Casework Specialist
Support the complaint intake and case management process for human rights communications.
Overview
Support the complaint intake and case management process for human rights communications.
You have:
- A minimum of five years of professional experience, in particular working on issues related to human rights, is required.
- Good communication, analytical and drafting skills are required.
- High level of emotional resilience and attention to detail, together with a strong commitment to confidentiality and impartiality, are required.
- Ability to work under pressure and to handle multiple tasks simultaneously is required.
- Excellent computer skills, including proficiency with word processors, spreadsheets or database applications, are required.
- Familiarity with the Uzbek institutional landscape (courts, prosecutor's office, ombudsperson, relevant ministries) and/or with national civil society organisations working on human rights required.
- Previous experience handling sensitive casework, complaints intake, or working with vulnerable individuals is desirable.
- Background in working with the United Nations or other intergovernmental / non-governmental organizations, including familiarity with the UN Human Rights System and OHCHR, is desirable.
Contract
This is a UNV contract. More about UNV contracts.
The United Nations is committed to promoting and protecting human rights, strengthening accountability, and ensuring access to safe and effective complaint mechanisms for individuals and communities.
The UN System in Uzbekistan receives a large number of individual petitions, communications, complaints and requests for assistance. Due to the increasing volume and complexity of communications received, the Office seeks the support of a National UN Volunteer to strengthen complaint intake, case management, research, documentation, and stakeholder communication processes. The assignment will contribute to improving accessibility, responsiveness, and efficiency of the complaints-handling mechanism while ensuring respect for confidentiality, data protection, and protection-sensitive approaches.
The position of the National UN Volunteer is located in the Office of the UN Resident Coordinator in Uzbekistan. S/he will be working under the direct supervision of the Human Rights Officer in Uzbekistan of the Regional Office for Central Asia of the Office of the United Nations High Commissioner for Human Rights (OHCHR), and in close collaboration with her/his team. - Receive individual communications and complaints, sent in written form or electronically; - Receive phone calls from individuals, intending to submit a communication to the UN during the designated weekly reception hours on the dedicated UN intake line; - Where an in-person appointment has been explicitly agreed following initial assessment, or in exceptional cases as authorised by the supervisor, meet individuals and provide clarifications on the procedures of submission of communications and complaints to the UN or other relevant information (as necessary, in the presence of a UN Security Guard); - Review submissions through the prism of international human rights standards and assist in their categorization; - In case of absence of a potential human rights violation, draft a standard response, based on the approved template; - In case of a potential human rights violation, request additional information and supporting documentation, as needed, and provide information on the UN Human Rights System, available procedures and mechanisms, in written or oral form, as relevant; - Where the case falls within the mandate of other UN Agencies (women's rights, child's rights, refugees' rights, etc.) or the work of relevant state bodies or civil society organisations, advise on or support referral as appropriate; - Support the clearance of the existing backlog of communications and complaints, applying the same admissibility criteria and follow-up procedures; - Input, register and track cases in the relevant case management database, recording actions taken, outcomes and status updates for each case, and supporting routine database upkeep; - Maintain and regularly update the list of organizations for referral of individual cases; - Maintain organized electronic and physical case files, including timely archiving of supporting documents; - Analyse trends and recurring issues emerging from cases, and assist in compiling statistics and data visualisations to support reporting; - Apply protection-sensitive and survivor-centred approaches in all interactions with complainants; - Handle sensitive information securely and confidentially in line with UN data protection and ethical standards; - Report any safeguarding or retaliation concerns to the supervisor promptly;
• Accountability • Judgement and decision-making • Planning and organising • Professionalism • Self-management
- A minimum of five years of professional experience, in particular working on issues related to human rights, is required;
- Good communication, analytical and drafting skills are required;
- High level of emotional resilience and attention to detail, together with a strong commitment to confidentiality and impartiality, are required;
- Ability to work under pressure and to handle multiple tasks simultaneously is required;
- Excellent computer skills, including proficiency with word processors, spreadsheets or database applications, are required;
- Familiarity with the Uzbek institutional landscape (courts, prosecutor's office, ombudsperson, relevant ministries) and/or with national civil society organisations working on human rights required;
- Previous experience handling sensitive casework, complaints intake, or working with vulnerable individuals is desirable;
- Background in working with the United Nations or other intergovernmental / non-governmental organizations, including familiarity with the UN Human Rights System and OHCHR, is desirable;
As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials.
UN Volunteer entitlements and allowances: The purpose of the allowances and entitlements paid to UN Volunteers is to enable UN Volunteers to sustain a secure standard of living at the duty stations in line with United Nations standards without incurring personal costs. The allowances are in no way to be understood as compensation, reward, or salary in exchange for the UN Volunteer’s service. Contingent on specific eligibility criteria, location of the volunteer assignment and contractual type and category, the payment of allowances will begin from the date of Commencement of Service For more information on entitlements please read the Condition of Service (https://explore.unv.org/cos) and use the entitlement calculator (https://app.unv.org/calculator) for the most up to date information
• Volunteer Living Allowance USD 499/month • Entry lump sum (one-time payment) USD 350 • Travel Ticket when moving to duty station USD 175 • Exit allowance USD 60 (for each month served, paid on completion of contract) • Medical and life insurance: Cigna Private Insurance
Leave entitlements: • Annual leave • Certified sick leave • Uncertified sick leave • Maternity Leave • Paternity Leave
The above summary is provided as information only and is subject to change. For further information on the full range of entitlements and eligibility criteria, please read the UN Volunteer Conditions of Service You can check full entitlements at the duty station at https://app.unv.org/calculator The complete UN Volunteer Conditions of Service is available at https://explore.unv.org/cos
Potential interview questions
| Describe a situation where you had to handle multiple human rights complaints simultaneously. | The interviewer wants to assess your ability to manage pressure and multitask. | Provide a specific example highlighting your effective prioritization and organization skills. |
| How do you ensure confidentiality when handling sensitive cases? | This question evaluates your understanding of ethical standards in case management. | Pro members can see the explanation. |
| Can you provide an example of how you have dealt with a difficult client situation? | Pro members can see the explanation. | Pro members can see the explanation. |
| What methods do you use to analyze trends in casework data? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe a time when you had to collaborate with other organizations on a case. | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you maintain your emotional resilience when dealing with challenging cases? | Pro members can see the explanation. | Pro members can see the explanation. |
| What approaches do you take to ensure a survivor-centered practice in your work? | Pro members can see the explanation. | Pro members can see the explanation. |
| How would you handle a situation where you suspect retaliation against a complainant? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 1 day ago
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Updated 7 hours ago
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Source:
unv.org
