Background Information – Afghanistan
UNOPS strategy for Afghanistan is aimed at providing maximum support to the Government and people of Afghanistan though the delivery of projects and services in line with the government’s own priorities. The UNOPS Afghanistan Operation Center (AFOC) has been established as an organizational mechanism to deliver a range of projects for which UNOPS has been designated as the implementation agency. At present, UNOPS AFOC is implementing a number of projects in a range of sectors including infrastructure (roads and schools) development, capacity building to various ministries, and environmental protection, among others, on behalf of the Government of Afghanistan and the donor community.
The functional objective of UNOPS AFOC is to deliver projects in an efficient and effective manner, to achieve the development outcomes sought by the Government of Afghanistan and the donor community, where capacity building is always considered and encouraged. The aim of UNOPS AFOC is to provide implementation services to the Government of Afghanistan, the donor community and partner agencies in the reconstruction and development of the country. In doing so, UNOPS aims to exceed client expectations in the delivery of quality services throughout the country.
Background Information – Job-specific – Training and Monitoring Officer
The UNOPS Afghanistan Operations Center (AFOC) under the UNOPS Asia Region Office (AR) has been established to support, develop and oversee UNOPS’ portfolio of programmes and projects in Afghanistan and to ensure that synergies between programmes and projects are effectively developed. AFOC plays a critical role in ensuring quality services to UNOPS partners that meet stringent requirements of speed, efficiency and cost-effectiveness. UNOPS strategy for Afghanistan is aimed at providing maximum support to the Government and people of Afghanistan through the delivery of projects and services in line with the government’s own priorities. UNOPS Afghanistan has been established as an organizational mechanism to deliver a range of projects for which UNOPS has been designated as the implementation agency. At present, UNOPS Afghanistan is implementing a number of projects in a range of sectors including infrastructure (roads and schools) development, capacity building to various ministries, and environmental protection, among others, on behalf of the Government of Afghanistan and the donor community. On behalf of partners, UNOPS is implementing the Inter-Agency Information Centre (IAIC), a toll-free humanitarian helpline that connects people to assist and functions as an information exchange platform between affected populations and humanitarian and development partners. Feedback and complaints from affected populations are channelled to partners to improve programming and the timely delivery of a relevant response.
UNOPS is seeking an IAIC Training and Monitoring Officer to be responsible for the training of call centre operators, including their mental well-being, as well as implementing the IAIC’s quality assurance programme. The outcome of this consultancy is to further strengthen and streamline IAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan.
This result of this consultancy achieves IAIC’s objectives through the provision of:
Effective capacity building to develop new skills and augment existing skills Effective implementation of the quality assurance programme to monitor the performance of call handling agents and the service provided to callers. The incumbent reports to the Project Manager, which reports to Head of Programme Afghanistan Operations Center (AFOC) – Kabul, Afghanistan.
The Training and Monitoring Officer will perform the following duties with the transparency and integrity, and in adherence to the humanitarian standards for the information management as provided by the Active Learning Network for the Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook: Provide key support to the Project Manager, Supervisor, and Information Management Officer as required. Design and implement quality assurance standard operating procedures and performance indicators, including monitoring and evaluating call handling performance and data entry against indictors, designing performance improvement/capacity building training programmes, and designing user satisfaction surveys and remote monitoring surveys; Support in the design of key performance indicators (KPI) for operators (eg time to resolve the issue, time per interaction, optimisation rate, number of interactions handled per day) Support in the hiring of new operators, and other staff members as required Ensure IAIC staff act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality; Develop, review, update, enhance, and implement standard operating procedures for every aspect of the quality assurance process, including scripts and guidelines. Support the Information Management Officer in ensuring the accurate and timely delivery of two-way information; Design training strategy for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. Liaise and coordinate with partners to provide in-kind implement training strategy. Gender, protection, and active listening should centre the training strategy. Coordinate and facilitate partner training in area of specialty during the induction training for new staff members and as part of continuous training for existing staff members. Bilateral and cluster partners should be encouraged to participate to ensure every aspect of the response is represented. Support the performance management of staff against indicators; Hold regular meetings, ensuring minutes are uploaded to the shared drive. Support in the development of operator scripts, IVR messaging, and the design of telephone routing systems to ensure that callers are quickly able to obtain the information they require; Flag operational, programmatic, staff performance issues to management; Support the management of out-of-hours messages, follow up on attempts to connect to the IAIC during out-of-office hours. Support the IAIC achieve its objectives against indicators Identify and report technical issues affecting the operationalisation of the IAIC; Support in raising awareness of the call centre among affected populations and humanitarian actors. Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations and to quality assure data capturing and processing Establish and maintain effective relationships with stakeholders. Support and act where required as the accountability focal point between partners and the IAIC and ensure information flows in accordance with established information management and reporting standards and procedures. Represent the IAIC at meetings upon request, including but not limited to cluster-level meetings. Design and deliver cluster-specific, and other tailored presentations as required. Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner. Handle calls when required. Support in the conducting daily and weekly analysis of call log, referring cases and tracking cases referred to partners and their level of feedback as it comes in. Document this feedback from partners in a systematic way to facilitate analysis and reporting of impact, closing the loop on complaints, and support the overall accountability of humanitarian actors to the affected population. Support third party monitoring services and surveys for various partners, including the development of questionnaires, data sampling, guidance and training of operators, data cleaning, data analysis and report writing. Support in the documentation of the impact of the call centre. Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times Be flexible in undertaking the duties and responsibilities attached to their job; incumbents may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility, including taking meeting minutes. Perform Acting Supervisor duties as required; Perform other duties as required
Monitoring and Progress Controls:
Assessment of task completion. Successfully meeting the deadlines.
First-level university degree in project management, business administration, or a related field with a minimum of 2 years of progressively professional experience.
Required: Minimum of 2 years of progressive responsible experience in a managerial or supervisory role. Advanced experience in usage of computers and office software packages (Word, Excel, Outlook), advanced knowledge of automated procurement systems, and experience in handling of web-based management systems. Strong working knowledge of technology in humanitarian settings, preferably with knowledge of call handling systems Knowledge and proven experience in the application of protection principles Strong background in managing teams. Strong background in data collection, analysis and presentation of data At ease making public presentations and liaising with external stakeholders Strong experience in usage of Microsoft Office software package (MS Word, Excel especially) Knowledge of Accountability to Affected Populations, and Communicating with Communities. Desired:
Knowledge of and experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counseling techniques for distressed callers among other skills, and referral pathways Strong knowledge of protection issues Experience working in a call centre or other related field handling customer enquiries. Knowledge of new data analysis and visualization solutions such as PowerBI and Tableau Web development experience Experience working in the humanitarian field Knowledge of current political, economic, and social fabric of Afghanistan Working knowledge of communicating with disaster-affected populations and protection response infrastructure
Please note that the closing date is midnight Copenhagen time Applications received after the closing date will not be considered. Only those candidates that are short-listed for interviews will be notified. Qualified female candidates are strongly encouraged to apply. For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS. It is the policy of UNOPS to conduct background checks on all potential recruits. Recruitment in UNOPS is contingent on the results of such checks.
Application Closing Date – 22 September 2019
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