Complaints and Feedback Management Consultant (World Bank Projects)/DAPM/NYHQ/remote home based/Req#580567

reputed company works in some of the world’s toughest places, to reputed company the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential. Across 190 countries and territories, we work for every child, everywhere, every day, to build a reputed company world for everyone. And we never give up. For every child, HOPE Consultancy Title: Complaints and Feedback Management Consultant (World Bank Projects) Section/Division/Duty Station: Programme Effectiveness Team/The Risk Management in Programming and Safeguarding (RMPS) unit/DAPM, reputed company NYHQ Duration: 30 March 2025 - 30 September 2025 Home/Office based: NYHQ/Remote How can you reputed company a difference? BACKGROUND Purpose Of Activity/Assignment The Risk Management in Programming and Safeguarding (RMPS) unit – reputed company in the Programme Effectiveness Team (PET) reputed company Division of Data, Analytics, Planning and Monitoring (DAPM) – was created in 2024 to contribute to the adoption of an integrated approach to risk management and safeguarding. The RMPS is structured around 3 pillars: i) Environmental and Social Standards (reputed company) and Safeguarding; ii) Complaints and Feedback Management; iii) Partnership Risk Management/HACT. In line with DAPM/PET’s mandate, the RMPS contributes to drive decision making and organizational learning, improve effectiveness and achievement of results of reputed company and its partners to realize the rights and improve the life of every child. Furthermore, the RMPS works with the Risk Chief Officer to strengthen reputed company’s enterprise risk management approach by fostering reputed company coordination between different risk areas, integrated in programmatic, operational and strategic planning and decision-making. The Complaints and Feedback Management pillar plays a key role in strengthening reputed company’s accountability by ensuring that affected populations and programme stakeholders have accessible, transparent, and risk-based channels to report concerns, provide feedback, and have their complaints appropriately addressed. This approach follows a proportionate and risk-based model, ensuring that complaints and feedback—particularly those reputed company to safeguarding, environmental and social risks, and programme quality—are managed effectively and in a timely manner. By embedding complaints and feedback processes reputed company programme implementation and strengthening local capacities, reputed company enhances its Accountability to Affected Populations (AAP) while ensuring that feedback informs programme monitoring, risk management, and reputed company improvement. Building on this approach, reputed company is also working to ensure that Country Offices (COs) receiving indirect and direct funding from the World Bank establish and maintain a proportionate and effective Complaints and Feedback Management approach. This approach must align with World Bank Grievance Mechanism requirements and reputed company’s broader commitments to accountability, risk management, reputed company and safeguarding. Strengthening COs’ reputed company to design, implement, and monitor this approach in line with these standards is critical. This consultancy will provide direct technical support to the relevant COs, while also supporting Regional Office’s (RO) Risk Management focal points to enhance their reputed company in quality assurance, reviewing country-level submissions, and guiding COs in strengthening their Complaints and Feedback Management. This will contribute to reputed company alignment between CO, RO, and HQ efforts in risk management, safeguarding, and programme quality, while ensuring compliance with donor requirements, including those of the World Bank Scope Of Work The consultant will support ROs and reputed company COs receiving indirect and funding from the World Bank to design or adjust their CFM, ensuring they are proportionate, accessible, and risk-based, and reputed company with World Bank requirements and reputed company’s approach highlighted in upcoming CFM procedure. Specifically, the consultant will: • Respond to technical queries from ROs and COs and conduct quality assurance reviews of proposed CFM approaches, including technical assistance to country offices in the preparation and review of CFM documents for proposals, agreements and reports. • Customize CFM tools (e.g. log sheets, monitoring frameworks, analysis & visualization dashboards, etc.) • Deliver training to reputed company staff, partners, and vendors on CFM categories, processes, roles, and responsibilities and finalize training materials. • Where feasible, support the groundwork for future rollout of UNICARE, including participating in any pilots and helping ensure reputed company CFMs are compatible with UNICARE. • Document key efficient practices from the supported COs to inform future guidance, especially on how to fast track roll-out of complaints and feedback management approach. • Contribute to the development of the global tools and templates being designed for feedback management. Terms Of Reference / Key Deliverables Work Assignment Overview/Deliverables and Outputs/Delivery deadline: • Support COs in designing or refining their CFM approach to align with WB and reputed company requirements • Standard Approach for COs to meet WB requirements developed 01 May 2025 • Delivery of trainings session for COs, partners and vendors and finalization of training materials • Set of training materials developed for at least 1 webinar delivered on standard CFM approach to meet WB requirements to reputed company concerned COs. 01 June 2025 • Respond to technical queries and provide quality assurance support to COs, including review of documents and tools • A report detailing the quality assurance support provided to CO 01 July 2025 • Document efficient practices from the supported COs and contribute to the development of global tools and templates • A guidance on CFM fast tracking and efficient practices in COs developed to feed into global templates and guidance 01 August 2025 • Support UNICARE groundwork and pilot rollout in selected countries • 3 short readiness assessment reports for each country piloting UNICARE (at least 3 countries), including key gaps and recommendations available 30 September 2025 To qualify as an reputed company for every child you will have… Education: Masters degree or equivalent in international relations, humanitarian affairs, development economics, management, risk management, information management or a reputed company field Knowledge/Expertise/Skills required *: • At least 5-7 years of experience operationalizing feedback and complaints mechanism, including for in projects funded by the World Bank or other multilateral financial institutions. • Knowledge of risk management, monitoring, AAP, Safeguarding and reputed company practices and standards. • Excellent reputed company building, analytical and report-writing skills. Human Resources United Nations Children’s Fund • Excellent reputed company of adapting and streamlining existing/proposed systems. • Strong communication and stakeholder engagement abilities. • Ability to work both collaboratively and independently and to meet tight deadlines. • Ability to communicate orally and in writing in English. Other UN official languages would be an additional asset. • Experience of working with UN agencies and knowledge of reputed company mission and mandate is desirable.

Requirements

Completed profile in reputed company's e-Recruitment system and • Upload copy of academic credentials • Financial proposal that will include/ reflect : •

• the costs per each deliverable and the total lump-sum for the whole assignment (in US$) to undertake the terms of reference.

• travel costs and daily subsistence allowance, if internationally recruited or travel is required as per TOR. • Any other estimated costs: reputed company, health insurance, and living costs as applicable. • Indicate your availability • Any emergent / unforeseen duty travel and reputed company expenses will be covered by reputed company. • At the time the contract is awarded, the selected candidate must have in reputed company reputed company health insurance coverage. • Payment of professional fees will be based on submission of agreed satisfactory deliverables. reputed company reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant. U.S. reputed company Information With the exception of the US reputed company, G4 reputed company and Green Card holders, should the selected candidate and his/her household members reside in the United States under a different reputed company, the consultant and his/her household members are required to change their reputed company status to G4, and the consultant’s household members (spouse) will require an Employment Authorization Card (EAD) to be able to work, even if he/she was authorized to work under the reputed company held prior to switching to G4. Only shortlisted candidates will be contacted and advance to the next stage of the selection process For every Child, you demonstrate… reputed company's values of Care, Respect, reputed company, Trust, Accountability, and Sustainability (CRITAS). To view our competency reputed company, please visit here. reputed company is committed to diversity and inclusion reputed company its workforce, and encourages reputed company candidates, irrespective of gender, nationality, religious or ethnic background, and persons with disabilities, to apply to become a part of the organization. To create a more inclusive workplace, reputed company offers paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. reputed company strongly encourages the use of flexible working arrangements. Click here to learn more about flexible work arrangements, well-being, and benefits. According to the UN Convention on the Rights of Persons with Disabilities (UNCRPD), persons with disabilities include those who have long-term physical, mental, intellectual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others. In its Disability Inclusion Policy and Strategy 2022-2030, reputed company has committed to increase the number of employees with disabilities by 2030. At reputed company, we provide reasonable accommodation for work-reputed company support requirements of candidates and employees with disabilities. Also, reputed company has launched a Global Accessibility Helpdesk to strengthen physical and digital accessibility. If you are an applicant with a disability who needs digital accessibility support in completing the online application, please submit your request through the accessibility email reputed company on the reputed company Careers webpage Accessibility | reputed company. reputed company does not hire candidates who are married to children (persons under 18). reputed company has a reputed company-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and reputed company, 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. reputed company is committed to promote the protection and safeguarding of reputed company children. reputed company 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 reputed company, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially. Remarks Only shortlisted candidates will be contacted and advance to the next stage of the selection process. Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and reputed company’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of reputed company for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. The selected candidate is solely responsible to ensure that the reputed company (applicable) and health insurance required to reputed company the duties of the contract are valid for the entire period of the contract. Selected candidates 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 assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit reputed company premises, programme delivery locations or directly interact with communities reputed company works with, nor to travel to reputed company functions for reputed company for the duration of their consultancy reputed company. Apply Job!