Under the general guidance and supervision of the Monitoring and Evaluation Specialist, you will contribute to enhancing SCO’s accountability to affected populations by supporting the smooth operation of the Service Line, ensuring calls are received and logged as per the expected quality; providing information where available; supporting the resolution of more complex cases through the engagement of Programme Officers; documenting the process in line with UNICEF data privacy policies; supervising the monitoring assistants; leading the office AAP working group; representing the office in the regional and inter-agency working groups; and engaging with communities and collecting feedback. Summary of key functions/accountabilities:
Administrative Coordination of the Service Line.
Receiving, responding to, and logging feedback, suggestions, information requests and/or complaints received as per the Service Line standard operating procedure (SOP).
Facilitating the day-to-day supervision of the Monitoring Assistants.
Following up regularly with Programme Officers for the resolution of cases, as required.
Ensuring the quality of cases entered into the Service Line database, in line with UNICEF data privacy and protection policies.
Supporting the expansion of the Service Line through the coordination of the printing and delivery of awareness materials as well as sending bulk SMS.
Supporting other office-wide AAP efforts including, but not limited to, training UNICEF and partner staff on suggestion/complaint boxes and providing administrative support for the improvement of referral pathways.
Office Planning & Project Management
Develop and review AAP related work plans and SoPs, both on organizational and inter-agency level.
Ensures the availability and quality of tools to ensure timely progress on the organizational and inter-agency work plans/projects.
Undertakes community feedback surveys and focus group discussions and performs analysis of project/programme related data.
Monitors AAP project implementation against established milestones and makes recommendations to improve performance.
Helps ensure timely compliance with agreed deadlines.
Communications & Workflow
Lead the office AAP working group and propose solutions to improve AAP mechanisms across the programmes.
Manages the AAP system by engaging with programmes and ensuring responding to all received cases.
Highlighting serious red flags to concerned parties’ attention (like PSEA)
To qualify as a champion for every child you will have the below requirement:
Completion of secondary education is required, preferably supplemented by technical or university courses related to the field of work. For this position, a bachelor’s degree from a recognized academic institution in a relevant field may replace three years of related work experience. A master’s degree may replace additional two years.
A minimum of six (6) years of relevant administrative or clerical work experience is required.
Experience in humanitarian organization is desirable.
Experience in accountability to affected populations field is desirable.
Experience in providing trainings and supervision is desirable.
Experience in field work and interaction with people is desirable.
Fluency in English and Arabic is required. Knowledge of another official UN language (Chinese, French, Russian or Spanish) or a local language is an asset