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Vacancy Announcement
WFP encourages female candidates and people with disabilities to apply.
WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. Selection of staff is made on a competitive basis. We are committed to promoting diversity and the principle of equal employment opportunity for all our employees and encourages qualified candidates to apply irrespective of religion or belief, ethnic or social background, gender, gender identity and disability.
CONDITIONS OF EMPLOYMENT
Job Title: Unified Case Management System โ Manager (UCM Manager)
Grade : Service Contract (SC Level 8)
Type of contract: Service Contract
Duration: 6 months (possible extension)
Duty Station: Nay Pyi Taw
Report to : Accountability to Affected People Specialist
VA Number : 832873
Date of Publication: 21 May 2024
Deadline of Application: 4 June 2024
*This post is opened for Myanmar Nationals Only.
**Female applicants and qualified applicants are especially encouraged to apply.
TERMS AND CONDITIONS
WFP offers a competitive benefits package including salary and leave plus a medical insurance.
JOB PURPOSE
To ensure the WFP programming in Myanmar is efficient, effective, and accountable to affected people WFP is developing a โunified case managementโ system (UCM). The UCM will strengthen the collection, management, analysis, and use of key WFP data streams, starting with community feedback and process monitoring data. The UCM integrates key monitoring and Community Feedback Mechanism (CFM) responsibilities and establishes the necessary systems and processes to manage and take timely corrective action for individual issues, and to analyze and learn from data streams over time to improve programming. Beyond WFP programming, the UCM will help lay the foundations for stronger WFP support to interagency response efforts including the AAPWG Community Voices Platform (CVP).
The UCM manager position is required to ensure the UCM is operational, effective, and adapts to WFP Myanmarโs changing needs over time. The UCM manager will be responsible for the day-to-day operation and functionality of the UCM system in line with all relevant SOPs, standards, and guidance. This position will be responsible for specific processes and outputs related to: individual case management, UCM system management and quality assurance, capacity strengthening of WFP staff and stakeholders, and data analysis and reporting. The UCM Manager will report to the Accountability to Affected People Specialist, who reports to the Head of Protection, Gender and Accountability to Affected People Team.
KEY ACCOUNTABILITIES (not all-inclusive)
Adhering to all relevant country office and corporate SOPs, standards, and guidance the UCM Manager will:
1. UCM Case Management
Oversee the management of all UCM cases through all steps including: intake, review, assignment, verification and action, and resolution; Conduct intake and case review for high priority and sensitive UCM cases Escalate cases internally and refer cases to external partners per SOP requirements; Provide technical support on case management and UCM function to WFP employees and stakeholders including Field Monitors, UCM agents, UCM portfolio managers, case leads, and WFP management.
2. UCM System Management & Quality Assurance
Ensure UCM technology components are operational and well-functioning including SugarCRM, CFM helpline/IVR, MODA-SugarCRM API, and Tableau, in coordination with key units including ICT; Ensure UCM data system and information repositories are up to date and well-functioning including user/team lists, lookup table and business objects, activity workflows, standard messaging and response tools, in coordination with relevant units; Support community sensitization efforts to raise awareness and accessibility of UCM communication channels, in coordination with relevant units; Design, adapt, and update key performance indicators (KPIs) to ensure UCM functionality and quality assurance (e.g. % of cases resolved on time, % of UCM users satisfied, # of data privacy breaches); Manage dedicated UCM employees as required (e.g. UCM helpline agents) Support with the design and operation of interagency Community Voices Platform (CVP) in coordination with relevant units;
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3. Capacity Building
Identify capacity gaps and training needs for WFP staff and stakeholders related to UCM function and relevant thematic areas (monitoring, PGAAP) Develop training tools and resources and conduct capacity building for new and existing employees and stakeholders on topics relevant to UCM functionality including case management, M&E, PGAAP working closely with relevant thematic and activity teams;4. Analysis & Reporting
Develop and conduct regular and ad hoc analysis processes and reports of UCM case content and case management to identify and flag key risks, trends, and opportunities for programmatic adaptation, working with relevant units including VAM, M&E, PGAAP Develop, manage, update UCM-related analysis and visualization tools including Tableau-based dashboards;STANDARD MINIMUM QUALIFICATIONS
EDUCATION: Masters degree in relevant social science, business, or computer science discipline including international relations, development, political science, human rights, economics, anthropology, or business administration.
WORK EXPERIENCE:
Minimum of 4 years of experience for masterโs degree and 6 years of experience for bachelors in client/customer services functions including previous experience with an international organisation. Work experience with a UN or other International Organizationโs call centre would be an asset. Experience in case management/customer relationship management in the public or private sector. Experience designing and using key UCM technology components including SugarCRM, Tableau, Demonstrated ability to design complex processes involving multiple actors and stakeholders to achieve high quality results.
Knowledge & Skills
Excellent customer care and communication skills, a clear and friendly attitude, 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 and language skills. Demonstrated team management and performance management skills, as well as information management skills. Demonstrate the ability to problem solve, coordinate and collaborate with internal and external stakeholders, manage data, manage difficult employees and/or situations, remain calm in a crisis and to represent the UCM in meetings.Language
Fluency (level C) in written and spoken English (mandatory), knowledge of Burmese or additional local languages is an asset.
All WFP Employees are expected to demonstrate the competencies and standards of behaviour aligned with our core values and defined in the WFP LEADERSHIP FRAMEWORK, namely:
โข Leading by example with integrity,
โข Driving results and delivering on commitments,
โข Fostering inclusive and collaborative teamwork,
โข Applying strategic thinking,
โข Building and maintaining sustainable partnerships
HOW TO APPLY
To be considered, interested candidates are invited to apply via (https://www.wfp.org/careers/job-openings).
Applications received after the closing date will not be considered. Only short-listed candidates will be contacted.
WFP will not request payment at any stage of the recruitment process including at the offer stage.
Request for Disability-related Reasonable Accommodations:
It is important to WFP to create an accessible and inclusive workplace for everyone. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
WFP is committed to an accessible, inclusive recruitment process.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the selection and hiring process, please direct your request and inquiries to wfpmyanmar.vacancy@wfp.org.
A member of the reasonable accommodation team will contact you to confidentially discuss your needs.
This email is only to be used for any disability-related accessibility requirements, and not for sending the application itself.
Due to the volume of applications, any applications or CVs sent through this email address will not be considered as a formal application and will not receive a reply from WFP.
ABOUT WFP
The United Nations World Food Programme 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.
Please visit UN World Food Programme (WFP) and click on: \"Our work\" and Countries to learn more about WFP's operations.
ORGANIZATIONAL CONTEXT
WFP is committed to diversity and inclusion within its workforce. WFP has zero tolerance for sexual exploitation and abuse, any kind of harassment, including sexual harassment, abuse of authority or discrimination. All selected candidates will, undergo rigorous reference and background checks.
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.