Beneficiary Services Intern at World Food Programme (WFP)

JOB PURPOSE

Accountability to affected populations (AAP) is one of the core values that helps WFP to provide the best possible service to the people it assists. WFP’s commitment to AAP is founded on two main principles:

• Affected people have a right to be actively involved in the decisions that affect their lives.
• Engaging affected people in programme decisions makes food assistance more effective.
• To operationalize and achieve these commitments to AAP, the WFP Kenya Beneficiary Services team focuses on the following components: beneficiary engagement and communications, community feedback and response mechanisms (CFM), mobile monitoring (mVAM) and beneficiary identity management.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the guidance and Support of the Beneficiary Services team, the intern will:

• 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.

STANDARD MINIMUM QUALIFICATIONS

• 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.