The Programme Management Unit is seeking to hire Case Management Supervisors to oversee the work of the Case Management Associates, guide their work and monitor their performance, as well as to promote a conducive working environment for the team to deliver in an efficient manner and in line with high quality standards.

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.

Background

The war that erupted in Yemen in 2015 has displaced millions of people, put millions a step away from famine, and robbed the future of millions of children. The humanitarian situation in Yemen continues to deteriorate, affecting the entire population of Yemen while placing the heaviest toll on children and women. The deterioration is not only caused by the depreciation of the Yemeni Rial, inflation, decline in food security and livelihoods, but also by the ongoing fighting and violence in different areas across the country. Lack of salaries for civil servants, impediments to commercial and humanitarian supplies to enter the country, further compounded by an already dire humanitarian situation is eroding the resilience of many vulnerable families and children. A growing number of families are unable to afford the rising cost of basic services and commodities - including food – and are forced to making agonizing decisions to survive and thrive. The intensification of the crisis in Yemen led to the suspension of the Social Welfare Fund (SWF), leaving the already vulnerable SWF beneficiaries without any social protection support.

As part of its response, UNICEF has launched different cash and voucher projects targeting the most vulnerable population groups in Yemen. In 2017, UNICEF has launched the Yemen Emergency Cash Transfer (ECT) Project to deliver emergency safety net support to SWF beneficiaries. The ECT project is managed and implemented by UNICEF through a Project Management Unit (PMU), with funding and technical assistance from the World Bank/International Development Association, and targets about 1.5 million beneficiary cases, which correspond to about 9 million people. The successful implementation of the ECT project, built on a robust risk mitigation approach, had led UNICEF to leverage on the PMU platform to deliver other cash and voucher initiatives including the payment of incentives to civil servants or the distribution of vouchers to support maternal and neonatal health.

All projects directly managed by the PMU have an independent grievance redressal mechanism, which is a critical component of all projects for being an essential platform for beneficiaries to exercise their rights. Having a structure that timely responds and addresses the concerns of the beneficiaries is key to build confidence and serves as a valuable source of information for the PMU on areas requiring adjustment in the projects’ design and protocols. A call centre established at UNICEF premises in Yemen, under UNICEF direct oversight, is used by beneficiaries to file their grievances using a toll-free line. Trained Call Centre Agents ensure that these grievances are registered in the Grievance module of the Management Information System (MIS) within the appropriate grievance type, to ease the analysis and redressal.

All grievances recorded in the MIS are automatically categorized allowing for redressal as per agreed protocols following carefully developed quality assurance processes. To assist with the implementation of such protocols and quality assurance processes, the PMU requires the support of a case management team working under the direct oversight of UNICEF.

The case management team is composed of a Case Management Supervisor, responsible for overseeing the team, providing guidance and ensuring that protocols are duly applied; Case Management Associates, responsible for contacting beneficiaries, analyzing their cases against the MIS information, selecting and implementing the appropriate protocol; and Case Management Assistants who assist Case Management Associates in the implementation of such protocols may these require home visits to beneficiaries.

With the increase in the PMU project portfolio, the goal is to expand and reinforce the grievance redressal mechanism and particularly the case management component to ensure that all PMU projects are able to duly respond to beneficiaries’ concerns and requests for support.

For every child, a Champion

How can you make a difference?

Under the supervision of the Programme Officer (Case Management) and depending on the specificities and requirements of each project, as well as the stage of the payment cycle, the Case Management Supervisor will be required to perform the activities detailed below:

1. During the cash disbursement period (peak period of the payment cycle implementation), the Supervisor is expected to allocate most of his/her time to supervision and quality assurance tasks which include:

1.         Allocate cases/tasks to the Case Management Associates ensuring a balanced workload within the team;

2.         Provide guidance and support to Case Management Associates on a daily basis, coaching them to enable them to conduct their tasks on an efficient manner;

3.         Monitor the performance of the Case Management Associates to identify knowledge gaps and areas of improvement;

4.         Identify and implement capacity building measures;

5.         Provide individual feedback to Case Management Associates on their performance, highlighting positives but also areas of improvement. This will include holding one-to-one meetings with each one of the Case Management Associates;

6.         Review and endorse cases handled by Case Management Associates;

7.         Build and maintain a respectful and ethical work environment;

8.         Continuously seek ways to build the motivation of the team to deliver results for children;

2. During the review and panning phases of the payment cycle:

1.         Contribute to enhancements in the project design, planning and implementation, by identifying challenges, lessons and recommendations based on the past experience;

2.         Review and analyse MIS case management data to assist case review and inform recommendations;

3.         Assess the performance of Case Management Associates; work with them to assess the performance of case management assistants; and develop capacity building plans;

4.         Contribute to the preparation of the case management training, ensuring this is informed by the specific training needs of the team as well as by the project requirements. This will include support in the development of training materials and tools as required.

5.         Conduct the training of Case Management Associates, case management assistants and call center agents as requested.

3. Manage and monitor the attendance of the Case Management Associates including the attendance record, the leave requests, and preparing the regular attendance reports.

4. Monitor the use of office resources and ensure an efficient use of the same.

5. Raise to the management, and follow up, on the needs and requirements of the team to maintain staff welfare.

6. Any other task reasonably assigned by the Supervisor.

Special requirements linked to the tasks: 

To conduct these tasks, Case Management Supervisors will need to handle beneficiary data in line with UNICEF data security policies which include:

1. Treat this information as confidential;
2. Use this data only for the purposes of the assignment;
3. Process this data in line with the tools and workflows pre-approved by UNICEF;
4. Do not disclose any beneficiary data with anyone unless authorized by UNICEF;
5. Do not use the equipment provided (mobile phone/laptop) for personal purposes;
6. Do not install any application on the equipment (mobile phone/laptop) provided UNICEF unless authorized by UNICEF;
7. Use strong passwords when requested to access the programme tools and platforms;
8. Make copies of all documents shared through the data communication platforms on the internal drives in organized folders and delete the documents on the mobile daily;
9. Report lost or stolen devices or a suspected breach of data policies immediately to UNICEF;
10. Make sure that the laptop and/or the mobile phone is locked before leaving the work place.

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

    Education:

• University degree (required)

• Previous leadership/supervisory experience;

• At least one-year relevant experience in customer care, call centre, social work or any other social/humanitarian/development field (desirable);

     Key Competencies:

• Excellent leadership skills;
• Excellent communication skills.
• Strong problem-solving approach and conflict resolution skills;
• Ability to manage time and prioritize tasks;
• Fluency in Arabic and moderate command in English (mandatory). Knowledge of Yemeni dialects is an asset.
• Knowledge of the Yemen context and proven working experience in a project implemented in Yemen (mandatory).
• Good knowledge of Microsoft office tools.
• Enthusiasm and ability to learn.
• Respect for diversity in the workplace, different ethnicities and backgrounds.
• Patience and ability to handle work pressure.

       Conditions of Work:

• The consultant will be based in Amman, Jordan with related work for the PMU Yemen Country Office
• The consultant will use UNICEF office resources. i.e. laptop, phone and devices to do their work, etc.
• The consultant must secure a Certificate of Fitness

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

View our competency framework at: http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

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, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

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