Technical Specialist – Grievance Redress Mechanism (GRM) – UNICEF


Job Description

Job no553420
Contract typeTemporary Appointment
Duty StationKhartoum
CategoriesSocial Policy, Operations, Financial Management
Advertised27 Jul 2022 E. Africa Standard Time
Deadline10 Aug 2022 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

Sudan, surrounded by the Central African Republic, Chad, Egypt, Ethiopia, Eritrea, Libya and South Sudan, positioned next to East, West, South and North Africa, is surrounded by complex conflicts in an unpredictable, volatile and rapidly evolving region. Sudan is by size the third biggest country in Africa, with a diverse population of around 42 million people. Sudan’s children make up half of the total population, and the past two decades have seen their lives significantly improve: fewer girls and boys are dying before their fifth birthday, primary school attendance is increasing, immunization coverage is high and the country remains polio free. Still, millions of children continue to suffer from protracted conflict in Darfur, the Kordofans, and Blue Nile, from seasonal natural disasters, malnutrition and disease outbreaks, and from under-investment in basic social services. More than three million of Sudan’s school aged children are not in the classroom. UNICEF has been in Sudan since 1952 and continues with a presence in 12 of Sudan’s 18 states.

How can you make a difference?

Under the direct supervision of the Beneficiary Data Manager, the GRM Specialist would be responsible for:

  1. Grievances redressal mechanisms oversight
    1. Develop and implement Standard Operating Procedure (SOP) to collect, consolidate and address (including through referral pathways) beneficiaries and non-beneficiaries’ grievances.
    2. Oversee the use of HOPE grievances and feedback module by internal and external users
    3. Train UNICEF and partners staff in the use of HOPE grievances and feedback module.
    4. Escalate user support requests to address HOPE required enhancements. 
    5. Oversee post distribution activities and monitoring to understand utilization and outputs of the cash-based interventions implemented by the CIU.
    6. Perform operational analysis of grievances resolution timeline and suggest enhancements required to optimize redressal processes.
    7. Coordinate with relevant sections including PME and SBCC on integration with Country Office strategy on Accountability to Affected Population and Grievance Redressal.
  2. Partners and Third-Party Monitor Coordination
    1. Develop and maintain a coherent partnership strategy to provide the CIU with adequate capacity to channel grievances from diverse sources, aggregate them in HOPE and effectively to them directly or through partners.
    2. Liaise with interagency grievances mechanisms to ensure UNICEF CIU programme FAQ and referral pathways are known and used.
    3. Provide technical support and inputs to the PME Section on the ToRs of the Third-Party Monitoring, for payee list verification and partners performance in redressing grievances.
    4. Coordinate/ liaise with Third Party as required and provide technical inputs for the development of monitoring plans and ensure that performance monitoring, spot checks. are being undertaken as per the plan.
    5. Work closely with relevant section to prepare routine reports on results of the project’s progress and for development of protocols for data confidentiality, exchange, security and archiving.
    6. Organise capacity development of project partners in partnership with PME particularly on third-party monitoring as needed to ensure that they have the basic knowledge and skills in understanding and applying M&E policies, tools and methods to fulfil their responsibilities.
    7. Seek inputs from the project beneficiaries to identify any issues problems with the Payment, Grievance, Facilitation, Third Party Monitoring.
  3. Evidence generation, innovation and knowledge management
    1. In partnership with relevant sections, conduct a community engagement and accountability needs assessment to understand community information needs, communications preferences, community dynamics, social norms, cultural beliefs and other anthropological factors that could impact programmes with cash components.
    2. Manage the conduct, analysis and dissemination of results of community perception surveys (perception of cash programmes).
    3. Support the establishment and management of internal Accountability to Affected Population information management functions through a common system to share, aggregate and analyse feedback to identify trends, priority issues and track actions based on feedback from affected populations.
    4. Facilitate the implementation and documentation of innovative practices, approaches on Grievance Redressal Mechanisms.

Institutionalize and share best practices and knowledge products with global/local partners and stakeholders to build capacity of partners and disseminate these products to key audiences including donors and national and global partners.

To qualify as an advocate for every child you will have…

  • An advanced university degree (Master’s or higher) in social sciences, statistics, planning or development management.
    *A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an Advanced University Degree.
  • A minimum of 5 years of relevant professional experience. Developing country work experience in cash-based interventions. At least one instance of exposure to grievances redressal in emergency programming, including preparedness planning. Active involvement in a humanitarian crisis response programme preferred
  • Familiarity with emergency is considered an asset.
  • Fluency in English is required. Knowledge of Arabic would be considered an asset.
  • Experience in coordinating grievances redressal mechanisms in humanitarian cash transfers programme.
  • Experience in Beneficiary Data system for humanitarian cash transfer at field level.
  • Experience in business operation environments with a proven track record of interfacing with multiple stakeholders (internal and external) and successful project completion.
  • Experience in working with UN agencies (UNICEF experience preferred) at interagency level.
  • Professional technical knowledge/expertise in demography, statistics, and data management.
  • Experience collaborating across multiple functions and working with operational subject matter experts, technical resources and architecture teams.
  • Professional technical knowledge/expertise in Activity Monitoring & Evaluation, Evaluation Design, data analysis, and reporting.
  • Excellent communication & presentation skills (written & verbal) across multiple audiences with the ability to influence others while working in a multicultural, multi-ethnic environment with sensitivity and respect for diversity.
  • High motivation, and dedication to deliver results within strict timeframes.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability (CRITA) underpin everything we do and how we do it. Get acquainted with Our Values Charter:

UNICEF competencies required for this post are…

Core Competencies:

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others. (8) Nurtures, leads and manages people

Functional Competencies:

Leading and Supervising [II]. Fomulating Strategies and Concepts [III]. Analyzing [III].

Relating and Networking [III]. Deciding and Initiating Action [II]. Applying Technical Expertise [III]. Communicating [III].

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 committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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 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 also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.


UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable female candidates are encouraged to apply.

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

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 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: 27 Jul 2022 E. Africa Standard Time
Deadline: 10 Aug 2022 E. Africa Standard Time

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