SBC Officer – AAP

Job Posting Organization:
UNICEF, established in 1946, operates in over 190 countries and territories with a mission to save children's lives, defend their rights, and help them fulfill their potential. The organization is committed to promoting the rights of every child and emphasizes equity, ensuring that all children have the opportunity to survive and thrive without discrimination. UNICEF is known for its diverse opportunities for professional and personal development, fostering a culture of belonging and growth, and providing an attractive compensation and benefits package.

Job Overview:
The SBC Officer – AAP role is crucial for the effective development, rollout, and management of a digital Complaint, Feedback, and Redressal Mechanism (CFRM) system across various program sections and implementing partners in both development and humanitarian contexts. This position is responsible for overseeing the smooth operation of the CFRM system, ensuring community feedback is systematically captured, analyzed, and utilized to inform program planning and decision-making. The officer will work under the supervision of the Cox’s Bazar SBC Team lead/Specialist and collaborate closely with various stakeholders, including the T4D/ICT Specialist and UNICEF Implementing Partners. The role involves providing technical support for the operationalization and implementation of CFRM data collection and sharing, building capacity among UNICEF and partners, ensuring timely referral of sensitive cases, and generating reports to inform planning and closure of complaints and feedback loops.

Duties and Responsibilities:

• Manage the Digital Complaint, Feedback, and Redressal Mechanism (CFRM) System, ensuring its effective operation and integration across all program sections.
• Oversee behavior evidence generation and reporting to enhance program effectiveness.
• Implement social listening strategies to ensure accountability to affected populations.
• Build capacity of UNICEF staff and implementing partners on CFRM digital systems, tools, and protocols.
• Ensure timely and confidential referral of sensitive cases, including issues related to Sexual Exploitation and Abuse (SEA) and Sexual Harassment (SH).
• Generate regular reports on CFRM status and actions taken to inform program planning and decision-making.
• Collaborate with various stakeholders to ensure the effective use of community feedback in program adaptations and improvements.

Required Qualifications:

• A University degree in Social Science, Anthropology, Statistics, Research, or related fields.
• A minimum of one year of experience managing digital Complaints and Feedback Response Mechanism (CFRM) systems, preferably within UN organizations, particularly in humanitarian contexts.
• Strong understanding of Accountability to Affected People (AAP) principles and Environmental and Social Safeguarding (ESS).
• Experience managing databases and proficiency in Excel, ODK, KOBO, INFORM, and other mobile data collection tools.
• Ability to analyze data and present it in a digestible format for stakeholders.

Educational Background:
Candidates must possess a University degree in fields such as Social Science, Anthropology, Statistics, Research, or other related disciplines. This educational background is essential for understanding the complexities of social issues and data management relevant to the role.

Experience:
The position requires at least one year of relevant work experience, particularly in managing digital Complaint and Feedback Response Mechanism systems. Experience within UN organizations, especially in L2/L3 humanitarian/emergency contexts, is highly desirable. Candidates should also have a solid understanding of AAP principles and experience in data management and analysis.

Languages:
Fluency in English, both verbal and written, is mandatory. Additionally, good written and spoken skills in the language of humanitarian operations are required, and knowledge of another UN language is considered an asset.

Additional Notes:
This position is open to Bangladeshi nationals only. It is a temporary assignment, and candidates who are currently UNICEF staff members holding fixed-term, continuing, or permanent appointments may apply. The recruitment process prioritizes internal candidates, especially those in abolished posts. UNICEF emphasizes its commitment to fostering an inclusive workforce and encourages eligible female candidates and persons with disabilities to apply. The organization does not charge any processing fees during the recruitment process and reserves the right to withdraw offers if visa or medical clearances are not obtained in a timely manner.