UN WFP Business Support Assistant - Help Line Operator Jobs in Uganda

UN WFP Business Support Assistant - Help Line Operator Jobs in Uganda

About WFP

United Nations World Food Programme (WFP) is the world’s largest humanitarian agency, fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.

Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need. In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters.

After an emergency, WFP uses food to help communities rebuild their lives. On average, WFP reaches more than 80 million people with food assistance in 80 countries each year.

The organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to food and contribute to lasting solutions, especially in many of the world’s most remote and fragile areas.

Brief description of WFP in Uganda

WFP delivers food assistance in emergencies and work with communities to improve nutrition and build resilience. WFP provides life-saving food assistance and livelihood opportunities to refugees in Uganda.

In addition, WFP assists the most vulnerable people in Karamoja with food and nutrition assistance. Finally, WFP works with smallholder farmers and links them to markets.

As Uganda strives to achieve Zero Hunger by 2030 and become a middle-income country by 2040, WFP is also assessing its relevance and repositioning its role in Uganda.

Are You Up to the Challenge?

We are seeking a qualified individual for the position of Business Support Assistant (Help Line Operator), SC4 to be based in in Kampala. The selected candidate will be employed on Service Contract.

Organizational Context

Beneficiary Feedback Mechanism (BFM) is one element of the participation approach to the humanitarian response and the rights-based approach to development work, which is grounded in the principles of accountability, transparency, equality and non-discrimination.

WFP applies these approaches to its work because they are fundamental to achieving a world of zero hunger for all women, men, girls and boys.

Operationally, WFP’s BFM commitment is to put into practice by providing two-way communication avenues that allow: Communities to express concerns, lodge complaints, ask questions, and provide feedback on WFP programmes through formalized Beneficiary and feedback mechanisms (BFM), WFP to close the loop on feedback and complaints and to achieve a high first-case resolution (FCR) through the BFM being acritical tool for the Uganda CO to maintain accountability to persons of concern, WFP wants all the people they serve to have access to the BFM to be able to air their voices.

Thus, putting into consideration the preferred language by the geographic areas and populations the BFM is designed to serve.

Job Purpose

The WFP helpline receives calls from all locations of WFP Operations. The biggest number of calls received is from the refugees in south west who commonly speak Kiswahili, Somali, English, Kirundi, Kinyabwisha, French and thus, of recent the helpline has been receiving an increase number of callers speaking Kinyabwisha/French, therefore, there’s a language capability requirement for Kinyabwisha/French which are widely spoken by the refugees from South West.

The BFM team should be able to communicate clearly in local dialects and support the field offices in the community engagement utilizing local languages to ensure comprehension.

Key Accountabilities (not all-inclusive)

  • Gather information using the Helpline from persons of concern spread across the country.
  • Respond to complaints and queries raised and escalate them where appropriate to management, to provide timely and accurate feedback to the persons of concern.
  • Provide regular feedback to the Programme and Policy Assistant (Helpline) and flag high issues of concern from the persons of concern.
  • Prepare accurate, timely monthly reports, and any other reports as required.
  • Manage and respond to incoming calls
    as well as maintain the feedback Sugar CRM database.
  • Analyse categorize and consolidate information about calls received and issues raised Interact with relevant units within WFP, partners and government to follow up on complaints.
  • Provide regular updates on complaints and feedback from beneficiaries and share with the WFP Uganda field offices, focal persons, implementing partners, and management
    Share findings and recommendations with the Programme Units.
  • Take responsibility for the maintenance of set standard systems and files, to ensure information is accurate and readily available for the function.
  • Work with a variety of individuals, taking on feedback where appropriate to assist in business support delivery for staff

    4Ps Core Organisational Capabilities


  • Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
  • Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
  • Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
  • Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.


  • Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
  • Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
  • Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
  • Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.


  • Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
  • Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
    Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
  • Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.


  • Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
  • Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
  • Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
  • Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

    Standard Minimum Qualifications

  • University degree or a Diploma with commensurate experience in any of the following fields: Education, Development Studies, Business Studies, or Statistics, communication or related fields;
  • At least one (1) year of relevant experience in managing engagement with refugees or other beneficiaries of humanitarian assistance;
  • At least one (1) year's experience working as a phone operator in a call center;
  • At least one (1) year of experience of managing an organisation's engagement with its customers or clients, including receiving customer feedback;
  • Fluency in any of the following languages: French, Kiswahiri, Kirundi, Somali or Kinyarwanda;
  • Fluency in Kinyabwisha language is a MUST.

    Deadline for Applications
    12th December 2019

    Female applicants and qualified applicants from developing countries are especially encouraged to apply

    WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

    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.

    UN WFP Business Support Assistant - Help Line Operator Jobs in Uganda

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