Client Engagement Assistant

Volunteering Admin Communications & PR

Overview

Support the mobilization and placement of UN Volunteers in UN Agencies, Funds, and Programmes.

You have:

• Minimum of 3 years of practical and relevant experience at national or international level in partnership engagement, advocacy, management, client service or related areas (with technical or vocational diploma) or 5 years in total (with high school certificate).
• Fluency in the local language of the duty station (Spanish).
• Previous experience with international or development organizations is considered an asset.
• Experience in preparing presentation materials, including PowerPoint slides and talking points, as well as minute-taking and report drafting.
• Experience in the use of computers, office software packages (MS Word, Excel, etc.), database packages, and web-based management systems such as ERP.
• Knowledge and experience of ticket-based service management systems (e.g., Salesforce/UNALL, or equivalent) is considered an asset.

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

At country level, the UNV Field Unit (FU) and/or designated UNV personnel are responsible for the mobilization and placement of UN Volunteers in UN Agencies, Funds, and Programmes in the areas of peace, development and humanitarian assistance. UNV Field Units/designated UNV personnel represent and position UNV in the respective countries with a focus on the UN Country Team, bringing UNV’s services and solutions closer to its partners within a client service approach and collaborating with other stakeholders from government, civil society and private sector. As UNDP represents UNV at country level, UNV personnel are usually hosted within a UNDP Office and are accountable to the Supervisor and UNV Executive Coordinator for compliance with UNV and UNDP policies, rules and regulations.

Under the general guidance of the Regional Manager, with day-to-day reporting to the Country Coordinator, the UN Volunteer serving as Client Engagement Assistant supports the identification, development, and cultivation of select partnerships with UN Agencies / Host Entities at country level. This includes managing the relationship with priority partners, gathering and sharing data and information that influence mobilization opportunities, ensuring client satisfaction with volunteer services, and bridging the delivery of services from centralized functions of the volunteer management cycle. The critical purpose of this UNV assignment is the sustained mobilization of volunteers to the designated partners (clients) and support to the duty of care for serving volunteers.

The role involves regular contact and liaison with counterpart UN personnel at all levels, including senior level staff. Within UNV, all personnel are expected to work across multiple units, functions, and teams in order to enhance and enable horizontal collaboration.

1. Assist in mobilizing volunteers and developing and maintaining partnerships:

• Support the management of assigned partner accounts and maintain relationships with UN entities to promote UNV’s mandate, offers, and the added value of volunteer assignments. • Identify volunteer placement opportunities aligned with UN agency strategies and assist in preparing descriptions of assignments. • Contribute to the development of tailored offers and initiatives that address partners’ evolving needs for volunteer solutions. • Support advocacy campaigns, key events, and communications that raise awareness of volunteerism and highlight impact stories. • Collect and analyze data from UN Cooperation Frameworks and agency programmes to identify opportunities for volunteer engagement. • Record mobilization opportunities and partnership intelligence in UNV’s Client Relationship Management (CRM) system and ensure knowledge is documented and shared. • Prepare presentations, mapping, and key messages for engagement with partners and internal use. • Act as focal point for online volunteering, in consultation with the Regional Office, by supporting host entities in developing online volunteers (OV) opportunities, promoting the concept of OV, and assisting with accreditation of OV service organizations.

2. Support volunteer experience and duty of care:

• As a fellow UN Volunteer, assist with onboarding and provide ongoing support throughout the volunteer management cycle to ensure an inclusive, smooth, and positive experience for all UN Volunteers in the country. • Respond to volunteer inquiries, escalate concerns when needed, and gather feedback through surveys or check-ins to inform improvements. • Help organize appreciation initiatives and local events that recognize contributions and foster belonging. • Support host entities with information on volunteer roles, wellbeing, and enabling instruments (e.g. insurance, benefits). • Contribute to duty of care by liaising with security focal points, supporting emergency headcounts, and coordinating assistance in cases such as medical evacuation. • Provide tailored support to peers facing language or integration challenges to help them navigate their assignments effectively. • Backstop other Field Unit/country-level functions during peak periods or staff absences to ensure continuity of service and support.

• System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.

• Integration within the UN: Ability to identity, and integrate capacity and assets of the UN system, and engage in joint work. Knowledge of the UN System and ability to apply this knowledge to strategic and/or practical situations.

• Knowledge Generation: Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.

• Communication: Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate channels.

• Customer satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.

• Relationship management: Ability to engage with a wide range of public and private partners, build, sustain and/or strengthen working relations, trust and mutual understanding.

• Event Planning and execution: Ability to plan, manage and execute public and private events to ensure that they support and amplify individual communications and advocacy initiatives, as well as UNV's overall brand and mandate.

Minimum of 3 years (with technical or vocational diploma) or 2 additional years (with high school certificate) of practical and relevant experience at national or international level in partnership engagement, advocacy, management, client service or related areas.

• Fluency in the local language of the duty station (spanish).
• Previous experience with international or development organizations is considered an asset. • Experience in preparing presentation materials, including PowerPoint slides and talking points, as well as minute-taking and report drafting. • Experience in the use of computers, office software packages (MS Word, Excel, etc.), database packages, and web-based management systems such as ERP. • Knowledge and experience of ticket-based service management systems (e.g., Salesforce/UNALL, or equivalent) is considered an asset.

Como se trata de una asignación de Voluntario de la ONU nacional, las prestaciones básicas de esta asignación, según las Condiciones de Servicio de los Voluntarios de las Naciones Unidas, son las siguientes:

• Prestación de un subsidio mensual para necesidades básicas.
• Un subsidio previo a la asignación (pagado en primera nómina).
• Un subsidio de final de asignación, pagado a la finalización del contrato, siempre que se cumplan las condiciones correspondientes y se realicen las obligaciones de cierre.
• Seguro de asistencia médica, seguro de vida y por discapacidad.
• Seguro médico por familiares a cargo elegibles. Consulte las Condiciones de Servicio y póliza de seguro para ver los detalles de elegibilidad y uso del mismo.
• Vacaciones de 2.5 días por mes acumulables.
• Plataforma de aprendizaje. https://www.unv.org/

Apply now

Potential interview questions

Added 6 months ago - Updated 5 months ago - Source: unv.org