Communications Senior Associate - Public Relations and Outreach (GRM)

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.

Background Information – Amman 

The UNOPS Hub in Amman implements projects in Jordan, Lebanon, Iraq, Syria, Turkey, and Yemen, in partnership with bilateral donors, national governments, and other UN agencies.  With an established presence across the region, the office runs operations including large-scale procurement, project development, and technical management, and provides financial, human resources, and infrastructure-related services. The functional objective of UNOPS Hub in Amman is to deliver its projects in an efficient and effective manner and in line with the principles, rules and regulations of UNOPS, in order to support the response to the current needs and national priorities in the region. 

The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

UNOPS is committed to achieving a fully diverse workforce.

Background Information - Job-specific

UNOPS is planning to undertake a prospective project that aims to support Labor-intensive Maintenance in Public Areas that focuses on improving the access to quality education with equitable employment opportunities, using the Cash for Work modality (CfW) for both Jordanians and Syrian refugees.

The project entails the provision of maintenance works in selected public schools across six governorates in Jordan. This project will not only address the short-term needs in maintenance across the Jordanian Education Sector, but also support the Ministry of Education in Jordan in developing a sustainable school maintenance mechanism.

The Grievance Redressal Mechanism (GRM) Associate will be responsible to respond, verify, resolve and follow up on inquiries and complaints, monitor grievances until they are resolved, and escalate issues (including reports of Sexual Harassment (SH) and Sexual Exploitation and (SEA) to the Project Manager and relevant focal point as necessary. In order to ensure that all CfW beneficiaries and/or stakeholders comments, suggestions, concerns, and complaints are captured and handled in a professional and timely manner. The GRM associate will coordinate with the Contractor(s), UNOPS team, the Ministry of education school personnel and UNOPS management as appropriate,  in order to investigate and resolve grievance issues, In addition to the role of coordinating with other CBOs, UN agencies, and NGOs for case referral.  

Under direct supervision and overall guidance of the Project Manager, the GRM Associate is required to perform the following duties and responsibilities ensuring their effectiveness, transparency and integrity:

• Operate the project hotline during the working hours to answer queries, verify, address, and follow up on any issues/ complaints raised by the CfW beneficiaries or project stakeholders;

• Record the details of all received calls  and the needed actions taken/ to be taken in the “call log” on a daily basis. 

• Maintain records of all the received queries/ complaints and actions and update the information regularly; 

• Monitor any resolutions to grievances to ensure they are implemented and closed in a  professional and timely manner;

• Address all received / complaints in a timely manner by delegating the issue to the relevant entity and escalating to the Project Manager as needed;

• Provide weekly reports and updates on the call log and highlight any urgent actions to be taken and/ or complaints that cannot be resolved to the PM in a timely manner;

• Refer all calls on SEA to UNOPS’ PSEA focal points for further handling, while respecting confidentiality, and maintain SEA and SH reports/ records in confidential formats (encrypted) for reporting and investigation purposes;

• Draft and periodically update a GRM Manual with operating procedures and an organogram for grievance redress;

• High school diploma required. A Bachelor degree  preferably in business administration, HR, public administration, development studies, social sciences, psychology, or human rights would be an asset and may substitute for some of the required years of experience.

• With a high school degree, a minimum of 7 years experience in handling GRM, customer service and management, social work, or case management preferably within a project context.(Only 3 years of experience are required with a Bachelor degree)

• Experience of working in an international NGO, UN agency or other international technical cooperation agency is desired.

• Proven capacity to interact with a variety of stakeholders is desirable.

• Full proficiency in Arabic and English is required;

• High proficiency with computers, and other software/ platforms related to the positions field of expertise. Good experience in working with the G-Suite platform including, Google Drive, Google Calendar, Gmail, Google Sheets, Docs, and Slides.

1. Contract type: ICA
2. Contract level: Local ICA Support, level 7
3. Contract duration: Ongoing ICA – ‘Open-ended, subject to organizational requirements, availability of funds and satisfactory performance.’

• Please note that UNOPS does not accept unsolicited resumes.

• Applications received after the closing date will not be considered.

• Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.

• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures,  languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. 

• Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.

• We would like to ensure all candidates perform at their best during the assessment process.  If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

Terms and Conditions 

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post. 

• For retainer contracts, you must complete a few Mandatory Courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. For more information on a retainer contract here.

• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.

• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.