Training and Monitoring Officer

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.

Functional Responsibilities

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.

Education/Experience/Language requirements


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

Additional Considerations

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

In your application please specify that you found out about this opportunity on Veuillez indiquer dans votre candidature que vous avez consulté cette offre sur le site web

Monitoring Engineer

Interested in this role? Chat to UNOPS Recruiters at the upcoming Global Careers For Women event on 10 October 2019. 

Functional Responsibilities

1. General Background

The Project for Development of Water Supply Facilities in Dehsabz South Area – Parcel 2.2 (JICA V), funded by the Government of Japan (GoJ) through the Japan International Cooperation Agency (JICA) involves the design review, construction and installation of water supply facilities which are intended to support the planned new Kabul City. The water supply facilities include the following specific project scope components for design review, procurement of construction works, construction supervision, financial management and reporting.  Planned construction works outputs include the construction and installation of boreholes (testing and production wells), water pumping station, water transmission main, water pressure regulating reservoir and principle water distribution main system.

2. Purpose and Scope of Assignment

Under the overall supervision of the Project Manager and reporting directly to the Deputy Project Manager, the Monitoring Engineer for the JICA V Project is expected to support the implementation of the project activities through the provision of technical expertise and the application of best practices in the project implementation.

The Monitoring Engineer will assist the Deputy Project Manager, Water Supply Engineer and QA/QC Engineer to oversee implementation of contracted water supply facilities works in conformance with the design technical specifications. Any situation that may require decision making which will involve changes in the designs and/or plans will be brought to the notice of Project Manager with details of issues encountered at site and appropriate recommendations.

Specifically, the Monitoring Engineer will be responsible for multiple construction sites and shall perform the following duties and responsibilities:

  • Supporting the Project Manager to ensure the overall and timely delivery of the UNOPS JICA V Project in Kabul Province;
  • Understanding the technical specifications and scope of works for the Contractors that have been assigned to him/her by the Project Manager (or Water Supply Engineer on his/her behalf);
  • Ensure that all construction materials (e.g. steel, cement, pipes) are sourced by the Contractor from the approved quarry sites or suppliers;
  • Check contractor’s compliance to material specification for steel, cement, pipes etc., and provide regular reports to the Water Supply Engineer and Project Manager;
  • Assist the PM/Deputy PM in the implementation of Quality Plans to ensure specified quality of the water supply facilities works is achieved;
  • Develop basic bills of quantities and cost estimates, whenever asked by the Project Manager and Deputy Project Manager;
  • Monitor the water supply facilities construction works to ensure the work complies with the design and specifications;
  • Collect and document site information in relation to contractor’s work including information on the contractor’s work force, weather, progress of work and any other related information;
  • Check contractor’s claims and submittal for accuracy, and make recommendations to the Project Manager/Deputy Project Manager;
  • Ensure the strict implementation of quality control standards and procedures on the sites and report regularly to the PM/Deputy PM, Water Supply Engineer and/or QA/QC Engineer;
  • Take necessary steps to ensure timely completion of contractors’ work;
  • Prepare project progress reports and project briefs to the PM/Deputy Project MM, and assist him/her in compilation of data for reporting and briefings;
  • Prepare and manage project documentation systematically, especially assuring the organization and tidiness of the contractors’ site registers;
  • Assist the PM/Deputy PM in the hand-over and closing of the project;
  • Support the overall ownership and management of UNOPS assets at construction sites;
  • Perform other functions as may be assigned by the supervisor

Education/Experience/Language requirements

3. Qualifications and Experience

A.  Education

Bachelor’s degree in Civil Engineering or a relevant field from a recognized university; Professional Certificate in a relevant field and/or a Master’s Degree will be an advantage;

B. Work Experience

  • Minimum 4 years of fieldwork experience in the field of construction preferably in the road construction with proven experience in the supervision of multiple construction sites;
  • Proven experience of project implementation in close collaboration with the Government authorities and community organizations;
  • Previous work experience with the United Nations/UNOPS is desirable but not a requirement;
  • Working knowledge of MS Office programs, MS Project, AutoCAD and telecommunications equipment and systems;
  • Knowledge of UN/UNOPS rules and regulations is an advantage;
  • Fluency in both written and oral English is required;

C.  Languages

Excellent knowledge of both written and oral English and Dari is required;

D.  Key Competencies

  • Proven ability to implement technical guidelines and reporting;
  • Good organizational skills and knowledge of methods to measure contractor’s capacity;
  • Fully proficient in computer software, MS Excel, MS Word, MS Project and good knowledge of Auto Cad;
  • Knowledge of sources of supply, market trends, pricing, and other related matters;
  • Discretion and sound judgment in applying technical expertise to resolve day-to-day construction issues, and understanding of change control;
  • Ability to work towards tight deadlines;
  • Willingness to travel and/or to stay at the project sites for the week;
  • Good interpersonal skills and ability to establish and maintain effective working relations with people in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity

Application Closing Date – 27 September 2019

In your application please specify that you found out about this opportunity on Veuillez indiquer dans votre candidature que vous avez consulté cette offre sur le site web