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Afghanistan Inter-Agency Information Center Manager/Supervisor

Kabul

  • Organization: UNOPS - United Nations Office for Project Services
  • Location: Kabul
  • Grade: Junior level - LICA-8, Local Individual Contractors Agreement
  • Occupational Groups:
    • Operations and Administrations
    • Communication and Public Information
  • Closing Date: Closed

Background Information - UNOPS

UNOPS supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale. 

Background Information - Afghanistan

Afghanistan

With more than 20 years of experience in the country, the UNOPS Afghanistan office supports national reconstruction and development efforts by providing projects with goods and services - from stand-alone, one-off solutions to long-term management and capacity development support.  Based in Kabul, UNOPS in Afghanistan has sub-offices in every region of the country. The team implements projects in support of the Afghanistan National Development Strategy, in a wide range of sectors including infrastructure, education, environment and agriculture, and governance and rule of law.

Background Information - Job-specific

Responding to one of the most complex humanitarian crises in the world, the Afghanistan Inter-Agency Information Centre (AIAIC) is an inter-agency two-way communication and accountability mechanism that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, the AIAIC is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.

Supported by the Humanitarian Country Team, with initial funding from the United Nations High Commissioner for Refugees (UNHCR) and the World Food Programme (WFP), the AIAIC’s primary objective is to promote two-way communication between affected populations to:

  1. Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation
  2. Help ensure efficient and effective coordination of humanitarian actors operating in Afghanistan by collecting and circulating information about the urgent needs and priorities of affected populations
  3. Support an environment of transparency and accountability by:
    1. Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints
Channelling feedback and complaints to humanitarian actors to influence humanitarian programming and shape quality advocacy

Functional Responsibilities

The Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook.

  • Support the design and implementation of quality assurance standard operating procedures, including monitoring call handling performance and data entry against indictors, designing performance improvement/capacity building training programmes, and designing user satisfaction surveys.
  • Support in the design of key performance indicators (KPI) for operators (eg time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day)
  • Support in the hiring of new operators, and other staff members as required
  • Ensure AIAIC staff act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality.
  • Design training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues;
  • Management of staff – including designing systems to monitor and approve leave, monitoring and managing performance against indictors, managing the daily operator schedule (including shifts and the balance of inbound and outbound calls), managing surge capacity and the extension of operating hours
  • Hold regular meetings, ensuring minutes are uploaded to the shared drive.
  • Design daily, weekly, monthly responsibility matrix, with assigned alternatives
  • Support in the development, implementation, and updating of standard operating procedures for every aspect of the daily call centre operations
  • Support in the development of operator scripts, IVR messaging, and the design of telephone routing systems to ensure that callers are quickly able to obtain the information they require.
  • Check and respond to out-of-hours messages, follow up on attempts to connect to the AIAIC during out-of-office hours.
  • Liaise with IT support services to rapidly resolve technical issues
  • Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations
  • Establish and maintain effective relationships with stakeholders. Support and act where required as the accountability focal point between partners and the AIAIC and ensure information flows in accordance with established information management and reporting standards and procedures.
  • Represent the AIAIC at meetings upon request, including but not limited to cluster-level meetings. Design and deliver cluster-specific, and other tailored presentations as required.
  • Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner.
  • Handle calls when required. Handle calls that on occasions can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller
  • Support visibility efforts to raise awareness of the AIAIC among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities;
  • If required, conduct daily and weekly analysis of call log, referring cases and tracking cases referred to partners and their level of feedback as it comes in. Document this feedback from partners in a systematic way to facilitate analysis and reporting of impact, closing the loop on complaints, and support the overall accountability of humanitarian actors to the affected population.
  • Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times
  • Perform other duties as required

Competencies


Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.
Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles.
Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).
Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.
Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.
Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.
Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Education/Experience/Language requirements

Education

First-level university degree in project management, business administration, or a related field with a minimum of three years of progressively professional experience.

Experience

Required:

  • Minimum of three years of progressive responsible experience in a managerial or supervisory role.
  • Advanced experience in usage of computers and office software packages (Word, Excel, Outlook), advanced knowledge of automated procurement systems, and experience in handling of web based management systems.
  • Strong working knowledge of technology in humanitarian settings, preferably with knowledge of call handling systems
  • Knowledge and proven experience in application of protection principles
  • Strong background in managing teams.
  • Strong background in data collection, analysis and presentation of data
  • At ease making public presentations and liaising with external stakeholders
  • Strong experience in usage of Microsoft Office software package (MS Word, Excel especially)
  • Knowledge of Accountability to Affected Populations, and Communicating with Communities

Desired:

  • Knowledge of and experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling techniques for distressed callers among other skills, and referral pathways
  • Strong knowledge of protection issues
  • Experience working in a call centre or other related field handling customer enquiries.
  • Knowledge of new data analysis and visualisation solutions such as PowerBI and Tableau
  • Web development experience
  • Experience working in the humanitarian field
  • Knowledge of current political, economic, and social fabric of Afghanistan
  • Working knowledge of communicating with disaster affected populations and protection response infrastructure

Qualified candidates are requested to submit:

  • CV indicating necessary qualifications and all relevant experience
  • Cover letter demonstrating relevant experience
  • Two (2) examples of previous work relating management of staff

Candidates who submit an application are willing to work outside of typical out-of-office hours, including evening, weekend, and public holiday shifts.

Contract type, level and duration

Contract type: Individual Contractor Agreement (ICA)
Contract level: L-ICA 8
Contract duration: 12 months with possibility of extension 

For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx 

Additional Considerations

  • Please note that the closing date is midnight Copenhagen time
  • Applications received after the closing date will not be considered.
  • Only those candidates that are short-listed for interviews will be notified.
  • Qualified female candidates are strongly encouraged to apply.
  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
  • The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.

This vacancy is now closed.
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