Community Help Desk Facilitator

About the role

The Community Help Desk Facilitator ensures that World Food Programme‑supported activities in Ethiopia meet the minimum standards of the Complaints and Feedback Mechanisms (CFM). Working closely with the General Food Distribution team and camp‑level partners, the role captures, receives and resolves community concerns in a transparent and timely manner.

Key responsibilities

• Establish and operate feedback mechanism platforms at distribution points.
• Lead and build capacity of the Community Help Desk (CHD) committee before, during and after distributions.
• Raise awareness among beneficiaries about food assistance processes and the roles of all actors.
• Compile and submit digital and paper‑based reports according to the reporting schedule.
• Maintain strong partnerships with local Woreda authorities, RRS, RCC and UNHCR.
• Monitor that assistance is delivered safely and with dignity.
• Facilitate referrals for cases of child protection (CP) and gender‑based violence (GBV) to appropriate service providers.

Required profile

• Understanding of international protection and gender standards.
• Commitment to accountability to affected populations and experience engaging diverse groups, including pregnant and lactating mothers, persons with disabilities, older adults and refugees.
• Demonstrated commitment to gender‑responsive programming and promotion of women’s participation and leadership.
• Willingness to work in field conditions, travel long periods in difficult terrain and adapt to harsh environments.
• Cross‑cultural sensitivity and emotional maturity.

Required skills

• Proficiency with MS Windows operating system.
• Advanced use of MS Office applications: Excel, Word and PowerPoint.
• Experience with web‑conferencing applications.
• Familiarity with information management systems.