Overview
The Project Officer (Interagency Contact Line) role is responsible for strengthening and adapting the Contact Line to ensure operational continuity in Venezuela, aligning with strategic planning and the Humanitarian Response Plan.
Key Responsibilities
- Serve as the centralized point of contact with the Contact Line service provider, ensuring national operationality for affected persons to provide feedback, complaints, and express concerns.
- Define, adjust, and design Contact Line communication channels based on surveys, face-to-face activities, and community interaction experiences.
- Define and review Standard Operating Procedures and Flowcharts, including manual processes.
- Strengthen the capacities of the service provider and contracted operators to ensure Contact Line functioning based on humanitarian principles, user care quality, feedback loop closure, and adherence to SOPs and automation processes.
- Implement monitoring activities on Contact Line service schemes to increase the quality level of tasks executed by operators.
- Ensure constant updating and availability of necessary documents for Contact Line operation, such as Q&A documents, service flowcharts, referral protocols, and standard texts.
- Ensure adherence to data protection policies and informed consent of Contact Line users, meeting specific technical requirements.
- Convene and lead the Contact Line Working Group, including technical focal points from participating UN Agencies, Funds, and Programmes, to unify interagency efforts.
- Interact with designated focal points to obtain detailed, specific, and updated information related to referrals, follow-up, and feedback loop closure, as well as defined service protocols and routes.
- Ensure effective articulation between the Working Group and the Contact Line Executive Committee.
- Contribute to relevant coordination spaces, including the AAP Working Group, the Inter-Cluster Group, the Sexual Exploitation and Abuse Prevention Network (PEAS), and other pertinent forums.
- Represent UNICEF Venezuela in forums for opinion, participation, and coordination regarding the Contact Line, in coordination with the Contact Line Working Group.
- Support resource mobilization efforts to ensure Contact Line sustainability.
- Facilitate the development and use of harmonized standard tools for community feedback mechanisms, and define minimum data requirements for trend analysis and decision-making support.
- Oversee the integration of requirements and adaptation of processes to the specific needs of UN Agencies, Funds, and Programmes in Venezuela in the design, implementation, and maintenance of the Contact Line.
Required Experience
At least one year of experience in systematization, monitoring, evaluation, accountability, and learning processes in Humanitarian Assistance, Humanitarian Development, and/or Peacebuilding Programs or Projects. Experience and knowledge in the development, implementation, and management of feedback and complaint systems, preferably in Humanitarian Assistance, Humanitarian Development, and/or Peacebuilding Programs or Projects is required. Project cycle management experience is required. Relevant experience at the country level, particularly in development contexts, fragile environments, and humanitarian situations will be valued.
Qualifications
University degree at the first level in one of the following fields: Social Sciences, International Relations, Government, Public Administration, Public Policies, Social Policy, Social Development, Community Development, or another relevant technical field.
