JOB DESCRIPTION

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built. We offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture., coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, Hope

Scope of Work:

Under the direct supervision of the AAP Manager, the WB GRM Consultant will support the design and operationalization of the World Bank Grievance Redressal Mechanism (GRM) within UNICEF-supported project structures (THABAT, SHARE, SANAD and SPEEP), ensuring it is inclusive, accessible, and responsive to vulnerable and marginalized groups. The role will include developing and rolling out action plans, referral pathways, and technical tools; incident reporting, monitoring grievance trends and systemic risks (including PSEA, GBV, fraud, and child protection); and ensuring alignment with World Bank ESS and UNICEF accountability frameworks. S/he will provide technical guidance and capacity-building to implementing partners, support improving case management processes, track KPIs and SLAs, and produce analytical reports and trend analyses to inform project leadership PIU, UNICEF management, and the World Bank. In addition, the role will strengthen stakeholder engagement and partnerships, consolidate lessons learned, and ensure continuous feedback loops that improve programme design, risk management, and service delivery.

Key functions, accountabilities, and related tasks are:

1. GRM Operational, implementation Leadership & Case Management

1. Maintain strong coordination and collaboration with the AAP team at Country level
2. Support trainings delivery to different stakeholders
3. Ensure GRM sensitization and GRM channels are accessible, inclusive, and responsive to marginalized and vulnerable groups by supporting operationalization of the WB GRM framework within project structures.
4. Ensure updated Q&As, focal point lists, referral pathways, and counseling lines.
5. Support the implementation of IPs action plans in coordination with relevant UNICEF sections, partners, and other stakeholders.
6. Support the integration of centralized GRM channels (e.g., hotline) with decentralized mechanisms at community and facility levels
7. Development of technical tools to support management and follow up on WB key performances indicators such as # of cases received, closure rate, referral status, priority scale
9. Regular follow up on WB cases received while ensuring adherence to SLAs, data protection, and confidentiality.
10. Support logging, categorization, referral, and closure of cases in a timely and accurate manner.
11. Support the timely escalation of incidents and sensitive cases (e.g., PSEA, GBV, fraud, child protection) ensure immediate referral to designated focal points.
12. Monitor grievance trends and escalate systemic risks to GRM manager (e.g., fraud, frontline workers’ welfare, PSEA, GBV, child protection).
13. Provide risk analyses and concise briefs to project leadership and the PIU on emerging issues and potential threats
14. Support the alignment of GRM with WB ESS, risk & compliance, and governance frameworks.
15. Maintain oversight of case resolution processes in close coordination with Central CFM focal points

1. IPs (Implementing Partners) in GRM action plan:

1. Support the provisioning of technical guidance  to Implementing Partners on GRM action plan roll-out and implementation through capacity building workshops
2. Support IPs with designing GRM action plans that are aligned with the World Bank’s ESS requirements and UNICEF’s accountability framework, with clear referral pathways, capacity building and sensitization plans.
3. Monitor the implementation progress of IPs’ action plans, provide feedback, and recommend corrective measures where gaps are identified.
4. Support IPs in the roll-out of their GRM systems, ensuring accessibility and inclusiveness for vulnerable and marginalized groups.
5. Consolidate findings from IP monitoring into regular reports and trend analyses for the PIU, UNICEF management, and the World Bank.
6. Conduct field missions supporting the implementation of GRM at facilities level.

1. Informing programming, Reporting and Learning,

1. Support the production of analytical reports to inform senior management, PIU, and the World Bank on grievance trends, systemic issues, and implementation implications.
2. Translate grievance data into relevant insights and practical recommendations to inform programme design, adaptive project management, and service delivery improvements.
3. Document and disseminate lessons learned, best practices and success stories to strengthen GRM approaches and overall accountability frameworks.

1. Team Management & Capacity Building

1. Provide ongoing technical guidance to GRM/CFM staff and implementing partners.
2. Design and deliver training/refresher trainings on grievance handling, risk escalation, and compliance with WB ESS.
3. Strengthen CFM team skills in case management, data management, and stakeholder communication.

1. Monitoring, Quality Assurance & Reporting

1. Conduct regular quality checks and provide constructive feedback to maintain compliance with SOPs and Service Level Agreements (SLAs).
2. Monitor WB KPIs and SLAs against set targets, identify gaps, and propose corrective actions including: # of cases received, Closure rate, Referral status and Priority scale
3. Prepare and submit GRM progress reports, ad hoc operational reports, and trend analyses for UNICEF sections, PIU, and senior management.

Expected deliverables/Outputs:

1. Delivering 50 tailored training sessions and materials to UNICEF staff, partners, and community structures. Delivery Timeline: December 2026

2. Support development of GRM SOPs, referral pathways, focal point lists, and Q&As. Updated KPIs tracker and threshold (cases received, closure rate, referrals, priority scale). Delivery Timeline:  November 2026

3.  Support 80,000 cases with accurate logging, categorization, referral, and closing  in line with SLAs with focus on sensitive cases (PSEA, GBV, fraud, child protection). Delivery Timeline:  August 2026

4.  Develop 10 GRM progress reports and trend analyses, including systemic challenges, emerging issues and recommendation. Delivery Timeline:  September 2026

5.  Provide GRM quarterly analysis to inform PIU meetings, World Bank missions, and inter-agency coordination forums. Delivery Timeline:  April 2026

6.  20 in-depth GRM training sessions and workshops delivered to IPs on GRM design and implementation, guidance/tools on incident reporting and other items in alignment with WB ESS. Delivery Timeline:  February 2026

7.  Support IP-specific GRM action plans development, implementation and monitoring  including referral pathways, capacity building, sensitization and posters distribution. Delivery Timeline:  January 2026

8.  10 reports summarizing IPs progress, challenges, and good practices. Delivery Timeline:  July 2026

9.  3 Field Monitoring Reports on GRM implementation at facility level. Delivery Timeline:  June 2026

10.  2 reports produced on grievance trends, systemic risks, and key implications for project implementation.

11.  Development of updated tracker for evidence generation from grievance data to inform programme design, adaptive management, and service delivery improvements. Delivery Timeline:   January 2026

12.  Document 10 Lessons learned, best practices and success stories documented and disseminated to strengthen GRM systems and accountability framework. Delivery Timeline:   May 2026

13.  Development and documentation of GRM processes for as CDCs management, sensitive cases, WhatsApp calls management Technical support provided to GRM/CFM staff and IPs to strengthen operational effectiveness. Delivery Timeline:   January 2026

14.  10 Trainings and refresher sessions conducted on grievance handling, risk escalation, and compliance with WB ESS. Staff skills enhanced in case management, data management, and stakeholder communication, ensuring improved accountability and service quality. Delivery Timeline:   June 2026

15. 10 quality checks analysis conducted on GRM processes and team ensuring compliance with SOPs and SLAse.g., # of cases received, closure rate, referral status, priority scale with gaps identified and corrective actions recommended. Delivery Timeline:   March 2026

To qualify as an advocate for every child you will have…

Minimum requirements:

• Education:Degree in Political Sciences, International affairs, Human Rights, International studies, Development studies, IT/MIS/IM or engineering related or any related

  Work Experience:

• Minimum four years’ experience in AAP in general and CFM in specific in setting up CFM systems and different channels Minimum four years in drafting AAP related documents, SOP and toolkit in English and Arabic
• Four years’ experience in UN or INGOs or NGOs and with focus on field implementation
• Minimum two years’ experience in coordination
• Minimum two years in delivering capacity building and field partnership coordination
• Minimum two experience in different sectors of programming like protection, cash, emergency and humanitarian
• Minimum 1 year in IM experience
• Language Requirements: English and Arabic are required

All applications must be submitted with detailed technical and financial proposal 

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The UNICEF competencies required for this post are…

(1) Builds and maintains partnerships

(2) Demonstrates self-awareness and ethical awareness

(3) Drive to achieve results for impact

(4) Innovates and embraces change

(5) Manages ambiguity and complexity

(6) Thinks and acts strategically

(7) Works collaboratively with others

Familiarize yourself with our competency framework and its different levels.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks: 

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

Humanitarian action is a cross-cutting priority within UNICEF’s Strategic Plan. UNICEF is committed to stay and deliver in humanitarian contexts. Therefore, all staff, at all levels across all functional areas, can be called upon to be deployed to support humanitarian response, contributing to both strengthening resilience of communities and capacity of national authorities.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements