Consultancy: Case Management Associate, Yemen CO/OP Amman, Jordan (6 months)

Contract

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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.

With the intensification of the conflict in Yemen, UNICEF is strengthening its development and humanitarian response to response to the multiple needs of children and mothers across the country. Accordingly, UNICEF has put in place different mechanisms to ensure that communities are meaningfully and continuously involved in decisions that directly impact their lives, with the Grievance Redressal Mechanism being one of them. The Grievance Redressal Mechanism is the process through which beneficiaries of the different UNICEF programmes as well as community members can report any type of discontent, file grievances, and ask information. It is also a mechanism open to UNICEF service providers and partners to report their complaints and raise issues. This process is as well designed to serve as a conduit to detect potential fraud, corruption and PSEA cases, with the ultimate aim to continually improve service delivery. The Grievance Redressal Mechanism has proven to be an important and indispensable tool for quality control of field operations continually.

All grievances recorded in the MIS are automatically categorized allowing for redressal as per agreed protocols following carefully developed quality assurance processes. To assist with the implementation of such protocols and quality assurance processes, the Project Management Unit (PMU) requires the support of a case management team working under the direct oversight of UNICEF. The case management team is composed of Case Management Associates, responsible for contacting beneficiaries, analyzing their cases against the MIS information, selecting and implementing the appropriate protocol. These work under the supervision of a Case Management Supervisor, under the direct oversight of the UNICEF Programme Manager/Grievance Redressal.

The mentioned work cannot be implemented by the office staff currently, for many reasons. One, because it requires Yemeni dialects speakers. Second, considering the sensitivity and complexity of the work and to the workflows, the roles should be done in steps by different people to ensure transparent and quality work. Finally, because of the workload especially during the payment cycles where the work urgency and load increased. For those reasons the PMU proposes to have consultants to handle the responsibilities as detailed in this document.

For more on our work in Emergency Cash Transfer in Yemen, please visit our website: Our Partners | UNICEF Yemen

How can you make a difference?

The purpose of this engagement is the redressal and management of the grievances filed in the system coming from the projects implemented by the PMU/Service center or YCO.

To make a difference, the Case Management Associate will perform the following task:

• Assigned cases are handled and suitable protocols are applied correctly
• The allocated grievances are correctly handled and closed
• The grievances are handled efficiently

For more details on the TOR, press CTRL + double-click this document: TOR_Case Management Associate, Yemen CO,OP Amman, Jordan.pdf

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

Education:

• A university degree in any field. Business administration human or social studies are preferable.

Experience:

• A minimum 2 years of experience in customer care, call center, social work or any other social/humanitarian/development field.
• Experience working in UNICEF/PMU is highly recommended.

Language:

• Arabic with fluency in an understanding and capacity to use a wide number of spoken dialects in Yemen
• English with moderate speaking, listening, reading, and writing skills

The Key Competencies:

• Familiarity with the Yemen context, if required.
• Empathy and excellent communication skills.
• Attention to detail and organization skills.
• Good knowledge and experience in Microsoft office tools.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

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.

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, suitable female candidates will receive preferential consideration and selection, as long as they meet the eligibility requirements stated above.

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 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.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (some leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

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