UNICEF Complaints and Feedback Management Consultant for World Bank Projects (Home-Based)

Fazil March 18, 2025

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UNICEF Complaints and Feedback Management Consultant for World Bank Projects (Home-Based)

Job no: 580567
Contract type: Consultant
Duty Station: New York
Level: Consultancy
Location: United States
Categories: Research, Planning, Monitoring and Evaluation
Deadline: 26 Mar 2025 Eastern Daylight Time

UNICEF seeks a Complaints and Feedback Management Consultant for World Bank projects. This remote position involves enhancing feedback mechanisms and ensuring effective communication within the organization to improve project outcomes. The consultant will support ROs and UNICEF COs receiving indirect and funding from the World Bank to design or adjust their CFM, ensuring they are proportionate, accessible, and risk-based, and aligned with World Bank requirements.

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Responsibilities

Respond to technical queries from ROs and COs and conduct quality assurance reviews of proposed CFM approaches, including technical assistance to country offices in the preparation and review of CFM documents for proposals, agreements and reports.
Customize CFM tools (e.g. log sheets, monitoring frameworks, analysis & visualization dashboards, etc.)
Deliver training to UNICEF staff, partners, and vendors on CFM categories, processes, roles, and responsibilities and finalize training materials.
Where feasible, support the groundwork for future rollout of UNICARE, including participating in any pilots and helping ensure current CFMs are compatible with UNICARE.
Document key efficient practices from the supported COs to inform future guidance, especially on how to fast track roll-out of complaints and feedback management approach.
Contribute to the development of the global tools and templates being designed for feedback management.

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Requirements

Education: Masters degree or equivalent in international relations, humanitarian affairs, development economics, management, risk management, information management or a related field

Knowledge/Expertise/Skills required *:

At least 5-7 years of experience operationalizing feedback and complaints mechanism, including for in projects funded by the World Bank or other multilateral financial institutions.
Knowledge of risk management, monitoring, AAP, Safeguarding and ESS practices and standards.
Excellent capacity building, analytical and report-writing skills. Human Resources United Nations Children’s Fund
Excellent capacity of adapting and streamlining existing/proposed systems.
Strong communication and stakeholder engagement abilities.
Ability to work both collaboratively and independently and to meet tight deadlines.
Ability to communicate orally and in writing in English. Other UN official languages would be an additional asset.
Experience of working with UN agencies and knowledge of UNICEF mission and mandate is desirable.
Completed profile in UNICEF’s e-Recruitment system and
Upload copy of academic credentials