Org. Setting and Reporting
UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA's services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. The Incumbent: (i) Title of current Supervisor: Field Programme Support Officer (Temporary) (ii) Title of (Long Term) Supervisor: Accountability to Affected Population Officer (iii)Title of Supervisee/s: NA
Responsibilities
The Incumbent: A) Anticipated outputs - With the support of the FPSO/AAP Officer, manages day-to-day CFM activities and operates CFM communication channels, with a focus on the online complaints and feedback received through the online CAS system on service-related feedback and covering other channels as per the SOPs. - Receives and records of complaints, feedback, requests for information, and suggestions from beneficiaries and community members while ensuring confidentiality and dignity, and screening for potential misconduct in line with UNRWA rules and regulations. - Categorize cases (general feedback, programmatic complaint, sensitive complaint, fraud, PSEA, etc.) and respond or react to feedback and complaints based on the available SOPs. - Ensures confidentiality, dignity, and survivor-centered approaches in all interactions in line with AAP and protection standards. - Maintains up-to-date and clean documentation, data, ensuring accuracy, completeness, and standard formatting in the internal database in line with data protection, confidentiality and safeguarding standards. - Contributes to awareness-raising activities aiming to increase the beneficiaries’ understanding of the CFM channels and processing of feedback. - Performs other duties as may be assigned by the supervisor. B) Nature and level of external and internal contacts - Escalates cases according to SOPs internally within required timelines as required. - Tracks pending cases and reminds relevant staff to provide updates for a timely response. - Prepares various reports related to CFM data, including contributions to AAP reports, presentations, or donor documentation as requested. - Regular coordination with Area Chiefs, CfWP staff, CCSOs, and CBOs to ensure frontline staff understand feedback trends and improve service delivery. - Direct interaction with beneficiaries and users of the CfWP CFM. - Contributes to the development, conceptualization and implementation of the WBFO CFM.
Competencies
UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. in addition to: i. Analyzing ii. Relating and Networking iii. Planning and Organizing iv. Coping with Pressure and Setbacks v. Applying Technical Expertise vi. Integrity
Education
A university degree from an accredited educational institution in Management, Law, Social Sciences, Social Services, Public Administration, Human rights, Development Studies or a related field
Job - Specific Qualification
Not available.
Work Experience
Indicate your current involvement in any outside activities, as it is required. Including but not limited to employment, independent contractor/freelance consultant, board member (corporate, academic, etc), expert group, lobby, public speaking/writing (article, book, blog, social media etc), teaching, conferences, training, press statement, voluntary work, political activity, fundraising/donation for non-UNRWA entity, running for public office, role in political party or orgs, owning business, work for gov./NGO/private company/charity, UNRWA partner/vendor, full/part-time, paid or not. A “yes” answer doesn’t necessarily lead to exclusion from future work at UNRWA, yet misrepresentation in providing accurate/complete info can lead to disqualification/termination of appointment, if hired. - Minimum four years of relevant experience, preferably in protection, legal work, human resources administration, case work, investigations, MEAL, CFM management, customer service, community engagement and/or similar community facing roles is required - Experience in customer feedback and complaints management or similar tasks, preferably experience in Complaints and Feedback Systems with humanitarian and/or development sector. - proven experience in accountability especially accountability to affected people (AAP) feedback mechanisms concepts and international humanitarian quality standards is Desirable - Ability to distinguish between community feedback on services, human resources issues and potential misconduct. - Experience with data entry, record keeping, or hotline operations is an asset. - Experience in MS Office applications - Desirably previous experience of working with national or international NGOs or UN entities. -Please confirm if you live/ reside in West Bank or Jerusalem? And if you have West Bank or Jerusalem ID. please to mention its number down, as it is desirable
Languages
English and French are the working languages of the United Nations Secretariat. For this job opening, English and Arabic are required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).
Required Languages LanguageReadingWritingListeningSpeakingEnglishUN Level IIUN Level IIUN Level IIUN Level IIArabicUN Level IUN Level IUN Level IUN Level I Assessment - Evaluation of qualified candidates may include an assessment exercise which will be followed by a competency-based interview. Special Notice Type of Contract: Limited Duration Contract (LDC), Band F. step"01" The Limited Duration Contract applies to external candidates and UNRWA internal candidates on LDC. Duration of Contract: Until 31/12/2026 - with the possibility of further extension, subject to the availability of funds, satisfactory performance and continuing need. Grade & Salary: LDC- Band F Step"01" monthly basic salary ranges JOD (1,213.30) Other Benefits: Other benefits include compulsory medical insurance, 30 days of annual leave pro-rated to the duration of the contract where less than one year, and family allowance (if applicable). Additional benefits: - 2 days of sick leave for each completed month of service. - Maternity Leave, upon meeting eligibility requirements. - 2 weeks paternity leave. upon meeting eligibility requirements. This vacancy notice is open to internal candidates on LDC contract and external candidates. Only candidates residing in West Bank or Jerusalem, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply. The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in West Bank/ Jerusalem, and without a valid work permit, the appointment may be rescinded. Preference will be given to registered Palestine refugees and candidates of the underrepresented gender to assist the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities. A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post in the future should suitable vacancies become available. Only applications that have been fully completed in UNRWA's online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 or LDC Bands E to H must submit a cover letter/motivational statement to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate. For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under "Category" RLG, scroll down to see all categories, then select their local grade. Please find below the link to a video that guides applicants on how to apply to Job Openings: https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view? usp=sharing Equivalency: Equivalency may apply for this post. NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination. Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. The Agency may disqualify applicants whose name appears on the UN Sanctions List, or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations. The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework. UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live. For more details on UNRWA, please visit: https://www.unrwa.org/ United Nations Considerations Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work environment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date. No Fee THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.
