DEADLINE FOR APPLICATIONS28 May 2025-23:59-GMT+02:00 Eastern European Time (Chisinau)
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
ABOUT WFP
The World Food Programme is the worldโs largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.
At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.
WHY JOIN WFP?
WFP is a 2020 Nobel Peace Prize Laureate.
WFP offers a highly inclusive, diverse, and multicultural working environment.
WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).
JOB TITLE: Community Feedback Mechanism (CFM) Operator
TYPE OF CONTRACT: Service Contract, SC5
UNIT/DIVISION: CFM
DUTY STATION (City, Country): Chisinau, Moldova
DURATION: 6 months (Renewable)
BACKGROUND
The World Food Programme (WFP) is the world's largest humanitarian agency, working towards achieving a world with zero hunger. Since the beginning of the Ukraine refugee crisis in February 2022, WFP set up operations in Moldova to assist in the refugee response. To respond to the deepening vulnerabilities of the crisis-affected populations and to strengthen the government shock-responsive capacity, WFP strengthened its collaboration with the host government, specifically around social protection. To support and nourish WFPโs mandate in Moldova, including its exit from Moldova in 2026, WFP Moldova is now seeking to fill the position of Community Feedback Mechanism (CFM) Operator SC5.
PURPOSE OF THE ASSIGNMENT
Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the CFM Operator is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.
KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority)
โข 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.
โข Conduct surveys, if requested.
โข 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.
โข Apply training and performance management guidance. Provide support to peers as required.
โข Apply WFPโs 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.
โข Always maintain a professional standard, especially during difficult or stressful interactions with CFM Users and colleagues.
โข Pro-actively identify and report to the CFM Manager 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.
โข Be aware of challenges and sensitive to pay due attention to the needs of the affected populations with special focus on persons with disabilities, women, children and elderly.
โข Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors โ this may involve field visits and/or representation at meetings, among other activities.
โข Pro-actively seek guidance from the CFM Manager as required.
โข Perform other duties as required.QUALIFICATIONS & EXPERIENCE REQUIRED
Education
Completion of Secondary School Education with 5 years of relevant experience is required. Completion of a University Degree is desirable.
Experience
Relevant experience is described as experience in client/customer services functions. Experience working in a call center would be an asset.
LANGUAGES:
Fluency in English, Romanian and Russian Languages (read, write, speak) is required for this role.
WFP LEADERSHIP FRAMEWORK
WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.
Click here to access WFP Leadership Framework
REASONABLE ACCOMMODATION
WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global.inclusion@wfp.org
NO FEE DISCLAIMER
The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION
We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
Once your profile is completed, please apply, and submit your application.
Please make sure you upload your professional CV in the English language
Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
Only shortlisted candidates will be notified
All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.
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.