Details
Mission and objectives
The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programmes, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favouritism.
Context
The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organisation does – in programmes, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favouritism.
UNICEF in the State of Palestine works to uphold the rights of children to access services and protection, from early childhood through to adolescence. The UNICEF objective is to ensure that every child in the Gaza Strip and the West Bank, including East Jerusalem, irrespective of background or circumstance, has an equal chance to fulfil their potential.
Towards delivering effective Accountability to Affected Populations (AAP), UNICEF has an active Community Feedback Mechanism (CFM) including a hotline and chatbot. Communities can and do provide feedback to UNICEF directly through these channels. Working with the AAP lead in the Planning, Research, Monitoring, Evaluation and Data team and the CFM service provider, the post holder will manage the referral and quality of feedback received through the CFM channels, create reports, and engage with relevant stakeholders and partners to ensure a coordinated and consistent approach to accountability, and specifically to feedback received from affected populations.
UNICEF in the State of Palestine works to uphold the rights of children to access services and protection, from early childhood through to adolescence. The UNICEF objective is to ensure that every child in the Gaza Strip and the West Bank, including East Jerusalem, irrespective of background or circumstance, has an equal chance to fulfil their potential.
Towards delivering effective Accountability to Affected Populations (AAP), UNICEF has an active Community Feedback Mechanism (CFM) including a hotline and chatbot. Communities can and do provide feedback to UNICEF directly through these channels. Working with the AAP lead in the Planning, Research, Monitoring, Evaluation and Data team and the CFM service provider, the post holder will manage the referral and quality of feedback received through the CFM channels, create reports, and engage with relevant stakeholders and partners to ensure a coordinated and consistent approach to accountability, and specifically to feedback received from affected populations.
Task description
1. AAP mainstreaming and coordination for CFM
a. Support the CFM action plan implementation with strong coordination across sections and stakeholders.
b. Lead creation and maintenance of internal referral pathways and key communication materials with programme sections.
2. CFM operations management and quality assurance
a. Manage the full CFM operation with service providers.
b. Oversee technology systems, business requirements, and the functioning of the CFM.
c. Prepare and manage service-provider workplans.
d. Support day-to-day CFM operations (capacity building, information flow, escalation, feedback, and closing the loop).
e. Lead quality assurance (monitoring, satisfaction surveys, case-handling reviews).
f. Lead case management end-to-end with AAP focal points.
3. Monitoring, Evidence Generation and Learning
a. Draft the CFM results framework with KPIs.
b. Develop monitoring tools for overall AAP operations and the CFM pillar.
c. Generate evidence (prepare weekly/periodically analytical reports) and trend analysis to inform programming.
d. Coordinate with PME to support monitoring, evidence generation and dissemination
e. Lead on information management for the CFM and broader AAP interventions
4. Coordination and case management
a. Lead capacity-building efforts for internal and external stakeholders based on CFM learnings and integrations. This includes working with sections on how to share sensitize implementing partners to feedback.
b. Trainings for local and national partners on AAP and specific support on the CFM on-site.
a. Support the CFM action plan implementation with strong coordination across sections and stakeholders.
b. Lead creation and maintenance of internal referral pathways and key communication materials with programme sections.
2. CFM operations management and quality assurance
a. Manage the full CFM operation with service providers.
b. Oversee technology systems, business requirements, and the functioning of the CFM.
c. Prepare and manage service-provider workplans.
d. Support day-to-day CFM operations (capacity building, information flow, escalation, feedback, and closing the loop).
e. Lead quality assurance (monitoring, satisfaction surveys, case-handling reviews).
f. Lead case management end-to-end with AAP focal points.
3. Monitoring, Evidence Generation and Learning
a. Draft the CFM results framework with KPIs.
b. Develop monitoring tools for overall AAP operations and the CFM pillar.
c. Generate evidence (prepare weekly/periodically analytical reports) and trend analysis to inform programming.
d. Coordinate with PME to support monitoring, evidence generation and dissemination
e. Lead on information management for the CFM and broader AAP interventions
4. Coordination and case management
a. Lead capacity-building efforts for internal and external stakeholders based on CFM learnings and integrations. This includes working with sections on how to share sensitize implementing partners to feedback.
b. Trainings for local and national partners on AAP and specific support on the CFM on-site.
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