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United Nations Office for Project Service

Afghanistan Inter-Agency Information Center Manager/Supervisor

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  • United Nations Office for Project Service

Afghanistan Inter-Agency Information Center Manager/Supervisor

Job categoriesCommunications

Vacancy codeVA/2017/B5101/13226

Department/officeAR, AFOC, Afghanistan

Duty stationKabul, Afghanistan

Contract typeLocal ICA Specialist

Contract levelLICA Specialist-8

Duration12 months (with possibility of extension)

Application period05-Oct-2017 to 15-Oct-2017

Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement.

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Background Information - UNOPS

UNOPS supports the successful implementation of its partners‘ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners‘ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners‘ needs, while offering the benefits of economies of scale.

Background Information - Afghanistan


With more than 20 years of experience in the country, the UNOPS Afghanistan office supports national reconstruction and development efforts by providing projects with goods and services - from stand-alone, one-off solutions to long-term management and capacity development support. Based in Kabul, UNOPS in Afghanistan has sub-offices in every region of the country. The team implements projects in support of the Afghanistan National Development Strategy, in a wide range of sectors including infrastructure, education, environment and agriculture, and governance and rule of law.

Background Information - Job-specific

Responding to one of the most complex humanitarian crises in the world, the Afghanistan Inter-Agency Information Centre (AIAIC) is an inter-agency two-way communication and accountability mechanism that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, the AIAIC is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.

Supported by the Humanitarian Country Team, with initial funding from the United Nations High Commissioner for Refugees (UNHCR) and the World Food Programme (WFP), the AIAIC’s primary objective is to promote two-way communication between affected populations to:

Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation

Help ensure efficient and effective coordination of humanitarian actors operating in Afghanistan by collecting and circulating information about the urgent needs and priorities of affected populations

Support an environment of transparency and accountability by:

Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints

Channelling feedback and complaints to humanitarian actors to influence humanitarian programming and shape quality advocacy

Functional Responsibilities

The Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook.

Support the design and implementation of quality assurance standard operating procedures, including monitoring call handling performance and data entry against indictors, designing performance improvement/capacity building training programmes, and designing user satisfaction surveys.

Support in the design of key performance indicators (KPI) for operators (eg time to resolve 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 AIAIC staff act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality.

Design training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues;
Management of staff - including designing systems to monitor and approve leave, monitoring and managing performance against indictors, managing the daily operator schedule (including shifts and the balance of inbound and outbound calls), managing surge capacity and the extension of operating hours

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Dokument erstellt am 2017-10-06 12:06:04