Programme Assistant (Protection, AAP & CFM) – Gaza

About the role

The World Food Programme (WFP) is hiring a Programme Assistant (Protection, AAP & CFM) for a 12-month renewable service contract in Gaza, Palestine, under the supervision of the Protection Policy Officer. The role supports the day-to-day implementation and quality assurance of WFP's Community Feedback Mechanism (CFM) in Gaza, and the protection, gender and Accountability to Affected Populations (AAP) mainstreaming across WFP Gaza programmes. The position is only open to nationals or residents with a legal permit/ID to work in Gaza.

Key responsibilities

• Implement and quality-assure WFP CFM procedures and standards across supported programmes in Gaza, and provide technical guidance to partner helpdesk staff on feedback intake, categorization, documentation, referral, follow-up and confidentiality.
• Monitor partner helpdesk operations through field visits and feedback records, and support the maintenance of CFM procedures, referral information and escalation arrangements.
• Register, categorize and route feedback in SugarCRM and other approved tools, track open cases and coordinate follow-up and closure with activity leads.
• Facilitate community consultations, compile findings and support the assessment of gaps in CFM channels.
• Extract and check CFM data, analyse feedback trends and support periodic CFM reports and FAQs.
• Support training and capacity building for partner helpdesk staff, and escalate safeguarding, PSEA or misconduct concerns through WFP reporting channels.

Required profile

• Secondary school completion; a post-secondary certificate or diploma in social sciences, social work, community development, protection, human rights, gender studies, communications, information management, public administration or customer service is desirable.
• Five or more years of progressively responsible experience in humanitarian programme implementation, community engagement, protection, AAP, feedback and complaints handling or client services.
• Desirable: experience with community feedback mechanisms or helpdesk operations, case tracking or CRM systems, and experience with UN agencies or international NGOs in conflict-affected settings.
• Fluency in Arabic and English, spoken and written, is essential.

Required skills

• Knowledge of AAP principles, CFM procedures, feedback-loop closure and safe referral practices.
• Ability to document, categorize and track feedback accurately and follow up on actions.
• Familiarity with data extraction, quality checks, basic analysis and reporting.
• Proficiency in office software; experience with SugarCRM or other CRM and feedback-management systems is an asset.

What we offer

• Competitive salary per job level and pension contribution added to net salary.
• Medical insurance with the option to enroll eligible dependents, and applicable danger pay reviewed quarterly.
• Annual leave of 30 days and parental leave (16 weeks for birth mothers, 4 weeks for others).
• Learning and development opportunities.