Monitoring Assistant (Complaints & Feedback Mechanism),Service Contract,level-5-Kirehe Field Office

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Career Opportunities: Monitoring Assistant (Complaints & Feedback Mechanism),Service Contract,level-5-Kirehe Field Office (101117)

.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.


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.



  • Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
  •  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
  •  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
  •  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.


  • Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
  •  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
  •  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
  •  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.


  • Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
  •  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
  •  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
  •  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.


  • Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
  •  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
  •  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
  •  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.


This job will be based in WFP Rwanda, Kirehe Field Office and job holder will work under the direct supervision of the Head of Field office. At this level, the job holder will be expected to take responsibility for completion of a range of processes and activities related to monitoring of cash transfers that require some interpretation of standard guidelines/practices.


Within the delegated authority, the Monitoring Assistant (SC5) will be responsible for managing all aspects of the complaints and feedback mechanism (CFM) related to Cash-Based Transfers (CBT) and other activities at the field office.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the overall supervision of the Head of Field Office, the incumbent shall perform the following duties:

  1. Act as the first point of contact for beneficiaries reporting complaints and providing feedback to all matters concerning Cash Transfers (CBTs).
  2. Document all complaints and feedback provided by beneficiaries as per the agreed formats and immediately provide appropriate responses and/or direct redress where possible.
  3. Closely work with and engage partners at the field levels especially UNHCR and MIDIMAR to address pending litigation related complaints that delay assistance to beneficiaries particularly beneficiary registrations, family splits and reunifications, etc. In addition, the Monitoring Assistant will work closely with the Cash Distribution Monitoring Assistant to ensure that all registered beneficiaries appear on the monthly cash disbursement lists.
  4. Regularly follow up on all reported cases to ensure that the complaints documented prior have been dealt with accordingly and where no action has been taken, immediately report to the appropriate parties for further action.
  5. Take lead role to inform complainants on the progress and action being taken to resolve their complaints.
  6. Participate in the monthly all camp sensitization and consultative feedback meetings to among others, provide updates from the complaints desk as well as behavioral change advice to avoid some of the complaints in the subsequent future.
  7. Closely liaise with the CFM database Manager at the Country Office to provide inputs in CFM system. 


Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. 
Language: Fluency in both oral and written communication in  English and/or French. The knowledge of both is an added value. Fluency in Kinyarwanda.

Experience: At least five years of progressively responsible support experience including at least three years in the field of programme operations


  • Strong interpersonal skills; courtesy, tact, and ability to work effectively with people of different national and cultural background.
  • Ability to interpret and analyze a wide variety of programme issues and statistical information, and to maintain accurate and precise records.
  • Ability to communicate in a team with people from different nationalities, cultural and ethnic backgrounds, ability to work in a team environment and achieve common goals.
  • Experience in handling sensitive issues with discretion.
  • Good analytical skills and ability to clearly synthesize and present findings, draw practical conclusions and to prepare written reports in a timely manner.
  • Excellent skills in Microsoft Office (Word, Excel, and PowerPoint).


• Has experience to collect programme output and outcome data, conducting quantitative and qualitative analyses, and reporting findings to the management team, partners and other stakeholders.
• Has experience utilizing WFP monitoring and evaluation systems and standards.


Eligibility: This position is open to Rwandan nationals or anyone with a valid permit to live and work in Rwanda.

Duration of Post: 1 year renewable, subject to successful performance and availability of funds.

Contract Type: Service Contract, Level 5


21 November 2018

Qualified Female applicants are especially encouraged to apply

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