Accountability to Affected People Programme Associate

Mission and objectivesUNICEF in Türkiye works to protect the rights of children and adolescents in Türkiye since 1951. UNICEF's programme in Türkiye focuses on the needs of the most vulnerable children in the areas of education, child protection, health care, social policy, adolescents and youth, in line with the UN Convention on the Rights of the Child.

ContextUNICEF Türkiye is committed to ensuring accountability to the communities it serves and in particular children. To support operationalizing the above-mentioned commitments, a standardized corporate solution has been jointly developed through a cross-divisional collaboration. This solution, named UNICARE (UNICEF's Community-driven Accountability Response Ecosystem), will include comprehensive guidance, ready-to-use templates, an ICTD-endorsed digital platform and corporate-level support. UNICARE will enable effective compliance with donor commitments and UNICEF’s policies, procedures, and standards while, simultaneously, enhancing financial efficiency by mitigating duplicative efforts in the independent development of similar products across individual offices. Central to this commitment is the establishment and strengthening of two-way communication mechanisms with the people we serve, commonly known as Complaints, Feedback and Redressal Mechanisms (CFRM), which enable individuals to safely ask questions, provide feedback, raise concerns, and submit complaints regarding UNICEF-supported activities. CFRMs are grounded in principles of transparency, accessibility and confidentiality and form a key part of UNICEF’s efforts to ensure that the rights of individuals and communities are protected, and their voices are heard but equally serve to improve the quality and effectiveness of UNICEF’s interventions, identify and mitigate risks, and as a result, build and maintain trust among stakeholders. UNICEF continues to strengthen its capacity to manage community complaints and feedback globally through implementing new, and enhancing existing, CFRMs in its programmes and operations. The CFRM as a system includes a digital information management platform, human resources and processes that combined facilitates the logging, referral, response and/or resolution, and analysis of feedback received from communities. To ensure that UNICARE is fit-for-purpose and effectively meets user needs, it is being developed using an agile approach. This method involves users collaborating with the project development team through iterative consultations and field testing. This document outlines the terms of reference for the seamless integration of the UNICARE solution into the implementation program, guiding programme planning, design, and execution. The AAP Programme Associate will work closely with T4D Officer and UNICEF sectoral colleagues/PSEA-Safeguarding-AAP WG to ensure the process enables appropriate community engagement to facilitate by organizations to ensure people are key to decision making processes and are able to suggest necessary course corrections as they interact and engage on the digitized version of the CFRM tool. The core principle is to shift the focus from acting ‘for’ the people to acting ‘with’ the people, prioritizing collaboration and inclusivity.

Task DescriptionUnder direct supervision of SBC Specialist, the UN Volunteer will undertake following tasks: - Ensure the CFRM adheres to UNICEF’s corporate commitments, standards and CFRM requirements. This includes designing, implementing and rolling out the CFRM and/or developing a roadmap as necessary to ensure CFRM standards are met and continuously identify areas for improvement and optimization. - Coordinate the development and continuous improvement of standard operating procedures (SOPs) that outline process steps, 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. - Support the implementation process with close collaboration with T4D Officer, PSEA-SG-AAP WG, FO colleagues to ensure effective feedback management system, including the use of UNICARE and other relevant digital solutions. This will facilitate efficient end-to-end ticket management, data analysis, and reporting. - Monitor and provide support as needed to ensure that all reports, especially those of misconduct, including fraud, corruption, sexual exploitation and abuse and other sensitive issues are reported, referred and escalated timely, confidentially and in line with UNICEF’s Policies and Procedures. - Support production and disseminate of regular CFRM reports on the needs, trends, and priorities of affected people based on CFRM data, while collaborating with sectoral colleagues under the guidance of AAP focal point to conduct deeper trend analysis as needed. Additionally, support development of input for the Office Feedback Management Governance Structure (PSEA Safeguarding AAP WG), highlighting CFRM trends, providing insights into CFRM performance, and tracking and reporting on the resolution process, feedback to communities, and any programmatic changes made in response to the received feedback. - Develop and maintain all CFRM documentation required including Frequently Asked Questions (FAQs), promotion materials, escalation matrix and referral pathways in consultation with internal and external stakeholders, as required. - Facilitate orientation and training of all UNICEF staff members, implementing partners, local municipalities on their roles and responsibilities in feedback management including child friendly feedback mechanism and the running of the CFRM, including UNICARE and other digital tools as needed. Develop a capacity strengthening plan to maintain or strengthen core skills, including periodic thematic sessions on how to correctly detect, log and respond to sensitive issues and soft skills such as attentive and empathetic listening (victim-centered approach). - Support AAP focal point to ensure that PSEA-Safeguarding-AAP WG is engaged in developing and maintaining the CFRM budget and ensure that the CFRM is appropriately resourced to respond to community feedback. If required, flag the need for additional resources to ensure the CFRM meets corporate standards and remains functional and effective. - Perform other duties as required to support CFRM initiatives as requested by AAP focal point. Results/Expected Outputs - Successful digitization and technological operability of the tested UNICARE system, fully integrated across UNICEF partners and local municipalities. - UNICEF staff and partners equipped with the necessary orientation and training on the CFRM system. - Regular submission of monthly progress updates, including data analysis, key findings, observations, good practices, and lessons learned as required. - A well-developed promotion plan implemented with regular monitoring to ensure effectiveness. Furthermore, UN Volunteers are encouraged to integrate the UN Volunteers programme mandate within their assignment and promote voluntary action through engagement with communities in the course of their work. As such, UN Volunteers should dedicate a part of their working time to some of the following suggested activities: - Strengthen their knowledge and understanding of the concept of volunteerism by reading relevant UNV and external publications and take active part in UNV activities (for instance in events that mark International Volunteer Day); - Be acquainted with and build on traditional and/or local forms of volunteerism in the host country; - Provide annual and end of assignment self- reports on UN Volunteer actions, results and opportunities. - Contribute articles/write-ups on field experiences and submit them for UNV publications/websites, newsletters, press releases, etc.; - Assist with the UNV Buddy Programme for newly-arrived UN Volunteers; - Promote or advise local groups in the use of online volunteering, or encourage relevant local individuals and organizations to use the UNV Online Volunteering service whenever technically possible.

Competencies and values▪ Accountability ▪ Adaptability and flexibility ▪ Professionalism ▪ Self-management

Living conditions and remarksThe UN Volunteer will be based in Ankara, and responsible for arranging her/his own housing and other living essentials. The full entitlements at the duty station: https://app.unv.org/calculator. The Summary of UNV Entitlement (National Expert): Paid in Local Currency • Volunteer Living Allowance-VLA (per month): approximately USD 1,904 • Entry lump sum (one-time payment): USD 4,00 • Exit allowance (per month): USD 113 (when successful completion of the assignment) • Medical, dental, life and disability insurance: Cigna Private Insurance As per the UN’s diplomatic mission status, it is not included in the National Security Institution’s (SGK) system but can only be initiated on a private basis by UN Volunteers. • Annual leave: 2.5 days accrued per calendar month • Free access to different learning platforms and UN & UNV network Notes: 1) The allowances are in no way to be understood as compensation, reward or salary in exchange for volunteer work. 2) It's important to note that UNV assignments are volunteer assignments, not employment. The purpose of the allowances and entitlements paid to UN Volunteers is to enable UN Volunteers to sustain a secure standard of living at the duty stations in line with United Nations standards without incurring personal costs. The allowances are in no way to be understood as compensation, reward, or salary in exchange for the UN Volunteer’s service. Contingent on specific eligibility criteria, location of the volunteer assignment, and contractual type and category, the payment of allowances will begin from the date of Commencement of Service For more information on entitlements please read the Condition of Service (https://explore.unv.org/cos). Remarks: In addition to duty station specific vaccine requirements, appointments are subject to confirmation of fully vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the appointment. It does not apply to UN Volunteers who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their contracts.