Accountability to Affected Population (AAP) Officer

Mission and objectivesThe fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations. Through 2018-2021 Strategic Plan, UNICEF’s work in education prioritizes equity – supporting all children regardless of their circumstances to have equal opportunities in education and learning – helping children secure basic skills such as literacy and numeracy and a wider range of skills. This includes paying particular attention to early learning, girls’ education, education for children with disabilities as well as education in emergencies and post-crisis context. In Bosnia and Herzegovina, UNICEF’s education programme is focused on the area of inclusive early learning, quality primary and secondary education and intercultural and inclusive education. In the area of inclusive early learning, the programme supports the continued expansion of preschool education programme.

ContextUNICEF is strongly committed to putting affected families, children and adolescents at the center of our work, as reflected in the Core Commitments for Children, in the recently revised IASC commitments on Accountability to Affected Populations (AAP), or in the World Humanitarian Summit, the Grand Bargain and wider 2030 Agenda commitments. These are central elements for improving the quality and effectiveness of our humanitarian and development programmes and ensuring affected communities can fulfil their rights to participate and be heard. However, efforts on AAP at country, regional and global levels remain ad hoc and not pursued with a coherent approach. UNICEF programmes have not fully connected the feedback from affected communities with the management processes that inform our actions. Engaging communities and facilitating their participation enables people, vulnerable to and affected by crises, to lead and shape positive, sustainable change in their own lives, communities and society. To do so, it is important to provide accessible information, ensure that an effective process for participation and feedback is in place, and that design and management decisions are responsive to the views of affected people and communities. UNICEF is working to ensure that the voices of the most vulnerable groups are heard and acted upon – considering gender, age, abilities and other diversities. This will create an environment of greater trust, transparency and accountability UNICEF has developed an AAP scale-up strategy, laying out the next steps in the process of integrating AAP within the humanitarian response programmes, but also ensuring scale-up to developmental programmes. UNICEF BiH has also been selected as one of the pilot countries for the global UNICARE Project, which will be supported as part of this assignment. The consultant will work closely with CO, RO and HQ AAP teams in order to support the implementation of UNICARE. Additionally, the consultant will strengthen the capacities of selected humanitarian and developmental partners to diversify feedback channels with the channels available through UNICARE such as WhatsApp and InForm . Additionally, the consultant will support the CO in developing Feedback and Complaints Channels for selected interventions that are not part of the humanitarian response and can be integrated in the UNICARE approach. The consultant will also conduct regular field visits and asses the implementation and quality of community engagement initiatives and feedback and complaints mechanisms. This UNV assignment is part of UNICEF’s AAP and UNICARE programme initiatives, supporting the office in piloting and Rolling out the UNICARE platform and other feedback and complaints channels such as digital forms, WhatsApp channel, focus group discussions (FGDs)

Task DescriptionUnder the direct supervision of the Programme Officer, the Accountability to Affected Population (AAP) Officer will provide support in the following areas: • In close collaboration with the global UNICARE team, provide cross-sectoral support to programmes during the pilot and launch of the UNICARE pilot with key implementing partners and in selected locations; . • Conduct field visit to programme implementation sites and provide technical support to partners in establishing and managing feedback and complaints mechanisms established through the UNICARE initiative. • Provide technical support and act as a resource person and trainer for UNICEF staff and implementing partners when it comes to the piloting of UNICARE and other feedback and complaints channels. • Provide technical support to the development and adjustment ticket flows in Primero that have been received through the WhatsApp, InForm and other channels, ensuring that flows are in line with internal SOPs and procedures. • Support activities related to the implementation of the UNICARE pilot, including: validation of channels with beneficiaries, coordination with CO/RO/EMOPS colleagues, technical support for the management of the Primero platform, pilot design, partner engagement and capacity building • Develop and edit surveys and questionnaires and other tools using pre-existing tools such as UNICEF InForm, KoBo Toolbox or other suitable platforms and validate these tools in the field through Focus Group Discussions (FGDs) in coordination with UNICARE team to ensure their effectiveness and appropriateness for data collection and identify approaches that can be integrated in the UNICARE initiative. • Support the implementation and uptake within the Office of the tools required for effective feedback management (InForm, KoBo, etc.), including UNICARE and other digital solutions as relevant in support of efficient end-to-end ticket management, data analysis and reporting. • Conduct knowledge management and ensure documentation of best practices, use cases and lessons learnt in the piloting process for sharing within UNICEF BiH CO and with the global team; • Support the continuous improvement and updating of standard operating procedures (SOPs) and strategies in relation to the UNICARE pilot, outlining requirements, and roles and responsibilities for the end-to-end management of community feedback, including ensuring timely and appropriate resolution, quality assurance, and data analysis and reporting. • Performs other duties as required.

Competencies and values• Accountability • Adaptability and flexibility • Creativity • Judgement and decision-making • Planning and organising • Professionalism • Self-management

Living conditions and remarksThe UN Volunteer will be based in Sarajevo, Bosnia and Herzegovina, where everything is available including education, health services and entertainment. There is a lively and large group of international community. UNICEF offers reasonable accommodation for UN Volunteers with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the recruitment process and afterwards in your assignment. The UN Volunteer will be responsible for arranging his/her own housing and other living essentials. You can check full entitlements at the duty station at https://app.unv.org/calculator. The complete UN Volunteer Conditions of Service is available at https://explore.unv.org/cos