Technical officer (Accountability to Affected population, Complaints, Feedback mechanisms Officer)(Port Sudan)- UNICEF
Job Description
| Job no | 567888 |
| Contract type | Fixed Term Appointment |
| Location | Port Sudan |
| Categories | Financial Management |
| Advertised | 30 Nov 2023 E. Africa Standard Time |
| Deadline | 06 Dec 2023 E. Africa Standard Time |
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, hope
UNICEF is dedicated to providing humanitarian, peace, and development assistance to children, families, and communities in Sudan, with a focus on health, nutrition, WASH, child protection, social protection, learning and skills.
The needs of children and young people at risk of and affected by the conflict, epidemics, and climate change, are at the heart of UNICEF’s work in Sudan. This includes large-scale response to emergencies and lifesaving needs; investment in preparedness and resilience; seeking durable solutions for displaced people; supporting conflict prevention, social cohesion, and peace; building and strengthening support to and partnerships with civil society, local and international NGOs, private sector, frontline workers and local institutions; and preserving and strengthening systems that deliver basic services.
With the commitment of UNICEF SCO to AAP generally and specifically under L3, UNICEF SCO has launched a whole-of-office complaints and feedback mechanism and system through different CFM channels, as one tool to achieve AAP mainstreaming. This CFM will safeguard a safe, accessible, dignified communication channel with people UNICEF serves and to ensure that UNICEF can consult, engage, listen, inform, and respond to needs and queries. In this regard, UNICEF SCO is recruiting a CFM Officer to support the mainstreaming of the AAP within UNICEF all sections internally, with UNICEF implementing partners and at the inter-agency level, support in the running, follow-up on of the built channels, build new channels, and sustainability of this component under the direct supervision the GRM technical specialist.
The AAP/CFM Officer be responsible for the supervision and leading the daily operation of different CFM channels while maintaining strong coordination with all sections to safeguard proper referral pathways, case handling, and up-to-date information sharing. In addition, the officer will support the implementation of all related AAP activities under the AAP L3 commitments and UNICEF SCO AAP emergency action plan.
The scope of work for this position will fall under AAP as an overall umbrella and CFM specifically. This role will be working on the overall implementation of the CFM system with different channels starting from the call center to community help desks and the set-up of the CFM system, planning and coordination with all stakeholders, capacity building, and implementation of CFM channels while ensuring proper operation and process are running professionally. This role will safeguard the coordination and capacity building for all UNICEF staff and stakeholders to ensure proper implementation.
In addition to the overall role of the AAP/CFM for the whole office, this position will play a specific role in managing the CFM component for the Cash Implementation Unit of all programs. In April 2021, UNICEF Sudan Country Office (SCO) launched a new Mother and Child Cash Transfer Plus (MCCT+) in two eastern states of Kassala and the Red Sea States, with funding support from KfW/BMZ. MCCT+ is an integrated social protection program for pregnant women and children during the first 1,000 days of life. MCCT+ builds on UNICEF’s ongoing support of primary health care (PHC) facilities which serve as the platforms for an integrated package of services and support to vulnerable women and children. The programme is expected to contribute to a reduction in child and maternal mortality and malnutrition through improved family practices and access to essential services for to first 1,000 days of life. MCCT+ was originally designed as a government program implemented by the Ministry of Social Development, the ministry responsible for social protection in Sudan, with UNICEF technical and financial support. In light of the October 2021 military takeover, the program is being reoriented as a nexus program implemented by UNICEF with support from frontline workers including social workers, midwives, and health and nutrition staff.
How can you make a difference?
Within the delegated authority and under the given organizational set-up, you may be responsible for all or most of the following areas of major duties and key end results for AAP and CFM of all UNICEF Sudan Country Office.
As an advocate for children, you will have the following duties/tasks:
- Support and feeding into the AAP SCO strategy and emergency action plan with the GRM Technical Specialist
- Identify priorities based on the context in liaison with all sections, inter-agencies and ISCG, ICCG
- Ensure identified AAP pillars have a clear execution plan with straightforward activities and actions, with timeframe and focal points identified and guarantee proper implementation
- Support and lead the AAP focal points activities, coordination, planning and reporting
- Support in drafting the plan for the AAP focal points with potential planning for long-term AAP strategy/unit as human resources
- Follow-up on the implementation of the action plan per pillar of the AAP mainly CFM, coordination, and partnership
- Coordinate with all sections for AAP mainstreaming and integration with detailed work plan per section and component (i.e.: PDs updated with AAP annexes, coordination on CFM, sensitization by IPs on UNICEF CFM)
- Support in representing UNICEF AAP at different inter-agency levels with strong coordination to be built on a technical level to ensure professional implementation of AAP and CFM
- Support and co-lead the CFM action plan implementation with solid coordination with all sections, stakeholders, and relevant entities
- Contribute and support the conceptual and technical guidance for the development and design of the sustainable long-term UNICEF CFM system including all channels in coordination with all sections internally and potential external Inter-Agency coordination throughout the IA CFM Taskforce
- Prepare the plan for the set-up of all CFM channels in coordination with relevant sections
- Draft the SOPs for each CFM channel including guidance, monitoring tools, and annexes
- Lead and supervise the implementation of all CFM channels
- Maintain coordination with different stakeholders with updated Q&As, list of focal points for referral pathway, counseling lines
- Prepare a checklist to monitor and ensure information management systems are updated, well-functioning, and reflecting the needs with close coordination with IT, and T4D to resolve and tackle all technical issues
- Plan the action plan and requirements for possible inter-agency or joint CFM coordination
- Continue the coordination with Risk and compliance for fraud and corruption cases and with PSEA
- Prepare and set up the plan for the expansion and extension of the hotline/call center
- Prepare the ToR for 1-year, 2-years for the hotline/call center as a sustainable CFM channel
- Coordinate the ToR and plan with the current outsourcing for capacity and planning
- Prepare the list of business requirements to be shared with T4D for the long-term phase
- In coordination with the GRM Technical Specialist, lead and supervise the hotline/call center outsourcing as a third-party service provider
- Draft action plan and ensure implementation and follow-up
- Manage and supervise daily activities and ensure operational and system performance
- Drafting needed monitoring tools
- Case management: Follow-up and ensure the execution of the referral pathway with assigned focal points for case management and case processing while working closely with all sections and at inter-agency
- Follow-up and generate reporting
- Ensure daily operational activities throughout staff performance and system check
- Coordinate with relevant technical entities like network operators to escalate and solve technical issues
- Lead the capacity building of the hotline team
- Lead the quality assurance of the operation (post-satisfaction survey, case and process handling survey
- Planning and coordination:
- Conduct a contextual and needs assessment to plan accordingly the communication strategy for CFM sensitization and launching with communication team and field team, the implementation plan with AAP focal points
- Continue and support in the coordination with sections and AAP focal points to ensure all CFM channels starting from the call center programmatic aspects are set starting from the three layers of categorization per section, Q&A per programme and project, counseling lines per typology of the complaints)
- Act as the focal point with all stakeholders for operational and programmatic queries and problems
- Prepare a template for reporting and trends with required fields and analysis and provide it on regular basis
- Draft a mini results framework for KPIs under AAP and in coordination with PME for the use of data collected to be used in programme adjustment
- Coordination with other COs and RO on AAP and CFM experience, best practices and lessons learned
- Capacity building internal and external:
- Draft training manual for CFM including AAP principles
- Lead the capacity building internally for AAP focal points and all UNICEF staff on referrals, case handling and for the call center staff based on all CFM components
- Implementing partners and external stakeholders’ capacity building for better CFM linkages and implementation
- Conduct field missions when needed for the implementation of the above to implement capacity building, lead and support the community consultation, support in the execution of the communication strategy
- Draft, generate and coordinate reporting on regular basis
- Conduct relevant needed presentation on AAP based on needs and request internally and externally
For more information on the specific technical expertise needed, kindly visit the JD: 
JD_CIU CFM Officer_NOB.pdf
To qualify as a Champion for every child you will have:
Education:
- University Degree in Political Sciences, International affairs, Human Rights, International studies, Development studies, IT/MIS/IM or engineering related or any related field.
Experience:
- 4-5 years’ experience in AAP in general and CFM in specific in setting up CFM systems and different channels like call center and others
- 4-5 years’ experience in UN or INGOs or NGOs and inter-agency coordination
- 4-5 years’ experience in different sectors programming like protection, cash, emergency and humanitarian
- Proven ability to work independently under difficult conditions
- Demonstrated ability to work in a multicultural environment and establish harmonious and effective working relationships, both within and outside the organization
- Excellent facilitation, training, networking and advocacy skills.
- Ability to work collaboratively as part of a team in a challenging and highly fluid environment, flexibility and ability to handle constant change.
- Experience in working with UN agencies or NGOs
- Experience in implementing emergency, humanitarian programmes and projects
- Experience in coordination at interagency level
- Experience in implementing humanitarian cash transfers programme
- Experience coordinating and mainstreaming programmatic aspects across all sections and sectors internally and externally
- Good analytical skills and knowledge of quantitative, qualitative and participatory research methodologies and analysis.
- Proven information management and data skills in the areas of mobile data collection, data visualization, including mapping and M&E.
- Demonstrated excellent written and oral communication skills and the ability to clearly and accurately convey information
Language:
Fluency in English and Arabic is required.
For every Child, you demonstrate…
UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values
Core Competencies
- Demonstrates Self Awareness and Ethical Awareness (2)
- Works Collaboratively with others (2)
- Builds and Maintains Partnerships (2)
- Innovates and Embraces Change (2)
- Thinks and Acts Strategically (2)
- Drive to achieve impactful results (2)
- Manages ambiguity and complexity (2)
During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.
UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.
UNICEF strongly encourages the use of flexible working arrangements. UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.
Remarks:
The VA is open to all (internal and external candidates). However, priority will be given to staff on TA, UNVs who have current experience working in Sudan especially in active conflict areas.
Eligible staff members in the National Officers (NO) or General Service (GS) categories on fixed term, continuing or permanent contracts can apply for the post and keep a lien against their original positions.
The successful candidate for this emergency recruitment MUST be available to commence work within 30 days of receiving an offer.
This position is not considered an elevated risk role. However, UNICEF reserves the right to conduct further vetting/assessment within the scope of child safeguarding as appropriate.
UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable males are encouraged to apply.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
UNICEF only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/.
Employment is conditional upon receipt of medical clearance. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.
Advertised: 30 Nov 2023 E. Africa Standard Time
Deadline: 06 Dec 2023 E. Africa Standard Time
