Hardship Level (not applicable for home-based)

H (no hardship)

Family

CONTR Local Professional Level

2024-05-01

April 29, 2024

GENERAL BACKGROUND OF THE ASSIGNMENT:

Digitizing feedback and response mechanisms: To strengthen collective efforts to digitize processes in the safe collection, analysis, visualization and response to feedback received across multiple online and offline channels.
This action will increase the efficiency and effectiveness of feedback mechanisms, ensuring that staff and partners can better monitor programming and take timely action. This includes the development of common standards and taxonomy to collect and interpret feedback data – including sensitive complaints.

It will strengthen the humanitarian community’s capacities – specifically information management practitioners – in adopting digital tools and associated standards and taxonomies for advanced response, referral and strategic insight.

These investments will ensure that agencies can better ensure that feedback data informs corrective measures across the response. Critical to digitizing feedback and response mechanisms is the visualization of feedback data for decision-making. This includes mapping the key “decision requirements” of senior managers at different levels of responses (i.e. field, country office, regional, HQ).

To strengthen visualization and decision-making, the contractor will map these requirements (i.e. what feedback is needed) and develop common templates for feedback visualization to support decision-making. This will build on the taxonomy and use evidence generated from existing FRMs in UNHCR.

Ensuring humanitarian responders can create safe digital spaces for engagement: To ensure that digital tools are ethically and responsibly – ethically, safely, effectively and in line with data protection and privacy standards – used when engaging diverse individuals/groups
online (as per the IASC Operational Guidance on Data Responsibility).

This includes developing a better collective understanding of how to build safe online communities/spaces, focusing on ensuring privacy and data protection, and building trust and community resilience.

It also recognizes the essential role that individuals play in their own online security and the importance of building digital literacy. Therefore, UNHCR will build its and partners’ capacities to promote digital literacy and data protection awareness throughout their digital programming.

Tool development will build off existing platforms/create bespoke digital spaces that provide the secure environment required to support sensitive complaints management, including interalia fraud, abuse of authority and SEA.

These spaces will be critical for organization’s – and the collective response’s actions – to be held to account. We want to understand how we can support offline engagement activities that seek to solicit community feedback and strengthen participation in the online realm.

This includes supporting community-led research into staying safe online (i.e., keeping safe in collective spaces like digital town halls), exploring digital options for use by UNHCR and our partners, and testing a solution/solutions with key stakeholders. This may include engagement with solution providers (i.e Pigeon Hole) in creating guidance/SOPs for the deployment of
digital “safe spaces: for engagement.

In the digital safe space, as a protection agency, we have a unique responsibility to show leadership in ensuring that digital channels for communication and engagement are ethically and responsibly used and that the protection of individuals remains paramount. At the same time, digital channels and tools allow communities to use them for their own priorities, help
address protection concerns and contribute to their self-reliance.

Investing now will help UNHCR and partners to develop comprehensive approaches to scaling digital engagement tools – increasing the efficiency of technology use and the safety of the AAP systems.

As an active member of the IASC Task Force on Accountability and co-lead on a number of the Task Force workstreams (under the endorsed Action Plan), UNHCR will ensure interagency collaboration through this action. With UNHCR’s commitment to Localization and significant work to foster a growing network of Refugee/Displaced Person-led organizations, UNHCR will also ensure collaboration with local actors through this action.

CONTRACT ASSIGNMENT: ASAP TO END OF YEAR 2024 (31 DEC 2024)
WORKING ARRANGEMENT: UPON DELIVERABLES, HOME-BASED

OVERALL PURPOSE AND SCOPE OF ASSIGNMENT:
Deliverable I – Capacity building of UNHCR staff and partners (operational, regional and global level) on the responsible use of digital tools for community engagement. By contributing to the Echo Proposal Result 1 – Activity 2, the contractor will work on the Capacity building of UNHCR staff and partners (operational, regional and global level) on the responsible use of digital tools for engagement with communities.

The roll-out of the “Social Media for Community Based Protection e-course” (currently under development and designed with extensive input/collaboration from partners including ICRC, IFRC, Internews, Clear Global and The CDAC Network Secretariat.) will be a key component.

Deliverable II – Development and testing of common interagency feedback data
taxonomy and global standards to support the digitisation of feedback, referral and response.
By contributing to the Echo Proposal Result 1 – Activity 4, the contractor will work with UNHCR to lead the finalization and support the testing of the (former) Results Group 2 toolkit on Feedback Data Standards. This includes convening key actors to finalize the taxonomy and the development of global standards concerning feedback data collection, analysis, visualization and sharing. Tools developed through IASC Task Force 2 will be further tested/adopted by partners to maximize the scope of this work. Regular sharing of learning will be supported via Task Force 2, and specifically via the workstream on feedback mechanisms co-led by UNHCR.

Deliverable III – Strengthening end-end interagency feedback processes with the
development of standardized visualization templates built on decision-making needs. This includes developing and testing visualization processes, as well as data protection considerations that will be inherent to the system. Interoperability with the agency’s existing offline and online inbound channels will be prioritized. This visualization will be built on the common taxonomy and standards developed by IASC TF2 and in collaboration with identity Management regional colleagues. They will be built by harnessing existing knowledge from interagency mechanisms (i.e. Uganda, Ethiopia and West
and Central Africa. To support the scaling of the mechanism, UNHCR will undertake capacity building with UNHCR staff, partners and donors – the contractor should ensure the dashboards are accompanied by appropriate guidance/SOPS and training pack.

Deliverable IV – Research on Safe Spaces for online community engagement the various initiatives within UNHCR and interagency contexts. Safe Spaces for online community engagement. This includes supporting refugee-led research into how communities stay safe online (i.e. techniques adopted in discussion fora/walls/whatsapp groups/etc). Using the resarch findings to develop guidelines for UNHCR and partners re: managing online consultation/dialogue/Testing digital solutions to strengthen online engagement – including undertaking (as required) DPIA/Risk Assessment, training and developing SOPs.

Standard Job Description

Required Languages

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn’t require a functional clearance

Home-Based

Yes