Roster of consultants – Research4Life Institution

Overview

Provide support in maintaining Research4Life access.

You have:

• First-level university degree in library science, knowledge management or related area.
• 2 years working experience in customer support or knowledge support services, including information desk, out of which one year experience in a library or archive context.
• Expert knowledge of English.
• Expert knowledge of Spanish, French or Portuguese is desirable.
• Experience working with electronic information resources.
• Experience working in lower income countries.
• Problem-solving skills, for example investigating and following through to a solution (desirable).

Purpose of consultancy

To provide comprehensive surge support in the maintenance of the records and responding to inquiries with the end goal of the best possible access to Research4Life information resources.

To contribute to the development of responsive, multilingual Research4Life user services/support and proactively responds to a large volume of referrals, questions and requests.

Background

Research4Life is a public-private partnership between the World Health Organization (WHO), the Food and Agriculture Organization (FAO), the United Nations Environment Programme (UNEP), the World Intellectual Property Organization (WIPO), the International Labour Organization (ILO), the International Association of Scientific, Technical and Medical Publishers (STM), Cornell University, Yale University and several technical partners. The partnership’s goal is to contribute to the attainment of the UN’s Sustainable Development Goals, reducing the knowledge gap between higher and lower income countries. The programme supports at least 11,000 institutions in more than 125 lower income countries, areas and territories with free or low-cost online access to over hundreds of thousands of leading journals, books and other resources in the fields of health, agriculture, environment, technology, and law.

A core component of ensuring Research4Life’s reach and accessibility is that of institution management and support through a support helpdesk and an institution support database.

Deliverables

• Ensure accuracy and currency of institution support database of Research4Life registered institutions including contact details and other information points required for access to the Research4Life content.
• Participate in the joint activities of the Research4Life programmes and collective partnership in the areas of user support and outreach, drafting of administrative procedures, adjusting automated workflows and liaising with relevant backups.
• Respond to assigned category of user inquiries from available prepared templates.
• Collaborate in:
  • integrating statistical reports from compiled usage data as well as compiling and redistributing information about Research4Life and Research4Life user experiences for the preparation of training, outreach services and promotional materials,
  • troubleshooting problem reports in association with the user support group.

Qualifications, experience, skills and languages

Educational Qualifications:

Essential:

First-level university degree in library science, knowledge management or related area.

Desirable:

Advanced university degree (master’s degree or equivalent) in library or information science.

Experience

Essential:

2 years working experience in customer support or knowledge support services, including information desk, out of which one year experience in a library or archive context.

Desirable:

• Experience working with electronic information resources
• Experience working in lower income countries
• Experience working with customer relations management systems and/or helpdesk software tools

Skills/Knowledge:

• Analytical approach, attention to detail and precision in data entry
• Ability to communicate well with a wide range of people and to convey information clearly and appropriately
• Expertise of participating and contributing to a team
• Evidence of the ability to remain calm under pressure
• Evidence of having used own initiative appropriately
• Self-motivation and the ability to organize own workload

Desirable:

Problem-solving skills, for example investigating and following through to a solution.

Languages required:

Essential:

Expert knowledge of English.

Desirable:

Expert knowledge of Spanish, French or Portuguese.

Location

Off-site - Home-based

Travel

The consultant is not expected to travel.

Remuneration and budget (travel costs are excluded):

Remuneration:

Band level A - USD 3,955 - 6,980 per month

Living expenses (A living expense is payable to on-site consultants who are internationally recruited):

N/A

Expected duration of contract:

1 to 11 months.

Additional Information

• This vacancy notice may be used to identify candidates for other similar consultancies at the same level.
• Only candidates under serious consideration will be contacted.
• A written test may be used as a form of screening.
• If your candidature is retained for interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
• For information on WHO's operations please visit: http://www.who.int.
• WHO is committed to workforce diversity.
• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
• Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.
• WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.
• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.
• Consultants shall perform the work as independent contractors in a personal capacity, and not as a representative of any entity or authority. The execution of the work under a consultant contract does not create an employer/employee relationship between WHO and the Consultant.
• WHO shall have no responsibility whatsoever for any taxes, duties, social security contributions or other contributions payable by the Consultant. The Consultant shall be solely responsible for withholding and paying any taxes, duties, social security contributions and any other contributions which are applicable to the Consultant in in each location/jurisdiction in which the work hereunder is performed, and the Consultant shall not be entitled to any reimbursement thereof by WHO.
• Consultants working in Switzerland must register with the applicable Swiss cantonal tax authorities and social security authorities, within the prescribed timeframes (Guidelines issued by the Swiss Mission are available at: https://www.eda.admin.ch/missions/mission-onu-geneve/en/home/manual-regime-privileges-and-immunities/introduction/Manuel-personnes-sans-privileges-et-immunites-carte-H/Non fonctionnaires et stagiaires.html

For roster VNs:

The purpose of this vacancy is to develop a list of qualified candidates for inclusion in this advertised roster. All applicants will be notified in writing of the outcome of their application (whether successful or unsuccessful) upon conclusion of the selection process. Successful candidates will be placed on the roster and subsequently may be selected for consultancy assignments falling in this area of work or for similar requirements/tasks/deliverables. Inclusion in the Roster does not guarantee selection to a consultant contract. There is no commitment on either side.

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Potential interview questions

Added 3 years ago - Updated 1 year ago - Source: who.int