The Position:
Under the overall supervision of the Senior PSEAH Coordinator (NWS) and under the close technical supervision of the AAP Adviser (OCHA) and in coordination with the Risk Management Specialist, the successful candidate will support the the day-to-day work and implementation of the Turkey-based cross-border inter-agency Community-Based Feedback and Complaints Mechanism (CBCM).
The primary objective of this position is to promote two-way communication with affected people, UN agencies, and NGOs to empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation. The Senior AAP/CBMC Associate(s) will help ensure efficient and effective coordination of humanitarian actors operating in Northwest Syria by collecting and circulating information about the urgent needs and priorities of affected populations. S/he promotes high-quality information sharing and messaging, which give affected populations access to essential, relevant, and timely information to allow for informed decision-making and access to services.
How you can make a difference:
UNFPA is the lead UN agency for delivering a world where every pregnancy is wanted, every childbirth is safe and every young person's potential is fulfilled. UNFPA’s strategic plan (2022-2025), reaffirms the relevance of the current strategic direction of UNFPA and focuses on three transformative results: to end preventable maternal deaths; end unmet need for family planning; and end gender-based violence and harmful practices. These results capture our strategic commitments on accelerating progress towards realizing the ICPD and SDGs in the Decade of Action leading up to 2030. Our strategic plan calls upon UN Member States, organizations and individuals to “build forward better”, while addressing the negative impacts of the Covid-19 pandemic on women’s and girls’ access to sexual and reproductive health and reproductive rights, recover lost gains and realize our goals.
In a world where fundamental human rights are at risk, we need principled and ethical staff, who embody these international norms and standards, and who will defend them courageously and with full conviction.
UNFPA is seeking candidates that transform, inspire, and deliver high impact and sustained results; we need staff who are transparent, exceptional in how they manage the resources entrusted to them and who commit to deliver excellence in programme results.
Job Purpose:
Since 2017, the Protection from Sexual Exploitation, Abuse (PSEA) Network has been supporting the inter-agency humanitarian response through activities aimed at fulfilling global PSEA commitments, striving to decrease the risk of crisis‐affected communities experiencing incidents of SEA and to provide technical and operational support to humanitarian actors to investigate, prevent and respond to SEA allegations.
The inter-agency Risk Management Unit, Accountability to Affected People (AAP) Taskforce and PSEA Network are expanding the PSEA hotline to include fraud, corruption and similar misconduct incident reporting under AAP, while continuing to provide information about available humanitarian services and strengthening referral pathways. UNFPA, OCHA, in coordination with the DRHC (Deputy Regional Humanitarian Coordinator), will support and expand an inter-agency hotline, named Safe Line, in Northwest Syria (NWS) and Northeast Syria (NES). By enhancing the collective feedback mechanisms in NES and NWS, this action will contribute to create a safe, inclusive, and confidential platform for directly receiving and referring to all types of sensitive complaints, including human rights violations, protection, child protection, and gender-based violence, including Sexual exploitation, abuse and harassment (SEAH) allegations, misconduct, fraud, corruption, aid diversion, and discrimination. In NWS, collective AAP mechanisms have already been established, and through this action, they will be expanded by adding a face-to-face component, strengthening the feedback loop between humanitarian actors and affected populations, informing decision-making processes, and enhancing the transparency and effectiveness of emergency response efforts.
You would be responsible for:
A. Support the common feedback and complain channel:

• Receive requests for information, complaints and feedback through the inter-agency joint AAP-PSEA call center, and other dedicated channels, in a confidential and timely manner, creating a safe environment for the complainant to report sensitive incidents or feedback.
• Take action on received calls independently. Assess needed action, provide information or refer to the appropriate body if applicable. Follow-up on case status and/or survivor support status independently.
• Translate and record the reported complaints/requests/feedback from Arabic to English, document the cases, maintain the call log database and accurately fill-in the incident intake form.
• Categorize the complaints and action taken in the database throughout the case management process for trend analysis.
• Refer SEA complaints to the Senior PSEA Coordinator or PSEA unit focal point in a timely manner, for further action.
• Work with partners (including cluster coordinators and key stakeholders) to maintain up-to-date service mapping and provide the complainant with information on available services in their location.
• Ensure full compliance with data protection, confidentiality and security standards principles.
• Work with the AAP team, clusters and other partners to maintain and upgrade the existing information management system to support reporting and information sharing by streamlining underlying technical processes.

B. Ensure a timely and coordinated response:

• Refer SEA complaints to the Senior PSEA Coordinator or PSEA unit focal point in a timely manner, for further action.
• Work with partners (including cluster coordinators and key stakeholders) to maintain up-to-date service mapping and provide the complainant with information on available services in their location.
• Ensure full compliance with data protection, confidentiality and security standards principles.
• Work with the AAP team, clusters and other partners to maintain and upgrade the existing information management system to support reporting and information sharing by streamlining underlying technical processes.

C. Data and information management and reporting:

• Work with Information Management staff to analyze the current information management system and its relevance within the humanitarian context of NWS, including how it integrates existing resources, emerging resources and mobile phone technologies to establish and maintain strong two-way communication and feedback with affected communities.
• Together with the different teams, review, maintain and update internal and external information management policies and standard operating procedures to facilitate, support, and promote data and information flow and information sharing within the humanitarian and wider community.
• Conduct the external referral of feedback cases to partners including the verification of information and corresponding actions required to solicit timely responses and close the feedback loop. Ensuring these responses are delivered to callers in an appropriate way and within the required timeframe.
• Maintain effective relationships with stakeholders to discuss and adapt referral agreements, core tools (service directory and standard messaging repository) and analysis/reporting needs.
• Prepare weekly, monthly and quarterly reports/dashboards, infographics and statistics of the complaints records.

Carry out any other duties as may be required by UNFPA leadership.
Qualification and Experience:
Education:
Secondary Level Education is required.
A first-level university degree in Social Science, Development Studies, Business Administration, Public Health, Law or related field from an accredited academic institution is desired.
Knowledge and Experience:

• A minimum of five years of relevant professional experience in development and/or humanitarian programme/project management and coordination with focus on programme implementation.
• Demonstrable experience working for International Organizations in humanitarian emergency contexts.
• Previous experience working on Syria response is an advantage.
• Previous demonstrable experience on PSEA, AAP, protection, gender-based violence, child protection, safeguarding or a related field is highly desirable.
• Solid understanding of inter-agency and multi-sectoral processes.
• Experience processing data, preparing statistical analytical reports and/or infographics is an advantage.
• Proficient in current MS Office software is required.

Languages:
Fluency in English and Arabic is required. Knowledge of Kurdish is an advantage.
Required Competencies
Values:

• Exemplifying integrity,
• Demonstrating commitment to UNFPA and the UN system,
• Embracing cultural diversity,
• Embracing change

Core Competencies:

• Achieving results,
• Being accountable,
• Developing and applying professional expertise/business acumen,
• Thinking analytically and strategically,
• Working in teams/managing ourselves and our relationships,
• Communicating for impact

Functional Competencies: