UNICEF works in over 190 countries and territories to save childrenโs lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.
At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job โ it is a calling.
UNICEF is a place where careers are built: we offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture, coupled with an attractive compensation and benefits package.
Visit our website to learn more about what we do at UNICEF.
For every child, the right to Future
Background and Strategic Context
The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does โ in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to childrenโs 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 favoritism. To the degree that any child has an unequal chance in life โ in its social, political, economic, civic and cultural dimensions โ her or his rights are violated. There is growing evidence that investing in the health, education and protection of a societyโs most disadvantaged citizens โ addressing inequity โ not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.
With the commitment of UNICEF SCO for AAP generally and specifically under L3, UNICEF SCO has launched a interagency and office wide complaints and feedback mechanism and system through different CFM channels, as a key tool to achieve AAP mainstreaming and update of feedback received. This CFM will safeguard a safe, accessible, dignified communication channel with people UNICEF serves and to ensure that UNICEF has the ability to consult, engage, listen, inform and respond to needs and queries. In this regard, UNICEF SCO is recruiting an AAP Officer to support in the mainstreaming of the AAP within UNICEF all sections internally, with UNICEF implementing partners and at inter-agency level, support in the running, follow-up on of the built channels, build new channels, and sustainability of this component under the direct supervision the AAP Programme Manager.
The Officer shall be responsible for the supervision and lead the daily operation of different CFM channels while maintaining strong coordination with all sections to safeguard proper referral pathways, case handling and up-to-date information sharing. In addition, the officer will support the implementation of all related AAP activities under the UNICEFโs commitments across all AAP pillars.
The scope of work for this position will fall under AAP as the overall umbrella and CFM specifically. It will focus on the overall implementation of the CFM system with different channels starting from the AAP Centre to community help desks and the setup of the CFM system, planning and coordination with all stakeholders, capacity building and implementation of CFM channels while ensuring proper operation and processes are running professionally. This role will safeguard the coordination and capacity building for all UNICEF staff and stakeholders to ensure proper implementation and ensure sections have a consistent flow of feedback to respond to dynamic needs by swiftly adapting their programmes.
Summary of Key Functions and Accountabilities
1. AAP Mainstreaming and Coordination for CFM
a. Lead the CFM action plan implementation with strong coordination across sections and stakeholders.
b. Support AAP integration in programme design, planning, and response.
c. Contribute to AAP mainstreaming work with Implementing Partners, including PD review, clearance, and monitoring.
d. Coordinate AAP components under World Bank projects.
e. Support creation and maintenance of internal referral pathways and key communication materials.
2. CFM Operations Management and Quality Assurance
a. Manage the full CFM operation with service providers.
b. In collaboration with IM hub, Design and Oversee Technology systems, business requirements, and the functioning of the CRM and call management system.
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. Conduct quality assurance (monitoring, satisfaction surveys, case-handling reviews).
f. Lead case management end-to-end with CFM focal points.
3. Monitoring, Evidence Generation and Learning
a. Draft the CFM results framework with KPIs.
b. Contribute to development of monitoring tools for overall AAP operations and the CFM pillar.
c. Support evidence generation and trend analysis to inform programming and advocacy papers.
d. Coordinate with PME to ensure feedback is integrated in monitoring, evidence generation and dissemination
4. Coordination and case management
a. Support capacity-building efforts for internal and external stakeholders based on CFM learnings and integration. This includes working with sections on how to share and sensitize implementing partners to feedback.
b. Supervise project-based CFM Technical Consultants.
Minimum Qualifications and Competencies:
โข Education: Bachelorโs degree in political sciences, international affairs, Human Rights, International studies, Development studies, IT/MIS/IM or engineering related or any related
โข Experience: 2 yearsโ experience in AAP in general and CFM in specific in setting up CFM systems and different channels like call center and others; ย experience in UN or INGOs or NGOs and inter-agency coordination; including yearsโ experience in different sectors programming like protection, cash, emergency and humanitarian
โข Language Requirements: Fluency in English and Arabic is required. Knowledge of another official UN language (French, Spanish, or Russian) or the local language is an asset.
โข Skills (optional):Proven ability to work independently under difficult conditions; Demonstrated ability to work in a multicultural environment and establish harmonious and effective working relationships, both within and outside the organization; Excellent facilitation, training, networking and advocacy skills; Ability to work collaboratively as part of a team in a challenging and highly fluid environment, flexibility and ability to handle constant change; Experience in working with UN agencies or NGOs; Experience in implementing emergency, humanitarian programmes and projects; Experience in coordination at interagency level; Experience in implementing humanitarian cash transfers programme; Experience coordinating and mainstreaming programmatic aspects across all sections and sectors internally and externally; Good analytical skills and knowledge of quantitative, qualitative and participatory research methodologies and analysis; Proven information management and data skills in the areas of mobile data collection, data visualization, including mapping and M&E; Demonstrated excellent written and oral communication skills and the ability to clearly and accurately convey information
Core Values:
โข Care
โข Respect
โข Integrity
โข Trust
โข Accountability
โข Sustainability
Core Competencies (For Staff with Supervisory Responsibilities) *
โข Nurtures, Leads and Manages People (1)
โข Demonstrates Self Awareness and Ethical Awareness (1)
โข Works Collaboratively with others (1)
โข Builds and Maintains Partnerships (1)
โข Innovates and Embraces Change (1)
โข Thinks and Acts Strategically (1)
โข Drive to achieve impactful results (1)
โข Manages ambiguity and complexity (1)
*The 7 core competencies are applicable to all employees. However, the competency Nurtures, Leads and Managers people is only applicable to staff who supervise others.
For every Child, you demonstrate...
UNICEFโs Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values
The UNICEF competencies required for this post areโฆ
Familiarize yourself with our competency framework and its different levels.
UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone,ย irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.
UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer aย wide range of benefits to our staff, including paid parental leave, breastfeeding breaks andย reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.
UNICEF does not hire candidates who are married to children (persons under 18). 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 based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.
Remarks:
As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.
UNICEF is committed to fostering an inclusive, representative, and welcoming workforce. For this position, eligible and suitable [Insert candidates from targeted underrepresented groups] are encouraged to apply.
Government employees who are considered for employment with UNICEF are normally requiredย to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.ย
UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicantsโ bank account information.
All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.
Additional information about working for UNICEF can be found here.