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Community Feedback Mechanism (CFM) Operator

Category: General Management/Admin
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Job Description

2Pi-Jobs is acting as an Employment Agency in relation to this vacancy.
The World Food Programme (WFP) is the world's largest humanitarian agency, working towards achieving a world with zero hunger. Since the beginning of the Ukraine refugee crisis in February 2022, WFP set up operations in Moldova to assist in the refugee response. To respond to the deepening vulnerabilities of the crisis-affected populations and to strengthen the government shock-responsive capacity, WFP strengthened its collaboration with the host government, specifically around social protection. To support and nourish WFP’s mandate in Moldova, including its exit from Moldova in 2026, WFP Moldova is now seeking to fill the position of Community Feedback Mechanism (CFM) Operator SC5.
PURPOSE OF THE ASSIGNMENT
Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the CFM Operator is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.

Job Responsibilities

  • Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per the consent provided by the CFM User and in line with SOPs.
  • Conduct surveys, if requested.
  • Refer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
  • Apply training and performance management guidance. Provide support to peers as required.
  • 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 reporting any breaches of the PDPP.
  • Always maintain a professional standard, especially during difficult or stressful interactions with CFM Users and colleagues.
  • Pro-actively identify and report to the CFM Manager 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.
  • Be aware of challenges and sensitive to pay due attention to the needs of the affected populations with special focus on persons with disabilities, women, children and elderly.
  • Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
  • Pro-actively seek guidance from the CFM Manager as required.
  • Perform other duties as required.

Other Educational Qualification

  • Completion of Secondary School Education with 5 years of relevant experience is required.
  • Completion of a University Degree is desirable.

Skills

  • Relevant experience is described as experience in client/customer services functions. Experience working in a call center would be an asset.
  • Fluency in English, Romanian and Russian Languages (read, write, speak) is required for this role.

Salary

  • Negotiable

Posted By


World Food Program(WFP)

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Job Summary

  • Salary: Negotiable
  • Job Type: Full Time
  • Job Location: Chisinau, Moldova
  • Employment Type: Permanent
  • Experience: 2 to 5 Year (s)
  • Vacancy: 1
  • Job Level:Mid
  • Gender: Any
  • Published on:May 16, 2025
  • Application Deadline: July 16, 2025
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About the Company

  • Company Name: World Food Program(WFP)
  • Website: https://www.wfp.org/careers
  • The UNITED NATIONS WORLD FOOD PROGRAMME (WFP) is the world’s largest humanitarian organization working towards zero hunger by 2030, 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 climate change. Powered by the passion, dedication and professionalism of our 20,000 staff worldwide, the United Nations World Food Programme (WFP) works in over 80 countries to bring life-saving food to people displaced by conflict and made destitute by disasters, and help individuals and communities find life-changing solutions to the multiple challenges they face in building better futures. In 2020, WFP assisted 115.5 million people – the largest number since 2012. On any given day, WFP has 5,600 trucks, 30 ships and nearly 100 planes on the move, delivering food and other assistance to those in most need. Every year, we distribute more than 15 billion rations at an estimated average cost per ration of US$ 0.61. We work to enhance nutrition in women and children, support smallholder farmers in improving productivity and reducing losses, help countries and communities prepare for and cope with climate-related shocks, and boost human capital through school feeding programmes. In conflict situations, we bring relief to exhausted populations and use food assistance to build pathways to peace and stability. For its efforts to combat hunger, for its contribution to bettering conditions for peace in conflict-affected areas and for acting as a driving force in efforts to prevent the use of hunger as a weapon of war and conflict, WFP was awarded the Nobel Peace Prize in 2020. 


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