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. WFPs 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. DELIVERABLES / OUTPUTS 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. SUCCESS CRITERIA 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.
