Community Help Desk — Food & Cash Assistance (Temporary, 3 positions)

TheRole.The Community Help Desk Assistant supports implementation and management of Community Feedback Mechanisms (CFM) at distribution sites, ensuring affected populations can access information, raise concerns, and receive timely responses. The role contributes to accountability, protection and transparency by managing complaints, feedback and inquiries in line with WFP Help Desk standards, while maintaining confidentiality, dignity and inclusion of vulnerable groups.Key responsibilitiesHelp Desk operations & community engagementOperate the Help Desk during registration and distribution activities.Provide accurate information to beneficiaries and non-beneficiaries about assistance programmes.Promote awareness of complaint and feedback mechanisms (CFM).Ensure the Help Desk is accessible, visible and inclusive for all community members.Case intake, documentation & data managementRegister complaints, feedback and inquiries using digital tools (e.g., KoBo).Ensure proper case categorization, prioritization and documentation.Maintain accurate and confidential records of all cases.Submit daily case reports in line with WFP requirements.Case resolution & referralResolve simple cases on the spot (first contact/first case resolution).Escalate complex or sensitive cases to relevant teams or WFP.Facilitate referrals for protection, GBV, SEA and other specialised services.Inform beneficiaries of follow-up actions and expected timelines.Accountability, protection & safeguardingEnsure confidentiality, data protection and informed consent in all interactions.Identify and report sensitive issues such as fraud, SEA, GBV and exclusion.Apply protection principles and provide psychological first aid when needed.Prevent interference from unauthorised individuals (e.g., gatekeepers).Coordination, monitoring & reportingCoordinate with project staff, WFP teams and community structures.Contribute to daily, incident and monthly Help Desk reports.Track complaint and feedback trends to inform programme improvements.Support monitoring activities and advise on inclusion of vulnerable groups.

TheRole.The Community Help Desk Assistant supports implementation and management of Community Feedback Mechanisms (CFM) at distribution sites, ensuring affected populations can access information, raise concerns, and receive timely responses. The role contributes to accountability, protection and transparency by managing complaints, feedback and inquiries in line with WFP Help Desk standards, while maintaining confidentiality, dignity and inclusion of vulnerable groups.Key responsibilitiesHelp Desk operations & community engagementOperate the Help Desk during registration and distribution activities.Provide accurate information to beneficiaries and non-beneficiaries about assistance programmes.Promote awareness of complaint and feedback mechanisms (CFM).Ensure the Help Desk is accessible, visible and inclusive for all community members.Case intake, documentation & data managementRegister complaints, feedback and inquiries using digital tools (e.g., KoBo).Ensure proper case categorization, prioritization and documentation.Maintain accurate and confidential records of all cases.Submit daily case reports in line with WFP requirements.Case resolution & referralResolve simple cases on the spot (first contact/first case resolution).Escalate complex or sensitive cases to relevant teams or WFP.Facilitate referrals for protection, GBV, SEA and other specialised services.Inform beneficiaries of follow-up actions and expected timelines.Accountability, protection & safeguardingEnsure confidentiality, data protection and informed consent in all interactions.Identify and report sensitive issues such as fraud, SEA, GBV and exclusion.Apply protection principles and provide psychological first aid when needed.Prevent interference from unauthorised individuals (e.g., gatekeepers).Coordination, monitoring & reportingCoordinate with project staff, WFP teams and community structures.Contribute to daily, incident and monthly Help Desk reports.Track complaint and feedback trends to inform programme improvements.Support monitoring activities and advise on inclusion of vulnerable groups.