Vacancy title:
Community Feedback Assistant at WFP November 2026

[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Customer Service, Business Operations, Transportation & Logistics]

Jobs at:
WFP

Deadline of this Job:
Sunday, November 15 2026

Duty Station:
Dar es Salaam | Dar es Salaam

Summary
Date Posted: Tuesday, November 3 2026, Base Salary: Not Disclosed

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JOB DETAILS:

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.

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Career

CAREERS

Professional development courses

Eligibility criteria

Age

18 – 80

Required experience

No experience required

Nationality

Candidate must be a national, legal resident or hold refugee status in the country of assignment.

Assignment requirements

Relevant experience

1 year

Languages

English, Level: Working knowledge, Desirable Swahili, Level: Fluent, Desirable Kirundi, Level: Native language, Desirable

Required education level

Technical/vocational diploma in Community engagement, communication, feedback and complaints management, data management and other related fields.

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.

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.

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Area(s) of expertise

Data science, information management, Artificial Intelligence, Community development, Knowledge management, research, reporting

Driving license

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Other information

Volunteerism is understood as a wide range of activities undertaken of free will, for the general public good, for which monetary reward is not the principal motivating factor.

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

Please review job requirements before applying

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