Afghanistan Inter-Agency Information Centre - Supervisor

Contract

This is a LICA Specialist-8 contract. This kind of contract is known as Local Individual Contractor Agreements. It is normally only for nationals. It's an external contract. It usually requires 0 years of experience, depending on education. More about LICA Specialist-8 contracts.

Background Information - UNOPS

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.

Background Information - Afghanistan

With more than 20 years of experience in the country, UNOPS Afghanistan focuses on providing maximum support to the Government and people of Afghanistan through delivery of projects and services in line with the government’s national priorities. The UNOPS Afghanistan Country Office (AFCO) serves as an organizational mechanism to deliver a range of projects for which UNOPS has been designated as the implementation agency. At present, UNOPS AFCO is implementing a number of projects in a range of sectors including infrastructure (roads, bridges, justice and security, health, and water supply) development, procurement services, HR services, capacity building, and humanitarian protection, amongst others, on behalf of the Government of Afghanistan, the international donor community, and other UN agencies.

The functional objective of UNOPS AFCO is to contribute to the achievement of the development outcomes sought by the Government of Afghanistan. The aim of UNOPS AFCO is to provide efficient and cost-effective implementation services on behalf of all our partners to support the reconstruction and development of the country. UNOPS AFCO’s mission is to exceed the expectations of all stakeholders in the delivery of AFCO’s services, at all times, in all places, in all circumstances, in order to improve significantly the lives of all Afghans in need.

Background Information - Job-specific

Responding to one of the most complex humanitarian crises in the world, the Inter-Agency Information Centre (AIAIC) is an inter-agency two-way communication and accountability mechanism that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, the AIAIC is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.

Supported by the Humanitarian Country Team, with initial funding from the United Nations High Commissioner for Refugees (UNHCR) and the World Food Programme (WFP), the AIAIC’s primary objective is to promote two-way communication between affected populations to:

1. Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation
2. Help ensure efficient and effective coordination of humanitarian actors operating in Afghanistan by collecting and circulating information about the urgent needs and priorities of affected populations

3. Support an environment of transparency and accountability by:

   1. Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints
   2. Channelling feedback and complaints to humanitarian actors to influence humanitarian programming and shape quality advocacy

UNOPS is seeking an AIAIC Supervisor to be responsible for the day-to-day running of the AIAIC, including monitoring attendance, quality control, staff training. The outcome of this consultancy is to further strengthen and streamline AIAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan. With this in mind, the AIAIC Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC), and the Sphere Handbook.

This result of this consultancy achieves AIAIC’s objectives through the provision of:

• Effective support to the Project Manager to ensure efficient management of the AIAIC, including management of staff and implementation of quality assurance processes;
• Effective support to the Information Management Officer to ensure efficient information management structures to ensure two-way information flow and closing the loop on complaints.
• Effective stakeholder engagement to develop and enhance efficient two-way information flow between affected populations and humanitarian actors;

The incumbent reports to the Project Manager, which reports to the Head of Programme Afghanistan Operations Centre (AFOC) - Kabul, Afghanistan.

Functional Responsibilities

The AIAIC Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook.

• Support the design and implementation of quality assurance standard operating procedures, including monitoring call handling performance and data entry against indicators, designing performance improvement/capacity building training programmes, and designing user satisfaction surveys.
• Support in the design of key performance indicators (KPI) for operators (eg time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day)
• Support in the hiring of new operators, and other staff members as required
• Ensure AIAIC staff act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality.
• Design training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues;
• Management of staff – including designing systems to monitor and approve leave, monitoring and managing performance against indicators, managing the daily operator schedule (including shifts and the balance of inbound and outbound calls), managing surge capacity and the extension of operating hours
• Hold regular meetings, ensuring minutes are uploaded to the shared drive.
• Design daily, weekly, monthly responsibility matrix, with assigned alternatives
• Support in the development, implementation, and updating of standard operating procedures for every aspect of the daily call centre operations
• Support in the development of operator scripts, IVR messaging, and the design of telephone routing systems to ensure that callers are quickly able to obtain the information they require.
• Check and respond to out-of-hours messages, follow up on attempts to connect to the AIAIC during out-of-office hours.
• Liaise with IT support services to rapidly resolve technical issues
• Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations
• Establish and maintain effective relationships with stakeholders. Support and act where required as the accountability focal point between partners and the AIAIC and ensure information flows in accordance with established information management and reporting standards and procedures.
• Represent the AIAIC at meetings upon request, including but not limited to cluster-level meetings. Design and deliver cluster-specific, and other tailored presentations as required.
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner.
• Handle calls when required. Handle calls that on occasions can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller

• Support visibility efforts to raise awareness of the AIAIC among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities;

• If required, conduct daily and weekly analysis of call log, referring cases and tracking cases referred to partners and their level of feedback as it comes in. Document this feedback from partners in a systematic way to facilitate analysis and reporting of impact, closing the loop on complaints, and support the overall accountability of humanitarian actors to the affected population.

• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times

• Perform other duties as required

Impact of results

The outcomes of the role impacts UNOPS AIAIC project. The work of the AIAIC Supervisor contributes to achievement of UNOPS mission and vision:

• To expand the capacity of the United Nations system and its partners to implement peace building, humanitarian and development operations that matter for people in need.
• To satisfy UNOPS partners with management services that meet world-class standards of quality, speed and cost-effectiveness.

In particular, the results of the AIAIC Supervisor contribute to the following strategic goals:

• Enhanced accountability and transparency, through the delivery of services that meet or exceed expectations
• Enhanced UNOPS operational capacity through improved process efficiency and effectiveness of UNOPS practices

Monitoring and Progress Controls

• Assessment of task completion
• Successfully meeting deadlines

Education/Experience/Language requirements

a. Education - A Bachelor’s Degree in project management, business administration is required. A Master's Degree in Civil Engineering or similar field is preferred.

b. Experience Required:

• Minimum of two years of progressive responsible experience in a managerial or supervisory role.
• Advanced experience in usage of computers and office software packages (Word, Excel, Outlook).
• Advanced knowledge of automated procurement systems, and experience in handling of web based management systems.
• Strong working knowledge of technology in humanitarian settings, preferably with knowledge of call handling systems
• Knowledge and proven experience in application of protection principles
• Strong background in managing teams.
• Strong background in data collection, analysis and presentation of data
• At ease making public presentations and liaising with external stakeholders
• Knowledge of Accountability to Affected Populations, and Communicating with Communities

Desired:

• Knowledge of and experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling techniques for distressed callers among other skills, and referral pathways
• Strong knowledge of protection issues
• Experience working in a call centre or other related field handling customer inquiries.
• Knowledge of new data analysis and visualization solutions such as PowerBI and Tableau
• Web development experience
• Experience working in the humanitarian field
• Knowledge of current political, economic, and social fabric of Afghanistan
• Working knowledge of communicating with disaster affected populations and protection response infrastructure

c. Languages - Fluency in written and spoken English is required. - Knowledge of Pashtu and Dari is required - Other local languages are desired (Uzbaki, Turkmani, Pashai)

Competencies

Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization.(for levels IICA-2, IICA-3, LICA Specialist- 10, LICA Specialist-11, NOC, NOD, P3, P4 and above) Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration

Contract type: Local Individual Contractor Agreement (LICA)

Contract level: LICA-8 Contract duration: Ongoing ICA - Open-ended, subject to organizational requirements, availability of funds and satisfactory performance

For more details about the ICA contractual modality, please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

Additional Considerations

• Please note that the closing date is midnight Copenhagen time
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
• Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.