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Remote/Home-based: Consultant to deliver Feedback Management Documentation and Training Development (115 working days) - Office of Emergency Programmes (EMOPS)

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Job no: 572920

Contract type: Consultant

Duty Station: Geneva

Level: Consultancy

Location: Switzerland

Categories: Emergency, Knowledge Management

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.

For every child, a voice.

Purpose of Activity/Assignment

To support fulfilling its responsibility to be accountable to its stakeholders – from affected people to donors, UNICEF is committed to realize the following vision: “UNICEF appropriately addresses all types of feedback and complaints from anyone, anywhere, to build a more accountable world for children and their families”. This is in line with UNICEF’s Core Commitments for Children (CCCs), Safeguarding Policy, Policy on Environmental and Social Safeguards and Sustainability, Policy on Personal Data Protection, Policy on Ethics in Evidence Generation and Procedure on Complaints, Feedback and Redressal Mechanisms (CFRM), as well as the IASC Guidance Note on Inter-Agency Sexual Exploitation and Abuse Referral Procedures, all of which require the establishment of mechanisms to securely, timely and effectively manage feedback and associated redressal processes.

To support UNICEF Offices and Partners operationalizing the above-mentioned commitments, a standardized corporate solution is being jointly developed through a cross-divisional collaboration. This solution, named UNICARE (UNICEF's Community-driven Accountability Response Ecosystem), will include comprehensive guidance, ready-to-use templates, an ICTD-endorsed digital platform, and HQ-level support. UNICARE will enable effective compliance with donor commitments and UNICEF’s Policies, Procedures, and Standards while, simultaneously, enhancing financial efficiency by mitigating duplicative efforts in the independent development of similar products across individual offices.

The consultant will support the UNICARE Project Team in developing global guidance and templates for feedback management.

Scope of work

• Review and improve the field-testing ToRs
• Global template feedback management governance structure ToRs
• Global templates for CFRM-related positions ToRs
• Global template feedback management focal point ToRs
• Global template feedback management SOPs
• Global template feedback automation flow
• Feedback management training of trainers' package
• Feedback management training videos
• Feedback analysis framework
• Feedback management monitoring framework

Work Assignment Overview

Tasks / MilestoneDeliverables / OutputsTimeline / DeadlineGlobal template feedback management governance structure ToRsA global template proposing the constituency, roles and responsibilities of a standard country office level feedback management governance structure.

By 20 June 2024

Global template CFRM manager ToRsA global template proposing the standard responsibilities of a CFRM Manager at country office level.

By 7 July 2024

Global template feedback management focal point ToRsA global template proposing the standard responsibilities of the feedback management focal points at country office level.

By 7 July 2024

Global template feedback automation flowA global template proposing the feedback automation flow to be used in the feedback collection channels at country office level.

By 14 July 2024

Global template feedback management Standard Operation Procedures (SOPs)A global template proposing the Standard Operation Procedures for feedback management at country office level.

By 19 August 2024

Feedback analysis frameworkA global template proposing a framework for feedback analysis and insights visualization.

2 September 2024

Feedback management monitoring frameworkA global template proposing a framework for feedback management monitoring.

By 16 September 2024

Feedback management training of trainers' packageA standardized feedback management training of trainers' package, comprised of user manuals, training sessions plans, and training presentations, to be contextualized and used at country office level.

By 18 November 2024

Feedback management training videosA package of video recordings to support feedback management capacity building.

By 15 December 2024

Estimated Duration of the Contract

115 working days between June and December 2024.

Consultant’s Work Place and Official Travel

The Consultant will be remote/home-based with no travels foreseen.

Estimated Cost of the Consultancy & Payment Schedule

Payment of professional fees will be based on submission of an invoice and satisfactory completion of the above-mentioned deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

Please submit a professional fee (in USD) based on 115 working days to undertake this assignment.

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

• An Advanced University degree in the area of international relations, humanitarian affairs, management, information technology or similar.
• A first level university degree with an additional two (2) years of experience may be accepted in lieu of the advanced university degree.
• Minimum of five (5) years of experience operationalizing Accountability to Affected Populations and Communication and Community Engagement, especially feedback and complaints mechanisms.
• Experience developing global guidance and templates.
• Strong knowledge of the IASC guidance, tools and processes.
• Excellent proficiency of the English language.

For every Child, you demonstrate…

UNICEF’s core values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS), 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.

Remarks:

Please include a full CV and a Cover Letter in your application. Additionally, indicate your availability and professional fee (in USD) to undertake the terms of reference above. Applications submitted without a professional fee will not be considered. Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.

UNICEF offers reasonable accommodation for consultants with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

Advertised: W. Europe Daylight Time

Deadline: W. Europe Daylight Time