Senior Project Associate

Job Title: Senior Project Associate

Role Overview:
The Senior Project Associate will play a crucial role in supporting the inter-agency humanitarian response through the Protection from Sexual Exploitation and Abuse (PSEA) Network. The focus will be on managing and expanding the SafeLine hotline to include reporting of fraud, corruption, and other misconduct, while continuing to address Sexual Exploitation, Abuse, and Harassment (SEAH) allegations. This role requires a strong commitment to creating a safe, inclusive, and confidential platform for reporting sensitive complaints.

Key Responsibilities:

A. Support the Common Feedback and Complaint Channel:

- Establishment and Rollout:
- Support the rollout of the inter-agency complaints and feedback mechanism in NES, collaborating with PSEA coordinators, AAP Specialist, and Risk Management Unit.
- Receive and handle requests for information, complaints, and feedback through the inter-agency joint AAP-PSEA call center and other channels confidentially and promptly.
- Ensure a safe environment for complainants to report incidents or feedback.

- Case Management:
- Independently assess actions needed for received calls, provide information, or refer to the appropriate body.
- Follow up on case status and survivor support independently.
- Translate and record complaints/requests/feedback from Arabic to English, document cases, maintain the call log database, and complete incident intake forms.
- Categorize complaints and actions taken for trend analysis.

B. Ensure Timely and Coordinated Response:

- Referral and Coordination:
- Refer SEA complaints to the PSEA Coordinator or unit focal point promptly.
- Work with partners to maintain up-to-date service mapping and provide information on available services.
- Ensure compliance with data protection, confidentiality, and security standards.
- Collaborate with the AAP team and partners to upgrade the information management system and streamline technical processes.

C. Data and Information Management and Reporting:

- System Analysis and Updates:
- Analyze the information management system's relevance in the humanitarian context of Northeast Syria.
- Review and update internal and external information management policies and SOPs to support data flow and sharing.

- Reporting and Communication:
- Conduct external referral of feedback cases to partners, verify information, and solicit timely responses.
- Prepare and deliver weekly, monthly, and quarterly reports, dashboards, infographics, and statistics of complaint records.
- Maintain effective relationships with stakeholders to discuss and adapt referral agreements, core tools, and analysis/reporting needs.

D. Additional Duties:

- Perform any other duties as required by UNFPA leadership.

Qualifications:

- Education:
- Bachelor’s degree in social sciences, international relations, or a related field.

- Experience:
- 2+ years of experience in a similar role, preferably within humanitarian or development contexts.
- Experience with complaint and feedback mechanisms, case management, and data analysis is highly desirable.

- Skills:
- Proficiency in Arabic and English, both written and verbal.
- Strong analytical, problem-solving, and communication skills.
- Familiarity with data protection and confidentiality standards.
- Experience in managing sensitive information and collaborating with multiple stakeholders.

Key Attributes:

- Commitment to humanitarian principles and accountability.
- Ability to work independently and handle sensitive information with discretion.
- Strong organizational skills and attention to detail.