Project Officer (Línea de Contacto Interagencial), (NO-1), TA, 364 days, #00137975, Caracas - Venezuela, LACR

Organizational Context

UNICEF works in over 190 countries and territories to save children's lives, defend their rights, and help them fulfill their potential. In Venezuela, UNICEF is part of the Interagency Contact Line (LdCI) initiative, a joint effort by UN agencies to provide a channel for affected populations to express feedback, ask questions, and report concerns regarding UN programs and projects.

Job Purpose

The Project Officer (Interagency Contact Line) will be responsible for strengthening and adapting the Contact Line mechanism to ensure its operational continuity in Venezuela. This role is crucial for ensuring that the voices of vulnerable groups are heard and acted upon, fostering an environment of trust, transparency, and accountability. The officer will collaborate with participating humanitarian organizations to offer a safe, reliable, and accessible feedback mechanism, complementing existing agency structures. This position aims to enhance the capacity of the UN System and its partners in Venezuela to effectively listen to and act on the feedback from affected populations, aligning with the strategic planning and the Humanitarian Response Plan.

Responsibilities

The Project Officer will serve as the central point of contact with the service provider for the Contact Line, ensuring its national operational effectiveness for individuals seeking or receiving humanitarian assistance to provide feedback, complaints, and express unmet needs. This includes defining and adjusting communication channels based on community interaction data and available experiences. The officer will define and review Standard Operating Procedures (SOPs) and flowcharts, incorporating manual processes where necessary. A key responsibility is strengthening the capacities of the service provider and contracted operators to ensure the Contact Line functions according to humanitarian principles, prioritizing user experience, ensuring feedback loops are closed, and adhering to established SOPs and automation processes. The role involves implementing monitoring activities across all communication channels to enhance the quality of operator tasks. Additionally, the officer must ensure the constant updating and availability of necessary operational documents for the operators, such as Q&A documents, referral protocols, and standard texts.

Work Experience

At least two years of relevant professional experience in program support, project coordination, or a similar role, preferably within a humanitarian or development context. Experience with feedback mechanisms or community engagement is an asset.

Skills

Project Management, Program Coordination, Stakeholder Engagement, Communication Skills, Problem-Solving, Monitoring and Evaluation, Report Writing, Interpersonal Skills, Adaptability, Attention to Detail, Teamwork, Cultural Sensitivity

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