AAP Support Officer

General

Description of assignment title: AAP Support Officer
Assignment country: State of Palestine
Duty stations: East Jerusalem
Work location: On UN premises
Expected start date: 11/01/2026
Duration: 12 months (with possibility of extension)
Sustainable Development Goal: 16. Peace, justice and strong institutions
Host entity: UNICEF
Modality: Onsite
Type: National
Volunteer category: Specialist UCoS from Apr2026
Work schedule: Full-time
Number of Assignments: 1

Details

Mission and objectives

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programmes, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favouritism.

Context

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organisation does – in programmes, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favouritism.

UNICEF in the State of Palestine works to uphold the rights of children to access services and protection, from early childhood through to adolescence. The UNICEF objective is to ensure that every child in the Gaza Strip and the West Bank, including East Jerusalem, irrespective of background or circumstance, has an equal chance to fulfil their potential.

Towards delivering effective Accountability to Affected Populations (AAP), UNICEF has an active Community Feedback Mechanism (CFM) including a hotline and chatbot. Communities can and do provide feedback to UNICEF directly through these channels. Working with the AAP lead in the Planning, Research, Monitoring, Evaluation and Data team and the CFM service provider, the post holder will manage the referral and quality of feedback received through the CFM channels, create reports, and engage with relevant stakeholders and partners to ensure a coordinated and consistent approach to accountability, and specifically to feedback received from affected populations.

Task description

1. AAP mainstreaming and coordination for CFM
   
   • Support the CFM action plan implementation with strong coordination across sections and stakeholders.
   • Lead creation and maintenance of internal referral pathways and key communication materials with programme sections.
2. CFM operations management and quality assurance
   
   • Manage the full CFM operation with service providers.
   • Oversee technology systems, business requirements, and the functioning of the CFM.
   • Prepare and manage service-provider workplans.
   • Support day-to-day CFM operations (capacity building, information flow, escalation, feedback, and closing the loop).
   • Lead quality assurance (monitoring, satisfaction surveys, case-handling reviews).
   • Lead case management end-to-end with AAP focal points.
3. Monitoring, Evidence Generation and Learning
   
   • Draft the CFM results framework with KPIs.
   • Develop monitoring tools for overall AAP operations and the CFM pillar.
   • Generate evidence (prepare weekly/periodically analytical reports) and trend analysis to inform programming.
   • Coordinate with PME to support monitoring, evidence generation and dissemination
   • Lead on information management for the CFM and broader AAP interventions
4. Coordination and case management
   
   • Lead capacity-building efforts for internal and external stakeholders based on CFM learnings and integrations. This includes working with sections on how to share sensitize implementing partners to feedback.
   • Trainings for local and national partners on AAP and specific support on the CFM on-site.

Eligibility criteria

Age: 18 - 80
Required experience: 3 years
Nationality: Candidate must be a national, legal resident or hold refugee status in the country of assignment.

Assignment requirements

Relevant experience: 3 years

Languages:

• Arabic, Level: Native language, Required
• English, Level: Fluent, Required

Required education level: Bachelor's degree in University degree in social sciences, psychology, data science, development, monitoring and evaluation, or statistics.

Competencies and values:

• Accountability
• Adaptability and flexibility
• Creativity
• Judgement and decision-making
• Planning and organising
• Professionalism
• Self-management

Skills and experience:

• Accountability, community engagement, community feedback mechanisms or other relevant programmes; experience working in the UN or other international development organization is an asset;
• Excellent oral and written skills; excellent drafting, formulation, reporting skills;
• Accuracy and professionalism in document production and editing;
• Excellent data analysis and management skills;
• Excellent interpersonal skills; culturally and socially sensitive; ability to work inclusively and collaboratively with a range of partners, including grassroots community members, religious and youth organizations, and authorities at different levels; familiarity with tools and approaches of communications for development;
• Ability to work and adapt professionally and effectively in a challenging environment; ability to work effectively in a multicultural team of international and national personnel;
• Solid overall computer literacy, including proficiency in various Microsoft Office applications (Excel, Word, among others), email, and internet; familiarity with database management; and office technology equipment;
• Self-motivated, ability to work with minimum supervision; ability to work with tight deadlines;
• Sound security awareness;

Area(s) of expertise: Administration, Data science, information management, Artificial Intelligence
Driving license: -

Other information

Volunteerism is understood as a wide range of activities undertaken of free will, for the general public good, for which monetary reward is not the principal motivating factor.

Living conditions and remarks

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. A 12-month contract with subsequent contract extensions subject to availability of funding, operational necessity and satisfactory performance. A Volunteer Living Allowance (VLA) of ILS 7221.46 is provided monthly to cover housing, utilities and normal cost of living expenses. Life, health and permanent disability insurance are included (health insurance for up to 3 dependents), as well as Exit allowance for satisfactory service.

Inclusivity statement

United Nations Volunteers is an equal opportunity programme that welcomes applications from qualified professionals. We are committed to achieving diversity in terms of gender, care protected characteristics. As part of their adherence to the values of UNV, all UN Volunteers commit themselves to combat any form of discrimination, and to promoting respect for human rights and individual dignity, without distinction of a person’s race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

Reasonable accommodation

UNICEF offers reasonable accommodation for UN Volunteers with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the recruitment process and afterwards in your assignment.

Note on Covid-19 vaccination requirements

In addition to duty station-specific vaccine requirements, appointments are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the appointment. It does not apply to UN Volunteers who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their contracts.

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