Programme Manager, Complaints, Feedback and Redressal Mechanisms (CFRM), (P-4), Fixed Term, DAPM, New York, #128971

Under the guidance and supervision of the Chief, Risk Management in Partnership Implementation and Safeguarding, the Programme Manager (CFRM) works closely with HQ Divisions, particularly with the Office of Emergency Programmes (EMOPS), Programme Group (PG), Legal Office, as well as with Regional Office focal points for Risk / Safeguarding / PSEA. The Programme Manager (CFRM) also works closely with counterparts in UN entities and diverse partners as needed and is expected to work closely with other units in the Programme Effectiveness Team, particularly with the Programme Implementation Unit.

UNICEF works in over 190 countries and territories to save children’s 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. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a chance

The Division of Data, Analytics, Planning and Monitoring (DAPM) was established in 2019 to drive decision making and organizational learning, improve effectiveness and achievement of results of UNICEF and its partners to realize the rights and improve the life of every child. DAPM promotes the use of data, analytics, planning and monitoring, and related aspects of strategic country programme management, to achieve transformative impact for children.

The Division is responsible for driving, shaping and guiding UNICEF’s evidence-informed analysis, corporate and country planning, programme implementation and related risk management, monitoring, knowledge management and organizational performance. As such, DAPM enables the organization to deliver on results in a more coherent manner, based on agile and contextualized programming processes, and on data, evidence, and analytics, as well as the application of human-rights based and results-based approaches.

Within DAPM, the Programme Effectiveness Team (PET) leads, regulates and coordinates the development and issuance of organization-wide policies, procedures, standards, guidance, systems, tools and platforms to strengthen programme effectiveness across all contexts, including programme planning, implementation and related risk management, safeguarding, monitoring, organizational performance, knowledge management, at all levels.  In doing so, PET engages with all divisions/offices across HQ as well as with all regional offices, UN agencies, funds and programmes, specialized agencies, other technical organizations and the UN Development Coordination Office.

The post reports to the Chief, Risk Management in Partnership Implementation and Safeguarding Unit of the Programme Effectiveness Team (PET). This unit reflects an integrated and holistic portfolio approach to managing risks at the corporate level by combining into one unit the fiduciary, environmental and social safeguards (ESS), safeguarding and PSEA regulatory risk management functions as well as management of complaints, feedback and redressal mechanism (CFRM) with the aim of improving clarity, coherence, consistency, and effectiveness in risk management across the organization. This includes continued development and strengthening of corporate complaint, feedback and redressal mechanisms towards an effective and efficient system that enables UNICEF to receive and appropriately address all types of feedback and complaints from its stakeholders and thereby demonstrate its accountability to the people it serves and other stakeholders.

Purpose for the job

Under the guidance and supervision of the Chief, Risk Management in Partnership Implementation and Safeguarding, the Programme Manager (CFRM) works closely with HQ Divisions, particularly with the Office of Emergency Programmes (EMOPS), Programme Group (PG), Legal Office, as well as with Regional Office focal points for Risk / Safeguarding / PSEA. The Programme Manager (CFRM) also works closely with counterparts in UN entities and diverse partners as needed and is expected to work closely with other units in the Programme Effectiveness Team, particularly with the Programme Implementation Unit.

The purpose of the job is to:

1. Coordinate the development/review/update, testing and rollout of the forthcoming CFRM Procedure and associated system, tools and guidance on CFRM.
2. Strengthen knowledge, capabilities and full application of the forthcoming CFRM procedure and management system.
3. Facilitate efficient decision making/response based on analysis and referral of complaints and feedback received from stakeholders, and support UNICEF Offices on CFRM as needed.
4. Interagency coordination, harmonization and exchange.
5. Support global oversight, monitoring and reporting on CFRM.

How can you make a difference? 

1) Coordinate the development/review/update, testing and rollout of the (forthcoming) CFRM Procedure, associated system, tools and guidance.
a. Drive and actively support achievement of the strategic objectives of the CFRM Procedure and tools/system, serving multiple commitments: ESS, Safeguarding, AAP etc.
b. Coordinate with HQ divisions and offices to establish and continuously evolve the UNICEF approach to Complaint, Feedback and Redressal Mechanisms.
c. Initiate and maintain a dynamic network of CFRM focal points at regional, CO and HQ division level.
d. Serve as co-business owner for development, maintenance and enhancement of a digital Information Management System (IMS), for feedback and complaint intake (UNICARE), categorization, referral and response; along with analysis, in collaboration with other divisions, particularly EMOPS (focal point for AAP and UNICARE business analyst), PG, OIAI and Legal Office.
e. Address/coordinate the response to user queries/requests on the CFRM Procedure, guidance and digital system/IMS.
f. Support the establishment of fit-for-purpose CFRM capacity across UNICEF country and regional offices.
g. Define resource requirements and support resource mobilization for CFRM related initiatives.

2) Strengthen knowledge, capabilities and full application of CFRM procedure and management system.
a. Develop and drive implementation of an evidence-based capacity strengthening strategy / plan based on knowledge/understanding of facilitators and barriers for its optimal application, at all levels.
b. Lead roll-out of corporate CFRM through dissemination of well-developed training/orientation materials and facilitate/support training and awareness raising of internal and external stakeholders (including implementing partners).
c. Develop evidence-based strategies for strengthening/reinforcing commitment and institutional capacities of national and local partners, taking a strategic approach to the identification of these partners and partnerships (e.g. giving due consideration and integration with localization commitments).
d. Identify opportunities for integration / use of data and information from CFRM during planning, monitoring and evaluation of UNICEF supported interventions.
e. Lead systematic analysis, knowledge generation, use and learning, of CFRM.
f. Document lessons learnt and good practices on CFRM, generate knowledge products and its dissemination.

3) Facilitate efficient decision making/response based on analysis, referral and escalation of complaints and feedback received from stakeholders and support UNICEF Offices on CFRM as needed.
a. Strengthen the capacity of regional and country office focal points to ensure that CFRM data is used for timely and appropriate response to stakeholder and/or escalation.
b. Ensure the development/enhancement/maintenance of effective analytical tools for use at country, regional and global levels.
c. Ensure that information, data and experience from CFRM is regularly reviewed, documented and considered in systematic as well as case specific corrective actions/response and subsequent design/redesign and monitoring of UNICEF supported programmes.
d. Support the identification and escalation of cases to relevant divisions, as needed.

4) Interagency coordination, harmonization and exchange.

a. Support/initiate/liaise and expand partnership with interagency CFRM/Grievance mechanism focal points.
b. Promote the harmonization of CFRM tools and platforms among UN agencies, as relevant.
c. Document experience and contribution of the CFRM (or similar mechanisms of other agencies) to programmatic results and assurance of commitments in ESS, AAP and Safeguarding.
d. Serve as focal point to address partner and donor queries at global level.

5) Global oversight, monitoring and reporting
a. Contribute to global indicator definition, analysis and reporting (internal and external) on CFRM.
b. Contribute to periodic analysis and dissemination of information from the IMS and lessons learned.
c. Contribute to partner/donor notification/reporting through timely and adequate donor notification ensuring UNICEF’s Policy on Information Disclosure and Policy on Data Protection are respected.
d. Contribute to needs-based analysis and reporting, including donor reporting.

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

• Education: Advanced University Degree (Master’s) in Social Sciences, International Relations, International Development, Public Administration, Public Policy, Social Policy, Social Development, Community Development/Engagement, Management Systems, or other relevant disciplines.

• Work Experience:
• At least eight (8) years of relevant experience, including having worked with the UN and/or INGO with specific focus on coordination, programme management, risk management and community engagement in developing countries.
• Experience in programming and managing risk in humanitarian action and complex settings is highly desirable, including direct experience in establishing and managing CFRMs is highly desirable.
• Demonstrated maturity in judgment and inter-personal skills, excellent skills in analytics and experience in data analysis and visualization.
• Strong analytical, problem-solving and decision-making skills, with the ability to assess complex situations, identify risks and opportunities, and provide sound and timely advice.
• Experience in capacity strengthening and rollout of regulatory documents, guidance, tools and information management systems. Experience in ESS, AAP, Safeguarding/PSEA is an asset.
• Proven communication skills, including facilitation and use of tools for online and face to face workshops, policy presentations, discussions and networking of strategic information.
• Experience in requirement definition, maintenance and user support of corporate digital solutions is an asset.
• Language Requirements: Fluency in English (verbal and written) is required. Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is considered an asset.

For every Child, you demonstrate…

UNICEF’s 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 are…

(1) Builds and maintains partnerships

(2) Demonstrates self-awareness and ethical awareness

(3) Drive to achieve results for impact

(4) Innovates and embraces change

(5) Manages ambiguity and complexity

(6) Thinks and acts strategically

(7) Works collaboratively with others 

Familiarize yourself with our competency framework and its different levels.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of measures to include a more diverse workforce, such as paid parental leave, time off for breastfeeding purposes, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

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. UNICEF is committed to promoting the protection and safeguarding of all children. All selected candidates will 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.

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.

Government employees who are considered for employment with UNICEF are normally required 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. 

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 applicants’ bank account information.

In this role, you will collaborate with colleagues across multiple locations. For effective collaboration, we encourage flexible working hours that accommodate different time zones while prioritizing staff wellbeing.

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

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.