PMU: IM Officer (Grievances Redressal) Level NO-2, Fixed Term Appointment, Kabul, Afghanistan

Contract

This is a NO-2 contract. This kind of contract is known as National Professional Officers. It is normally only for nationals. It's a staff contract. More about NO-2 contracts.

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.

Working for UNICEF: https://youtu.be/43aiG4w2q_M?t=2

UNICEF in Afghanistan: https://www.unicef.org/afghanistan/

For every child, a fair chance

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The past two decades have seen important progress on child rights, yet while much has been achieved, sharp disparities remain. In most countries, inequality is higher today than a generation ago, including in middle income countries where a majority of the world’s poor children now live. The rapid pace of urbanization and the growing youth bulge in Africa and parts of Asia will require significant expansion of the provision of essential services for children. These challenges are compounded by the scale and complexity of crises triggered by conflict, natural disasters or epidemics. The global community faces these challenges when the political and economic environments pose challenges of their own, testing the world’s commitment to protecting the most vulnerable. In this environment, strong and consistent leadership of UNICEF is critical to enable the achievement of results for children.

Job organizational context

The situation in Afghanistan remains exceptionally complex, with a protracted emergency situation, characterized by recurrent natural disasters, an increased number of people living in poverty, continued internal displacement, unprecedented levels of food insecurity, further compounded by the COVID-19 pandemic. This complexity has greatly impacted the situation of children and women in the country. The withdrawal of United States military forces from Afghanistan in August 2021 and the establishment of a de-facto government by the Taliban has exacerbated the complexity and uncertainty of the situation. UNICEF is required to rapidly adapt our ways of working to address the multiple operational constraints present in the highly volatile and unpredictable context. This includes the need to establish a Programme Management Unit that will provide operational and transactional capacity to the Afghanistan Country Office to ensure urgent lifesaving and resilience building programmes can continue.

The Afghanistan Programme Management Unit’s (APMU) IM Officer Grievances Redressal Mechanism will report to the GRM Specialist. He/she will be based in Kabul and coordinate the grievances collection work performed by partners and contribute to the implementation of relevant procedures including with existing redressal mechanisms in the country like Awaaz.

Purpose for the job:

In anticipation of agreements with the World Bank, the Asian Development Bank and other major donors to implement programme interventions in the context of Afghanistan, the Afghanistan Country Office (ACO) is looking for an IM Officer Grievance Redressal Mechanism. The IM Officer Monitoring and GRM will support the Monitoring and GRM Specialist in coordinating the grievances collection work performed by partners and contribute to the implementation of relevant procedures including with existing mechanisms in the country like Awaaz. The incumbent will contribute to analyze grievances patterns and define preventive solutions to common grievances in partnership with private sectors providers and Civil Society Organizations (CSO). It is proposed that the incumbent is based in Kabul with the rest of the team to ensure close operational coordination with the other PMU functions.

How can you make a difference?

Key functions, accountabilities and related duties/tasks:

Summary of key functions/accountabilities:

Under the direct supervision of the GRM Specialist, the IM Officer Grievances Redressal Mechanism (NO2) will:

1. Provide direct support to the Implementing partners and UNICEF grievances officers and Grievance approvers:

1.1. Ensure that Grievances officer and approver users in HOPE are trained based on SOP to be developed by the PMU Beneficiary Data Management unit.

1.2. Plan the grievances redressal work to guarantee that all cases are dealt with within the shortest timeframe possible.

1.3. Guide grievances officers and approver when conducting their daily functions of assessing the individual requests for support; identifying the protocol(s) to be applied to each specific case; and implementing the protocols as defined in the Afghanistan Grievances Redressal SOPs.

1.4. Consult with the GRM Specialist and Beneficiary Data Manager as required.

2. Monitor the performance of Implementing partners and UNICEF staff in dealing with the assigned grievances:

2.1. Keep daily track of the number of beneficiaries in need of support and those effectively supported, disaggregated as relevant.

2.2. Identify bottlenecks and propose solutions for these to be addressed in a timely manner

3. UNICEF technical coordination for GRM

3.1. Coordinate with existing mechanism and communication channels to expand the available grievance submission channel of beneficiaries and non beneficiaries (e.g.: Awaaz, RapidPro, etc.)

3.2. Set up and coordinate an internal UNICEF task force to manage with ACO sections the referral pathways resulting from grievances beyond the PMU scope

3.3. Liaise with PMU Monitoring officer to ensure grievances management is harmonized at field level both upstream (collection of grievances) and downstream (resolution and referrals)

3.4. Develop FAQ documents in partnership with Communication for Development colleagues to address recurrent grievances that can be solved by enhancing UNICEF/ Partner external communication.

4. Assist in identifying lessons to inform the design adjustments of the PMU supported Programmes

4.1. Analyze grievances data to identify risks, challenges, areas in need of improvement and good practices;

4.2. Help revisit the grievances protocols as required to ensure an effective and timely response to the beneficiaries while maintaining in place effective risk mitigation measures;

4.3. Assist in revising the Grievances management SOP and related training materials as needed;

4.4. Prepare reports for the supervisor and senior management as required;

Impact of Results:

The effective planning and implementation of grievances redressal activities, and the achievement of sustainable results, ensures that the project’s beneficiaries can access cash transfers and relates services that helps them to meet their basic needs thus contributing to their survival, development and well-being in society. Achievements in grievances redressal mechanisms in turn contribute to maintaining/enhancing the credibility and ability of UNICEF to provide services for families and children that promote greater social equity in the country.

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

Education: Bachelors’ Degree in social sciences or a related science relevant to the work of UNICEF

Experience: Minimum two years of relevant professional experience in social policy, cash transfer programmes, case management or a related field.

Ability to work with a team as well as independently in a multi-cultural and gender-sensitive environment.

Language: Fluency in English and knowledge of the local language is required. Knowledge of another UN language an asset.

Knowledge and skills:

• Experience in coordinating multiple stakeholders
• Experience in grievances redressal mechanism oversight
• Experience in Accountability to Affected populations and Risk Communication and Community Engagement

For every Child, you demonstrate...

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

The UNICEF competencies required for this post are...

Core Values

• Care
• Respect
• Integrity
• Trust
• Accountability

Core competencies

• Builds and maintains partnerships;
• Demonstrates self-awareness and ethical awareness;
• Drives to achieve results for impact;
• Innovates and embraces change;
• Nurtures, leads and manages people;
• Works collaboratively with others;
• Thinks and acts strategically;
• Manages ambiguity and complexity.

Functional Competencies:

• Leading and Supervising [II]
• Formulating Strategies and Concepts [I]
• Analyzing [II]
• Relating and Networking [II]
• Deciding and Initiating Action [II]
• Applying Technical Expertise [II]
• Communicating [II]

Click here to learn more about UNICEF’s values and competencies.

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 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.

Remarks:

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

This position has been assessed as an elevated risk role for Child Safeguarding purposes as it is either: a role with direct contact with children, works directly with child, is a safeguarding response role or has been assessed as an elevated risk role for child safeguarding.

Additional vetting and assessment for elevated risk roles in child safeguarding (potentially including additional criminal background checks) applies.

Female candidates are strongly encouraged to apply.