Feedback and accountability officer

Contract

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

In an emergency context where children often lose their homes, family members, friends, safety, and routine, there is growing evidence that investing in the health, education, and protection of a society’s most disadvantaged citizens not only will give all children the opportunity to fulfil their potential but also will lead to sustained growth and stability of countries. Therefore, the focus on equity is so vital, it accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child. Further, integrating equity into emergency responses can help mitigate against the factors that give rise to crises. Ethiopia is currently faced with multiple and complex emergencies, and such situations are high risks for Sexual exploitation and abuse. Therefore, the establishment of a centralized accountability to affected populations (AAP) complaints and feedback mechanism (CFM) that systematically provides information on the humanitarian response to affected populations, facilitates the flow of complaints and feedback to communities and UNICEF partners is crucial. Moreover, establishing a safe and confidential reporting mechanism for reporting sexual exploitation and abuse is a core commitment for UNICEF, this will be a channel where personnel, beneficiaries, and communities, including children can report SEA allegations that comply with core standards for reporting (i.e., safety, confidentiality, transparency and accessible.

With this commitment in mind, UNICEF Ethiopia is planning to establish a toll-free call center that will serve as a reporting mechanism. It will be one of the primary channels used for reporting SEA, fraud related to UNICEF programmes and other complaints specific to UNICEF programmes. It will also serve as a channel where the affected population and partners can call for service and entitlement inquiries, make requests for information and/or assistance, seek feedback on previous requests and/or raise concerns in relation to, or resulting from UNICEF programmes particularly in emergency setting.

Within the delegated authority and under the supervision of [PSEA Coordinator] or his/her designated mandated representative(s), the UNV [Feedback and accountability officer] will be responsible for:

Call management and Recording • Receive/Answer call from the population and log them as appropriate using the appropriate forms • Follow-up calls to answer questions/queries/issues, call back missed calls within a maximum of 24 hours to 72 hours according to the type of the call back (queuing, or specific issue requiring deeper inquiry) when required. • Call back calls to close the loop with callers on actions taken following a query or complaint as per agreed timeframe according to the severity of the issue raised and the nature of required action • Provide daily, weekly, and monthly analysis and customized reports of the feedback received categorized by type and sector • Support maintenance of a database to store relevant information on incoming information, monitor and track the status of each case in the database to ensure that all necessary steps are taken. • Pro-actively identify areas for improvement of the complaint and feedback and interaction with the callers and information received with the PSEA coordinator and AAP team for continuous learning • Maintain regular communication with Programme sections and the AAP teams to ensure the feedback from the call centre are integrated into our programmes • Support the adjustment of the communications and outreach strategy according to the needs of affected populations on the ground.

Referral and follow up of cases/issues. • Support management of PSEA case handling in accordance with the UNICEF PSEA policies, ensuring sensitive handling of the report, effective capturing of data and confidential referral of cases to PSEA coordinator or relevant PSEA focal points in compliance with data protection measures. • Ensure prompt referral of cases of sexual exploitation and abuse (SEA) to the UNICEF PSEA coordinator to and/or (PSEA) focal points to ensure timely action. • Immediately refer complainants or survivors to the victim/survivor assistance mechanisms so that they can receive medical, psychosocial, legal and/or material support. If a victim assistance mechanism is not yet in place, ensure that the Focal Points should facilitate access to such support outside the area of operation. • Support maintenance of quality assurance of case capturing and referrals to focal points, receiving cases and closing the feedback loop. • Liaise with sections, field offices and partners as relevant to refer issues related to entitlement and other non-confidential inquiries raised through the call centre to close the feedback loop.

Information sharing and knowledge management. • Share anonymized data analysis on feedback trends with relevant sections/management relevant partners/ clusters to ensure that data presented is useful and applicable to effective decision making and strengthened interventions. • Comply with and uphold personal data protection standards in all case handling, including raising awareness among focal points and UNICEF partners/sections partners • Contribute to the design of standard operating procedures (SOP) and ensure the application of the data protection policies for UNICEF and other partners where applicable • Keep up to date on trends and good practice for effective inter-agency AAP actions including CFMs. Document and share lessons learned locally and internationally as relevant. • Support management of data cleaning and preparation, oversight and maintenance of internal data collection and management systems, production of ad-hoc and regular reports, as well as representation and/or presentation of the call center materials at relevant meetings. • Support management of reporting mechanism for the call center which could be in a form of interactive dashboards with a narrative. Reporting mechanisms could demonstrate/visualize the follow up and referral of relevant calls (e.g., complaints/feedback) and key performance and accountability to affected populations (AAP) indicators. • Any other related tasks as may be required or assigned by the supervisor

• Accountability • Adaptability and flexibility • Creativity • Judgement and decision-making • Planning and organising • Professionalism • Self-management

Demonstrated interest and/or experience (up to 2 years) in Monitoring and evaluation, information management, child protection and Gender based violence programming

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials.