Organization Mission

The United Nations Volunteers (UNV) programme contributes to peace and development through volunteerism worldwide. We work with partners to integrate qualified, highly motivated, and well supported UN Volunteers into development programming and promote the value and global recognition of volunteerism. UNV is administered by the United Nations Development Programme (UNDP) and reports to the UNDP/UNFPA/UNOPS Executive Board. At the country level, UNV Field Units interact with UN entities to integrate volunteerism strategically and meaningfully into the implementation and delivery of their mandates. As part of this process, UNV works with UN entities to identify opportunities where volunteers add specific and unique value to development programmes and peacekeeping missions.

Context

At country level, the UNV Field Unit (FU) and/or designated UNV personnel are responsible for the mobilization and placement of UN Volunteers in UN Agencies, Funds, and Programmes in the areas of peace, development and humanitarian assistance. UNV Field Units/designated UNV personnel represent and position UNV in the respective countries with a focus on the UN Country Team, bringing UNV’s services and solutions closer to its partners within a client service approach and collaborating with other stakeholders from government, civil society and private sector. As UNDP represents UNV at country level, UNV personnel are usually hosted within a UNDP Office and are accountable to the Supervisor and UNV Executive Coordinator for compliance with UNV and UNDP policies, rules and regulations.

Key Responsibilities

Under the general guidance of the Regional Manager, with day-to-day reporting to the Country Coordinator, the UN Volunteer serving as Client Engagement Assistant supports the identification, development, and cultivation of select partnerships with UN Agencies / Host Entities at country level.
This includes managing the relationship with priority partners, gathering and sharing data and information that influence mobilization opportunities, ensuring client satisfaction with volunteer services, and bridging the delivery of services from centralized functions of the volunteer management cycle.
The critical purpose of this UNV assignment is the sustained mobilization of volunteers to the designated partners (clients) and support to the duty of care for serving volunteers.
The role involves regular contact and liaison with counterpart UN personnel at all levels, including senior level staff. Within UNV, all personnel are expected to work across multiple units, functions, and teams in order to enhance and enable horizontal collaboration.1. Assist in mobilizing volunteers and developing and maintaining partnerships
• Support the management of assigned partner accounts and maintain relationships with UN entities to promote UNV’s mandate, offers, and the added value of volunteer assignments.
• Identify volunteer placement opportunities aligned with UN agency strategies and assist in preparing descriptions of assignments.
• Contribute to the development of tailored offers and initiatives that address partners’ evolving needs for volunteer solutions.
• Support advocacy campaigns, key events, and communications that raise awareness of volunteerism and highlight impact stories.
• Collect and analyze data from UN Cooperation Frameworks and agency programmes to identify opportunities for volunteer engagement.
• Record mobilization opportunities and partnership intelligence in UNV’s Client Relationship Management (CRM) system and ensure knowledge is documented and shared.
• Prepare presentations, mapping, and key messages for engagement with partners and internal use. Act as focal point for online volunteering, in consultation with the Regional Office, by supporting host entities in developing OV opportunities, promoting the concept of OV, and assisting with accreditation of OV service organizations.
2. Support volunteer experience and duty of care
• As a fellow UN Volunteer, assist with onboarding and provide ongoing support throughout the volunteer management cycle to ensure an inclusive, smooth, and positive experience for all UN Volunteers in the country.
• Respond to volunteer inquiries, escalate concerns when needed, and gather feedback through surveys or check-ins to inform improvements.
• Help organize appreciation initiatives and local events that recognize contributions and foster belonging.
• Support host entities with information on volunteer roles, wellbeing, and enabling instruments (e.g. insurance, benefits).
• Contribute to duty of care by liaising with security focal points, supporting emergency headcounts, and coordinating assistance in cases such as medical evacuation.
• Provide tailored support to peers facing language or integration challenges to help them navigate their assignments effectively.
• Backstop other Field Unit/country-level functions during peak periods or staff absences to ensure continuity of service and support.

Required Skills and Experience

Minimum of 3 years of practical and relevant experience at national or international level in partnership engagement, advocacy, management, client service or related areas.
• Fluency in the local language of the duty station.
• Previous experience with international or development organizations is considered an asset.
• Experience in preparing presentation materials, including PowerPoint slides and talking points, as well as minute-taking and report drafting.
• Experience in the use of computers, office software packages (MS Word, Excel, etc.), database packages, and web-based management systems such as ERP.
• Knowledge and experience of ticket-based service management systems (e.g., Salesforce/UNALL, or equivalent) is considered an asset.

Core Competencies

• System Thinking – Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.
• Integration within the UN – Ability to identity, and integrate capacity and assets of the UN system, and engage in joint work. Knowledge of the UN System and ability to apply this knowledge to strategic and/or practical situations.
• Knowledge Generation – Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations. Communication – Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate channels.
• Customer Satisfaction/Client Management – Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers” needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients” immediate requests. Ability to anticipate client”s upcoming needs and concerns.
• Relationship management – Ability to engage with a wide range of public and private partners, build, sustain and/or strengthen working relations, trust and mutual understanding.
• Event planning and execution – Ability to plan, manage and execute public and private events to ensure that they support and amplify individual communications and advocacy initiatives, as well as UNV”s overall brand and mandate

Living Conditions

Zambia is a land-linked, resource-rich country with sparsely populated land in the centre of Southern Africa. It shares its border with eight countries (Angola, Botswana, Democratic Republic of Congo, Malawi, Mozambique, Namibia, Tanzania, and Zimbabwe) that serve as an expanded market for its goods.

Lusaka is the capital of the Republic of Zambia. The climate is sunny and temperate, but it can be very cold during few months, with freezing temperature at times especially during the night. It is therefore advisable to bring warm clothing and foresee using heaters and other heating options when necessary. As the commercial and cultural centre of Zambia, Lusaka has seen rapid development in recent decades, with reasonable transportation connections and widely spoken English making the city highly attractive to vacationers and experts alike. Unemployment and poverty are issues in the city, and beyond. Key industries for the region and Zambia as a whole, include mining, agriculture, and tourism. Like most Southern African cities, life in Lusaka will require some adjustments for a person moving from outside the region, but the potential rewards and opportunities for experiences are well worth the effort.

Lusaka hosts several international organisation and embassies/diplomatic missions, therefore there is a very large community of expatriates from around the world. Housing is most of the time readily available and of good standard options are available. Most foodstuffs, beverages, household goods, furniture, and clothing, mostly imported from South Africa, Europe, and China while some ranges of local brands are available at a competitive price to imports. Meat, fish, fresh fruits, and vegetables are reasonably priced and abundantly available.

The basic infrastructures – roads, utilities, and telecommunications are of reasonable standard, although the city experiences power outages from time to time. Medical facilities are still largely inadequate, although several private clinics and hospitals provide reasonably good routine care. Several restaurants around the city serve local or international cuisine and there are numerous social and sports facilities (fitness, tennis, swimming, riding, golf, etc.) in the major hotels or in different establishments around the city. There are no major or special security concerns within Lusaka city limits. For more information, please visit http://zambiatourism.com.