Community Feedback Mechanism (CFM) Officer, SC8, Cox's Bazar

DEADLINE FOR APPLICATIONS

26 October 2026-23:59-GMT+06:00 Bangladesh Standard Time (Dhaka)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of extreme weather shocks.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

BACKGROUND

The World Food Programme’s (WFP) Community Feedback Mechanism (CFM) is a formal two-way communication system comprised of human resources, processes, hardware and software, that facilitates the intake, management, analysis, actioning and resolution of feedback received from affected populations and other relevant stakeholders (including affected populations, WFP, cooperating partners, third party monitors, government representatives and service providers). It facilitates participative approaches into the humanitarian response and a rights-based approach to development work, and is grounded in the principles of accountability, transparency, equality, and non-discrimination. It aims to enable community members to share information, express concerns and needs or suggest changes with regards to their experience with WFP or the wider humanitarian system. 

To ensure effective complementarity between WFP’s CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes, WFP establishes CFMs in line with WFP corporate guidance and policies and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption and quality issues.

KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority):

Community Feedback Mechanisms (CFM)

1. Document and support the appropriate functioning of the CFM customer relationship management (SugarCRM) tool and reported information through the various CFM channels; ensuring appropriate assignment, referral and closure, and final communication with the CFM user, in an accurate and timely manner as per the consent provided and in line with Standard Operating Procedures; 

2. Support the development of easy-to-access and safe channels through which WFP stakeholders can lodge feedback and ask questions, making sure their referral and resolution cycle is properly mapped and documented; 

3. Follow instructed procedures for handling sensitive cases and allegations of misconduct such as sexual exploitation and abuse (SEA), fraud, corruption, and theft in a timely and confidential manner; 

4. Pro-actively identify and report on areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM users; 

5. Chair the CFM Task Force in Cox’s Bazar and conduct, as required, CFM team meetings to present findings of the CFM to senior management in Cox’s or in support of meetings organized by the Dhaka CFM team, address concerns; Contribute to guidelines and policy papers. 

6. Support CFM Focal Points, both WFP and CP, to ensure cases are properly received, referred and escalated within WFP and/or referred to relevant other organizations or services; 

7. Ensure all WFP staff working with or in the CFM have signed the oath of confidentiality and work closely and coordination with the CFM Dhaka team to ensure the appropriate functioning of the CFM and the use of SugarCRM and MoDA for the management and processing of CFM cases under the Cox’s Bazar operations; 

 

Advisory and Technical Support 

1. Strengthen timely and responsive analysis of emerging CFM data, thereby providing timely insights to inform programme adjustments, operational decisions, and broader strategic planning; 

2. Contribute to the development and update of country-level internal and external information structures and standard operating procedures to facilitate, support, and promote data and information flow within WFP and information sharing within the humanitarian and wider community; 

3. In consultation with the relevant AAP Officer/Advisor, provide technical support regarding communication with and outreach material for affected population; 

4. Interact with WFP-supported communities as required, either in-person or remotely, representing WFP through its communication channels and collecting communities’ concerns, needs or suggestions with regards to their experience with WFP or the wider humanitarian system; 

5. Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM user, and report any breaches of the PDPP; 

 

Partnership and Coordination 

1. Participate in key interagency forums to ensure consistency and collaboration in communication across the humanitarian sector, particularly in the AAP/CFM Working Group and its relevant project working groups.  

2. Collaborate and coordinate with UNHCR Registration and UNHCR Community-based Protection to process referrals, especially cases relating demographic changes, protection, or sensitive in nature.  

3. Collaborate with the Gender, Protection and Inclusion Unit in areas of AAP elements in WFP that require both coordination and collaboration. This includes support in the development of CFM products to enable efficient and effective coordination of AAP within WFP and the humanitarian architecture. 

4. Collaborate, as required, with donors, UN and I/NGO agencies, affected populations directly and relevant representative groups, (e.g. persons with disabilities, women’s civil society groups, youth, ethnic and religious minorities indigenous populations) to support WFP activities that strengthen the CFM. 

 

Team Management and Capacity Strengthening 

1. Supervise, train, guide, and provide technical support to WFP and CP staff working on CFM under the Cox’s Bazar operations. 

2. Perform visibility and sensitization tasks as needed, to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits among other activities; 

3. Support the establishment, as and when required, of CFM Desks in other programme areas outside the camps  

QUALIFICATIONS AND EXPERIENCE:
 
Education: Completion of Advanced University Degree (Master’s or equivalent) is required.  Education in Social Sciences, Business Administration, Sciences, Communication, Information Management or any relevant field.

Experience: At least 5 years of overall experience, including 3 years of Professional Experience (managerial or supervisory) in areas related to Client/Customer Services Functions, or Protection and Accountability to Affected Population inclusive of CFM or other related field​. Within these 3 years of professional experience, a minimum of 1 year of experience must be after postgraduation.

Work experience with a UN agency or international organization, or applied knowledge of the Humanitarian, Development and/or Call-Centre architecture would be an asset.

Language: Fluency in spoken and written both in English and Bangla language. Knowledge of Chatgaya and/or Rohingya language is highly desirable
 
Job Title: Community Feedback Mechanism (CFM) Officer
Grade: SC8
Type of contract: Service Contract
Duration: 11 Months
Duty Station: Cox's Bazar
Number of positions: 01

This vacancy announcement is for Bangladeshi Nationals.
 
WFP offers a competitive benefits package including salary, leave plus medical insurance. 
 
All documents will be verified, and any discrepancies will lead to automatic disqualification.

DESIRABLE:

• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to transmit clear messages.
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
• Ability to follow procedures and instructions and multi-task in a professional manner, while meeting targets in a high-pressure environment.
• Capacity and attitude to learn quickly.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM users and colleagues.

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

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.

• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.

• If you experience technical issues while submitting your application, you may contact us at [email protected]. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.

• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, 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.