Community Feedback Assistant

Host entity: WFP

Volunteer type: National

Areas of expertise: Data science, information management, Artificial Intelligence, Community development, Knowledge management, research, reporting

Application deadline: 16/11/2026

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.

Assignment 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 the appropriate training to conduct their work in a professional manner, including training to register cases on WFP’s corporate system for feedback management (SugarCRM or CO solution for feedback management).
• Is expected to carry out their work in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity. Will sign and adhere to a code of conduct and an oath of confidentiality.
• Will attend and apply relevant trainings.
• The Community Feedback Assistant 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 and 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, and participating in relevant meetings as requested by the supervisor.
• Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress.
• Support an environment of transparency and accountability by:
o Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and,
o Referring feedback to humanitarian actors to ensure feedback loop closure

Specific Responsibilities:
• Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per 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. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud 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, in all interactions with the CFM User, and reporting any breaches of the PDPP.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
• Pro-actively identify and report to the CFM Team Leader areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM Users.
• Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
• Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required.
• Contribute to the CFM progress and performance reporting by providing inputs.
• Pro-actively 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 referral accurately and timely, as per the SOP.
• 100% adherence to the PDPP.
• 100% trainings completed.
• Zero breach of 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 and processes.

Skills and experience

• Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems.
• Applied knowledge of CRM, multi-tasking in at least two languages interchangeably
• Applied knowledge of the humanitarian, development and/or peace building architecture.

Other Skills:
Excellent customer care and communication skills, uses tact and courtesy to give and receive information to a wide range of individuals.
Ability to identify data discrepancies and rectify problems requiring attention, the 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 and multi-task in a professional manner while meeting targets in a high-pressure environment. Excellent time management under minimal supervision and language skills.

Competencies and values

• Care, respect, integrity, trust, accountability and 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, and manages ambiguity and complexity.

Living conditions

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, and a relatively calm living environment, making 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, and access to local markets and social facilities. While infrastructure in more remote districts and refugee-hosting areas may be comparatively basic, these locations offer significant opportunities for community engagement and exposure to the region’s humanitarian and development landscape.

Kigoma is accessible through road, rail, lake transport, and 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 centers, with a growing presence of international and humanitarian partners supporting service delivery across the region.

The local economy is largely driven by agriculture, fishing and trade. Vibrant local markets provide access to fresh produce, fish, and other daily necessities, while the lakeside setting and nearby natural attractions contribute to a unique quality of life.

Full eligibility requirements, conditions of service and application instructions are available on the official UNV platform.