Programme Associate (Complaints and Feedback Mechanism) – WFP – Kyiv, Ukraine

  • Contract
  • Anywhere

English, Ukraine


Job Detail

  • Experience  4 Years
  • Gender  Both
  • Vacancy Number  JR118105
  • Education Level  Bachelors Degree
  • No of Vacancies   N/A
  • Grade Level/Post Level  N/A
  • Contract Duration  12 months (renewable)
  • Required Language  English, Ukraine
  • Hiring For  WFP
  • Age Requirement   18+
  • Recruitment Type  N/A

Job Description

What will you do in this position?  

You will support the Complaints and Feedback Mechanism (CFM) in relation to cash activities. This includes assisting with the collection, investigation, resolution, and communication of feedback and complaints through multiple channels. The role is essential in ensuring that the voices of affected populations are heard and that their concerns are addressed in a timely, respectful, and transparent manner.

Why work with WFP Ukraine?  

The war in Ukraine has had drastic consequences, both for people inside the country and for those around the world who depend on its food supplies. The war has caused immense suffering for civilians, displaced families, and disrupted supply chains and food production. It has caused one of the fastest forced population movements since the Second World War. Close to 6 million Ukrainians are still living as refugees across Europe, and almost 3.6 million are internally displaced. Many have lost their homes and livelihoods. As food production and supply lines are disrupted by fighting, many families in the east and south of Ukraine do not have reliable access to nutritious food.

WFP uses a combination of food and cash assistance to support communities affected by the war. This includes working with local partners to distribute food boxes in areas near the frontline and providing cash transfers in locations where people have access to banks and markets to buy food. Since March 2022, WFP has distributed food and cash assistance equivalent to 3.7 billion meals to people displaced and affected by the war.

At WFP Ukraine, we offer a wide range of benefits and entitlements and favorable working conditions for Service Contract holders. Some of them are:

✅ Competitive salaries per job level

✅ Pension contribution added to net salary

✅ Medical insurance with the possibility to enroll eligible dependents

✅ Applicable danger pay (revised on quarterly basis)

✅ Annual leave – 30 days per year

✅ 18 weeks of parental leave for birth mothers and 4 weeks of parental leave for non-birth parent

✅ 1 day per week remote working option within the duty station (subject to conditions)

✅ Accessible premises & reasonable accommodation

✅ Learning & development opportunities

How can you make a difference? 

In this position, you will have to:

1. Operational Oversight

  • Support the functioning of WFP’s Complaints and Feedback Mechanism (CFM), by ensuring accurate data entry, cleaning, and retrieval across hotlines, helpdesks, and community sessions.
  • Use tools such as Python, SQL, and Excel to aggregate, process, and prepare reporting pipelines and integrating feedback data into program dashboards.

​2. General Support

  • Contribute to WFP’s operational success by applying data-driven approaches to accountability and supporting other analytical tasks as required.

3. Knowledge Sharing

  • Share best practices in data management and analytics with colleagues to strengthen organizational capacity.
  • Document workflows and create reusable Python templates for complaint resolution and reporting.

4. Monitoring and Reporting

  • Track pending cases and generate automated monitoring reports using Python scripts.
  • Develop dashboards to visualize CFM performance metrics and ensure timely responses using tools like Tableau, Power BI, or similar platforms.

5. Capacity Building

  • Provide training and ad-hoc support to staff on data entry, complaint handling, and basic analytics.
  • Promote accountability by embedding evidence-based practices and data literacy among stakeholders.

6. Process Improvement

  • Analyze feedback trends using Python (pandas, NumPy) to identify recurring issues and bottlenecks.
  • Design beneficiary-focused solutions informed by data visualization and collaborate with teams to streamline workflows.

7. Complaint Resolution

  • Support investigation and resolution of complaints by extracting and analyzing case data.
  • Ensure confidentiality and transparency by maintaining secure records and generating clear updates for recipients.

To join us in saving lives, changing lives, you will have:

Education: Secondary school certificate plus a post-secondary certificate in a related field (e.g., Social Sciences, Public Administration, Business Management).

Experience: At least six years or more years of progressively responsible relevant work experience in humanitarian assistance, social work, customer service, or a related field with demonstrated use of SQL and Python for analytics. Post-secondary education can compensate for some years of experience.

  • Three (3) years of work experience in combination with a Master’s Degree;
  • Four (4) years of work experience in combination with a Bachelor’s Degree.

Knowledge & Skills:

  • Proficiency in SQL, Python (pandas, NumPy) for data analysis and visualization.
  • Excellent problem-solving skills, with the ability to think critically and propose systemic solutions.
  • Strong attention to detail and a commitment to data accuracy and confidentiality.
  • Proactive and results-oriented, with a focus on beneficiary satisfaction
  • Ability to work in high-pressure environments, meeting strict deadlines, and managing multiple priorities.

Language: Fluency (level C) in both in English and Ukrainian languages.

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:  [email protected]

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 [email protected] in case you face any challenges with submitting your application
  • Only shortlisted candidates will be notified

Apply Via the Official Website 

To help us track our recruitment effort, please indicate in your cover//motivation letter where (vacanciesinukraine.com) you saw this job posting.