Overview
The Clerk, Capacity Development for UN Volunteers role supports the UNV Coaching Programme and UNV Learning Helpdesk by managing communications, data, and providing first-line support for learning platforms and processes.
Key Responsibilities
- Support email communication with certified coaches and assist with their onboarding and engagement activities.
- Assist in the dissemination of learning and periodic communication products.
- Provide monitoring support by tracking registration lists, volunteer-coach matching sheets, and bi-monthly promotional webinars.
- Maintain and update coach and volunteer data systems for reporting purposes.
- Support in maintaining dashboards, coaching systems and platforms, and submitting quarterly reports.
- Respond to SalesForce queries on accessing learning programmes, platform usage, troubleshooting, and best practices.
- Escalate and follow up on complex and technical helpdesk queries.
- Support enrollment of UN Volunteers on external platforms and coordinate with platform providers.
- Prepare standard template responses and FAQs on Level 0 helpdesk queries.
- Assist with data compilation, and basic analysis and reporting on helpdesk queries and volunteer learning metrics.
- Support the logistics for online workshops and webinars.
- Assist in participant communication and feedback processes.
- Compile participant feedback and data.
- Ensure compliance with data protection and confidentiality standards.
- Provide inputs to continuous improvement of learning processes and tools.
- Perform any other related tasks that contribute to the effective implementation and delivery of UNV learning initiatives.
Required Experience
- A minimum of three (3) years of relevant work experience in learning programme coordination, facilitation, service desk delivery or similar (with high school diploma).
- No experience required (with bachelor’s degree).
- Hands-on experience in supporting operations in global coaching / mentoring programme administration.
- Hands-on experience in supporting operations in virtual workshop & webinar coordination/facilitation.
- Practical experience working with Moodle or other learning management systems.
- Experience using computers and basic artificial intelligence–assisted tools to support daily tasks.
- Experience providing administrative or logistical support for online learning programmes.
- Experience working in the United Nations or an international development organization is desired.
- Prior experience serving as a UN Volunteer is desired.
- Demonstrated experience in maintaining rosters & trackers is desired.
- Demonstrated ability to handle queries and requests in a timely and service-oriented manner is desired.
- Strong problem-solving skills and ability to work collaboratively within a team, including remotely is desired.
Qualifications
• Bachelor's Degree OR High School certificate
