AAP Support Officer
Organizational Context
UNICEF in the State of Palestine is dedicated to upholding children's rights to services and protection, ensuring every child has an equal opportunity to reach their full potential. The organization actively promotes Accountability to Affected Populations (AAP) through a Community Feedback Mechanism (CFM), including a hotline and chatbot, to gather direct feedback from communities. This role supports the AAP lead in managing feedback, reporting, and stakeholder engagement to ensure a coordinated approach to accountability.
Job Purpose
The AAP Support Officer will play a crucial role in strengthening UNICEF's Accountability to Affected Populations (AAP) in the State of Palestine. This position involves managing the Community Feedback Mechanism (CFM), including its hotline and chatbot, to ensure effective collection and referral of feedback from affected populations. The officer will be responsible for quality assurance of feedback, generating analytical reports, and coordinating with programme sections and external stakeholders. The aim is to enhance UNICEF's responsiveness and accountability by ensuring feedback is systematically managed, analyzed, and used to inform programming and improve service delivery for children.
Responsibilities
The AAP Support Officer will be responsible for supporting the implementation of the CFM action plan and coordinating across sections and stakeholders. This includes leading the creation and maintenance of internal referral pathways and communication materials. The role involves managing the day-to-day operations of the CFM with service providers, overseeing technology systems, and preparing workplans. Quality assurance of CFM operations, including monitoring and case-handling reviews, is a key duty. The officer will also lead on evidence generation by drafting the CFM results framework, developing monitoring tools, preparing analytical reports, and managing information for AAP interventions. Furthermore, the position requires leading capacity-building efforts for internal and external stakeholders on AAP and CFM, including training partners on feedback mechanisms.
Work Experience
A minimum of three years of relevant experience is required, preferably in accountability, community engagement, community feedback mechanisms, or similar programmes. Experience within the UN or an international development organization is an asset. Proficiency in data analysis and management, excellent oral and written communication skills, and strong interpersonal skills are essential. The candidate should be computer literate, self-motivated, and able to work effectively in a challenging, multicultural environment.
Skills
Key competencies include accountability, adaptability, creativity, judgment and decision-making, planning and organizing, professionalism, and self-management. Technical skills in data science, information management, and artificial intelligence are also relevant. Excellent communication, reporting, and data analysis skills are necessary, along with the ability to work collaboratively and effectively in a diverse team.