Casework Specialist

Organizational Context

The UN Resident Coordinator Office in Uzbekistan supports the UN Country Team in advancing sustainable development objectives and implementing the UN Cooperation Framework. It plays a crucial role in promoting human rights, accountability, and effective complaint mechanisms. The office is experiencing an increasing volume and complexity of communications, necessitating support to enhance its processes and ensure responsiveness and efficiency.

Job Purpose

This National UN Volunteer assignment aims to strengthen the UN Resident Coordinator Office's complaint intake, case management, research, documentation, and communication processes. The volunteer will contribute to improving the accessibility, responsiveness, and efficiency of the complaints-handling mechanism. Key objectives include ensuring confidentiality, data protection, and protection-sensitive approaches in all interactions, thereby enhancing the UN System's ability to address individual petitions, communications, and requests for assistance effectively and in line with human rights standards.

Responsibilities

The National UN Volunteer will receive and process individual communications and complaints via written, electronic, or phone channels. Responsibilities include assessing submissions against international human rights standards, categorizing cases, and drafting standard responses for non-violation cases. For potential human rights violations, the volunteer will request additional information, provide guidance on UN Human Rights System procedures, and facilitate referrals to other UN agencies or relevant organizations. The role involves clearing backlogs, inputting and tracking cases in a database, maintaining case files, and updating referral lists. Additionally, the volunteer will analyze case trends, compile statistics, and prepare data visualizations for reporting, while consistently applying protection-sensitive and survivor-centred approaches and ensuring secure, confidential handling of sensitive information.

Work Experience

A minimum of five years of professional experience, particularly in human rights issues, is required. Candidates should possess strong communication, analytical, and drafting skills, high emotional resilience, attention to detail, and a commitment to confidentiality and impartiality. Proficiency in computer applications, familiarity with the Uzbek institutional landscape and/or civil society organizations, and experience handling sensitive casework or working with vulnerable individuals are also important.

Skills

Key competencies include accountability, judgment and decision-making, planning and organizing, professionalism, and self-management. Expertise in legal affairs is also required. The role demands excellent computer skills, including proficiency with word processors, spreadsheets, and database applications, along with the ability to work under pressure and manage multiple tasks.

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