Beneficiary Services Intern, Nairobi
World Food Programme
- Nairobi
- Training
- Full-time
- Engaging affected people in programme decisions makes food assistance more effective.
- Receive, log, respond to, escalate, manage feedback received through the three CFM channels (email, SMS, helpline) and provide feedback to the complainant within agreed timeframes.
- Analyse, categorize, and consolidate information about calls received and issues raised.
- Assist in capturing feedback throughout each stage of the project cycle from a beneficiary perspective by incorporating community consultations with appropriate attention to age, gender, and other characteristics.
- Work jointly with the entire beneficiary services team to regularly review and maintain the beneficiary feedback database.
- With guidance from the beneficiary services supervisor, interact with relevant units within WFP, partners, and government to escalate and follow up on complaints.
- Assist in drafting beneficiary communication materials.
- Administer mVAM surveys by collecting and submitting accurate, complete, and timely qualitative and quantitative data as required.
- Education : Currently enrolled in the University and have completed at least two years of undergraduate studies or have recently graduated from an undergraduate or graduate programme within the last 6 months from a university in the field of Community development, social sciences, data management, Communications, or other relevant .
- Language : Fluency in written and spoken English.
- Feedback Volume and Trends: Monitor the volume of feedback received over time and identify trends or patterns in the type of issues/complaints raised.
- Data Accuracy and Completeness: Ensure accuracy and completeness of data collected through surveys and feedback channels.
- Effectiveness of Communication Materials: Produce communication materials that are relevant and articulate.
- Timely and Efficient Handling of Feedback: ability to promptly receive, log, respond to, and manage feedback.
- Effective Analysis and Reporting: Capacity to analyze, categorize, and consolidate information from various sources to be able to extract meaningful insights from feedback received, aiding in decision-making processes.
- Integration of Beneficiary Perspectives: Actively capturing feedback throughout project cycles, ensuring representation from diverse beneficiary groups. This demonstrates a commitment to inclusivity and responsiveness to beneficiaries' needs.
- Maintenance of Beneficiary Feedback Database: Working well with the beneficiary services team to maintain an up-to-date and organized feedback database.
- Effective Communication and Collaboration: Ability to interact with internal units within the organization, partners, and government entities to escalate and follow up on complaints.
- Contribution to Material Development: Involvement in drafting beneficiary communication materials demonstrating your ability to articulate information effectively and tailor it to the intended audience.
- Accurate Data Collection for Surveys: Administering surveys accurately, collecting complete qualitative and quantitative data in a timely manner.
- Interns receive a monthly stipend from WFP depending on the duty station of assignment.
- WFP is not responsible for living expenses, arrangements for accommodation, necessary visas and related costs.
- WFP will recognize candidates' educational credentials from recognized institutions that have been certified by competent international or national authorities such as the United Nations Educational, Scientific and Cultural Organization (UNESCO) or Ministries of Education.
- The internship duration is 8 months, full-time.
- The deadline for receiving applications for this position is 29 April 2024
- Applications for this position will close at 11:59 p.m. (East African Time) on the deadline date.
- Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
- WFP embraces diversity and equal opportunity. We are committed to building a team that celebrates diversity and inclusivity in all ways.
- Employment is decided on the basis of competitive selection, qualifications and merit.