Senior Programme Associate (AAP) SC7- Pemba
World Food Programme (WFP)
Closed on 4 Aug 2020
Location: Pemba (Mozambique)
Grade: SC7, Associate
Apply Now
Added 2 weeks ago
Job Description

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.


On behalf of the Humanitarian Cluster Team (HCT), the World Food Programme (WFP) established an inter-agency complaints and feedback mechanism (CFM) as part of the Cyclone Idai humanitarian response’s accountability to affected populations (AAP). The CFM consists of a toll-free hotline managed from Maputo and complaints boxes at food distribution sites as well as being linked to other community-based complaints mechanisms managed by humanitarian partners and is an important aspect of WFPs commitment to ensuring Accountability to Affected Populations (AAP). Additionally WFP recognizes the importance of ensuring both strong communications to communities on the ongoing interventions and the rights of the affected populations to strengthen the response and better ensure the protection of the people WFP and it’s partners support.

To facilitate the effective implementation of these commitments, WFP is seeking a Senior Programme Associate for AAP in Cabo Delgado to manage the complaints boxes, report and track issues raised through boxes, support Linha Verde 1458 and follow up on issues raised through the CFM to enable timely closure of feedback loops while also enabling the tracking and communication of any programme adjustment as a result of the issues raised.


Education: Completion of undergraduate university degree.

Language: Fluency in both oral and written communication in English, Portuguese and desirable spoken proficiency in relevant local languages: Makuwa, Kimwani, Makonde


The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

KEY ACCOUNTABILITIES (not all-inclusive)
  1. The officer will be responsible for overseeing the allocation of complaints boxes to distribution sites, working in close collaboration with Field Monitors and Cooperating Partners (CP) ensuring that boxes are returned to the provincial capital on a two-weekly basis to ensure timely feedback of any notes received via the boxes.
  2. Acknowledge all issues raised and referred through from the central CFM management system (SugarCRM) - analyse and refer onwards to CPs and/ or identify actions were needed.
  3. Liaise directly with CPs and other humanitarian partners as relevant on any issues raised through the boxes to close the feedback loop.
  4. Raise awareness of the CFM components among affected populations and response partners.
  5. Attend coordination meetings and meetings with bilateral partners to ensure coordination of response to feedback and document action taken. Ensure CFM Manager is informed of updates to enable a relevant, effective Knowledge Management System (KMS).
  6. Support in the application of standard operating procedures (SOP) for safe and dignified distributions and ensure the application of the data protection.
  7. Produce regular reports analyzing trends feeding up through food distribution help desks and complaints boxes.
  8. Support the adjustment of the communications and outreach strategy according to the needs of affected populations on the ground.

These jobs are found in Regional Bureaux (RBs), Country Offices (COs), Area/Field Offices (AOs/FOs). The job holders typically report to a Programme Policy Officer or Head of Field Office.
At this level, job holders are responsible for technical work including the planning, implementation and co-ordination of activities that require thorough understanding of programme/project context, issues and ability to apply a range of guidelines/practices. They independently handle a wide range of specialized programme or policy support activities and may be involved in analytical work. Work performed typically has a substantial impact affecting other parts of the programme. Job holders demonstrate initiative in the identification and resolution of a wide range of issues/problems, and effectively handle unforeseen situations. They may act as technical focal points in the area of vulnerability assessment and analysis. Job holders set objectives, resolve wide-ranging issues and unforeseen problems, supervise and coach a team of support staff within an area of responsibility.

  1. Maintain regular communication with Programme to ensure programme changes are captured, shared with the Linha Verde 1458 Manager to update in the Knowledge Management System (KMS) so that all Linha Verde 1458 Operators have access to the latest, most accurate information.
  2. Work with the Linha Verde 1458 manager to follow up on issues raised through the call centre at the local level – food related or liaise with clusters or specific actors as required.
  3. Represent WFP at the sub-national protection working group in Pemba and collaborate with protection mandated organizations on better integrating and maintresming protection and AAP into the humanitarian response.
  4. Maintain relationship with the National Institute for Disaster Management (INGC) and Ministry of Gender, Children and Social Action (MGCAS) – informing them of trends and sharing reports on a regular basis, and working directly with them on any issues reported regarding government services as part of the Idai response.
  5. Ensure prompt referral of cases of sexual exploitation and abuse (SEA) to relevant Protection from SEA (PSEA) focal points to ensure timely action.


  • Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
  • Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
  • Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
  • Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.


  • Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
  • Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
  • Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
  • Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.


  • Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
  • Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
  • Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
  • Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.


  • Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
  • Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
  • Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
  • Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfil the needs of internal and external partners.
  • Has demonstrable experience of rural community development programmes including communications with communities
  • Has demonstrable experience of effectively engaging with rural communities on food assistance, health, nutrition, child protection or gender-based violence.
  • Has experience of working producing quality activity reports, including data analysis
  • Has experience of liaising with local government and working with different project partners
  • Has contributed to the implementation of participant protection activities or complaints and feedback mechanisms
  • Has demonstrable experience in external communications through a range of media channels.

Capability Name Description of the behaviour expected for the proficiency level
Programme Lifecycle & Food Assistance Demonstrates ability to identify key variables and contextual factors that affect food assistance problems and programmes throughout the lifecycle to inform quality programme design or re-design.
Transfer Modalities (Food, Cash, Vouchers) Demonstrates ability to analyse and consolidate quantitative and qualitative information from different sources (e.g., market studies) to inform transfer modality selection and programme development.
Broad Knowledge of Specialized Areas Demonstrates the ability to interpret basic data in the context of WFP specialised fields to contribute to technical programme design, implementation and monitoring.
Emergency Programming Displays capacity to provide inputs into the development, implementation and realignment of high quality emergency programmes.
Strategic Policy Engagement w/Government Understands and applies basic principles of engagement with government counterparts at the national or local level.

Type of contract: Service contract (SC7)

Duration: 1 year renewable if required


No later than: 04.08.2020


Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

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.

About WFP

Assisting 91.4 million people in around 83 countries each year, 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.

As the international community has committed to end hunger, achieve food security and improved nutrition by 2030, one in nine people worldwide still do not have enough to eat. Food and food-related assistance lie at the heart of the struggle to break the cycle of hunger and poverty.

On any given day, WFP has 5,000 trucks, 20 ships and 92 planes on the move, delivering food and other assistance to those in most need. Every year, we distribute more than 15 billion rations at an estimated average cost per ration of US$ 0.31. These numbers lie at the roots of WFP’s unparalleled reputation as an emergency responder, one that gets the job done quickly at scale in the most difficult environments.

WFP’s efforts focus on emergency assistance, relief and rehabilitation, development aid and special operations. Two-thirds of our work is in conflict-affected countries where people are three times more likely to be undernourished than those living in countries without conflict. 

At WFP, we are committed to providing a safe and respectful work environment for all our employees. We adopt a zero-tolerance approach to sexual harassment, harassment, abuse of authority and discrimination in the workplace. WFP has a clear and robust framework (HSHAPD Policy) to address and deter such behaviour. 

The World Food Programme created an Ethics Office in 2008 to ensure that all staff members observe and perform their functions with the highest standards of integrity, as required by the Charter of the United Nations, and in accordance with the Standards of Conduct for the International Civil Service.

At the same time, WFP adopted a Whistleblower Protection Policy to guard against retaliation for individuals who report misconduct, provide information in good faith on wrongdoing by one or more employees, or cooperate with a duly authorized audit or investigation.