporate standards. They will also strengthen information management and build staff capacity to ensure timely, effective responses to community feedback.
This consultancy will be instrumental in ensuring that WFP remains accountable to the communities we serve and is able to respond effectively to their needs and concerns.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Design and finalize the helpdesk and Appeals mechanism to effectively address feedback arising from the protection-sensitive prioritization exercise.
• Develop standard responses and issue escalation pathways for expected complaints.
• Ensure that case closure is clearly documented, and beneficiaries are informed about their case resolution.
• Identify and onboard additional operators through internal TDYs.
• Review existing helpdesk arrangements in CPs FLAs and propose enhancements to ensure adequate support and complaint intake.
• Review case categorization by program and support WFP CPs to adopt WFP's case categorization, standard intake form and reporting system to ensure alignment with corporate guidance and standards.
• Support the CO throughout the Sugar CRM3 cohort sessions, including the review and finalization of issue escalation pathway for low, medium and high priority cases.
• Establish protocols for complaint sharing with UNHCR (review for IOM), facilitate their presence at re-registration desks, and support updates to PROGRESS based on new complaint information.

Secondary tasks:

• Review existing SOP and Support CO to finalize CFM SOPs.
• Develop CFM strategy including scale up of CFM for all programmes and activities in Cox's Bazar, including Resilience activities.
• Develop and implement trainings to CO on the newly developed case categories and harmonization across all CFM channels including helpdesk, hotline, field monitors.
• Support CO to strengthen data analysis and reporting of CFM trends to ensure data drives programmatic and strategic advocacy directives, as well as integrated CFM and PM analysis through supporting the development of a weekly report, monthly report and quarterly report.
• Any other emerging tasks, as required linked to upcoming prioritization roll out.  

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: 

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

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).

• Once your profile is completed, please apply, and submit your application.

• Please make sure you upload your professional CV in the English language

• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter

• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time

• Please contact us at in case you face any challenges with submitting your application

• Only shortlisted candidates will be notified

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.

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