Community Feedback Assistant Job Vacancy at World Food Programme (WFP) – November 2026

Job Title: Community Feedback Assistant
Organisation: World Food Programme (WFP)
Duty Station: Kasulu, Kigoma Region, Tanzania
Work Location: UN Premises
Job Category: Community Development, Administration, Information Management
Volunteer Category: Community UCoS (from April 2026)
Assignment Type: National UN Volunteer
Work Modality: Onsite
Work Schedule: Full-time
Number of Positions: 1
Expected Start Date: 1 January 2027
Contract Duration: 12 Months (with possibility of extension)
SDG: Goal 2 – Zero Hunger

About the World Food Programme (WFP)

The World Food Programme (WFP) is the leading humanitarian organisation saving lives and changing lives. It delivers food assistance in emergencies and works with communities to improve nutrition and build resilience.

WFP works with governments, humanitarian organisations, and communities to address hunger, improve food security, and support vulnerable populations.

Background and Context

WFP is seeking a Community Feedback Assistant to serve as a community-facing communication focal point responsible for receiving, recording, referring, and responding to feedback from users of its Community Feedback Mechanism (CFM).

The successful candidate will help ensure that community feedback and complaints are handled professionally, confidentially, and in accordance with established Standard Operating Procedures (SOPs).

The selected volunteer will receive appropriate training, including guidance on registering cases in WFP’s corporate feedback management system, such as SugarCRM or another designated solution.

The Community Feedback Assistant will work in accordance with the United Nations’ three core principles:

• Integrity.

• Professionalism.

• Respect for diversity.

The successful candidate will also be required to sign and adhere to a code of conduct and an oath of confidentiality.

Reporting To: Monitoring Associate, under the overall guidance and supervision of the CFM Team Leader.

Key Duties and Responsibilities

The Community Feedback Assistant will support the implementation of an effective Community Feedback Mechanism through information sharing, data capturing, case referral, and feedback loop closure.

1. Community Engagement and Accountability

• Support the empowerment of communities by providing accessible and timely information and promoting participation in decision-making processes.

• Support Accountability to Affected Populations (AAP) activities through community feedback collection and documentation.

• Refer sensitive cases through established reporting channels.

• Participate in relevant meetings as requested by the supervisor.

• Establish and support accessible and safe mechanisms through which affected populations can submit feedback and complaints.

• Refer feedback to relevant humanitarian actors to ensure appropriate follow-up and closure of feedback cases.

2. Feedback and Complaints Management

• Receive information requests, complaints, and feedback from Community Feedback Mechanism (CFM) users.

• Record, refer, and close cases accurately and promptly in the CFM Customer Relationship Management (CRM) system.

• Ensure that consent status is appropriately documented in accordance with the consent provided by users and established SOPs.

• Conduct surveys when requested.

• Refer cases to the appropriate focal points in accordance with established procedures.

• Follow procedures for handling sensitive cases, including allegations of Sexual Exploitation and Abuse (SEA) and fraud, ensuring timely referral.

3. Data Management and Confidentiality

• Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) throughout all stages of the data management process.

• Ensure confidentiality and proper handling of information received from CFM users.

• Report any breaches of personal data protection and privacy requirements.

• Identify and report data discrepancies and issues requiring attention.

• Ensure accurate and timely information capture and case documentation.

4. Customer Service and Communication

• Handle calls and interactions with CFM users professionally, demonstrating sensitivity, neutrality, and patience.

• Maintain confidentiality and adhere to data protection principles in all communications.

• Communicate programme information and assistance entitlements to beneficiaries through appropriate communication channels.

• Maintain professionalism when dealing with difficult or stressful interactions with beneficiaries and colleagues.

• Provide support to colleagues and peers as required.

5. Technical Support and Process Improvement

• Liaise with IT focal points to troubleshoot technical issues affecting feedback management systems.

• Identify and report opportunities for improving the Community Feedback Mechanism.

• Provide recommendations on improving information accuracy and quality.

• Report technical issues affecting the CRM system.

• Recommend improvements to data intake forms and procedures for handling difficult CFM users.

• Apply relevant training and performance management guidance.

6. Outreach and Reporting

• Support visibility activities aimed at increasing awareness of the Community Feedback Mechanism among affected communities, WFP employees, and humanitarian partners.

• Participate in field visits and represent the programme at relevant meetings when required.

• Contribute information and inputs to CFM progress and performance reports.

• Proactively seek guidance from the CFM Team Leader whenever necessary.

• Perform other duties as assigned by the supervisor.

Expected Deliverables

By the end of the assignment, the Community Feedback Assistant is expected to achieve the following:

• Improved first-case resolution rate, feedback loop closure rate, and performance rating in accordance with established SOPs.

• 100% accurate and timely referral of sensitive cases, including allegations of Sexual Exploitation and Abuse (SEA) and fraud.

• 100% adherence to Personal Data Protection and Privacy (PDPP) requirements.

• Completion of 100% of required training.

• Zero breaches of the code of conduct.

• Strengthened and streamlined Community Feedback Mechanism processes, contributing to improved accountability to affected populations.

• Strong knowledge of WFP programmes and relevant partner activities, procedures, and processes.

Eligibility Criteria

Age

– Applicants must be between 18 and 80 years old.

Nationality

Applicants must be:

• Nationals of Tanzania; or

• Legal residents of Tanzania; or

• Individuals holding recognised refugee status in Tanzania.

Work Experience

• No previous work experience is required under the general eligibility criteria.

• The assignment requirements also indicate one (1) year of relevant experience.

Educational Qualifications

Applicants must possess:

– A Technical/Vocational Diploma in Community Engagement, Communication, Feedback and Complaints Management, Data Management, or another related field.

Language Requirements

The following language competencies are desirable:

• English: Working knowledge.

• Swahili: Fluent.

• Kirundi: Native language.

Required Skills and Experience

Candidates should demonstrate the following skills and abilities:

• Applied knowledge of customer service management, particularly in addressing client and customer concerns.

• Knowledge of Customer Relationship Management (CRM) systems.

• Ability to multitask while communicating in at least two languages interchangeably.

• Understanding of humanitarian, development, and/or peacebuilding systems and operations.

• Excellent customer care and communication skills.

• Ability to communicate tactfully and courteously with individuals from diverse backgrounds.

• Ability to identify data discrepancies and correct problems requiring attention.

• Strong attention to detail and ability to follow instructions.

• Good IT skills, including the ability to work across multiple platforms simultaneously.

• Strong problem-solving skills.

• Ability to work under pressure, manage multiple tasks, and meet performance targets.

• Excellent time management skills and the ability to work with minimal supervision.

Competencies and Values

Successful candidates should demonstrate the following values and competencies:

• Care, respect, integrity, trust, accountability, and sustainability.

• Self-awareness and ethical awareness.

• Ability to work collaboratively and build effective partnerships.

• Innovation and willingness to embrace change.

• Strategic thinking and action-oriented approaches.

• Ability to achieve impactful results.

• Ability to manage ambiguity and complexity.

Areas of Expertise

The assignment is relevant to candidates with expertise or interest in:

• Data Science.

• Information Management.

• Artificial Intelligence.

• Community Development.

• Knowledge Management.

• Research.

• Reporting.

Working and Living Conditions

The assignment is based in Kasulu, Kigoma Region, Tanzania.

Kigoma Region offers a unique living and working environment along the shores of Lake Tanganyika. The region has a warm tropical climate, with temperatures generally ranging between 20°C and 30°C and a rainy season from approximately October to April.

Housing options in Kigoma town range from modern serviced residences to standard family homes with access to essential amenities, including electricity, running water, local markets, and social facilities.

While infrastructure in some remote districts and refugee-hosting areas may be relatively basic, the region provides valuable opportunities for community engagement and exposure to humanitarian and development activities.

Kigoma is accessible through road, rail, lake transport, and domestic flights connecting the region with other parts of Tanzania, including Dar es Salaam.

The local economy is largely driven by agriculture, fishing, and trade.

Other Important Information

Equal Opportunity and Inclusion

The United Nations Volunteers (UNV) programme welcomes qualified applicants from diverse backgrounds and is committed to promoting equality, human rights, and respect for individual dignity.

COVID-19 Vaccination Requirements

Selected candidates in certain occupational groups may be subject to vaccination requirements, including COVID-19 vaccination, in accordance with applicable host entity policies.

Scam Warning

The United Nations does not charge any application, processing, training, interviewing, testing, or recruitment fees.

Applicants should disregard any request for payment associated with this recruitment process and exercise caution when submitting personal information online.

How to Apply

Interested and qualified candidates should submit their applications through the official United Nations Volunteers recruitment platform.

Applicants are encouraged to review the assignment requirements carefully and ensure that their applications demonstrate the relevant educational qualifications, language abilities, technical skills, and competencies.