Project Officer (Línea de Contacto Interagencial)

The Project Officer will manage the Interagency Contact Line in Venezuela, ensuring operational continuity and alignment with strategic planning and humanitarian response. The role involves coordinating feedback mechanisms, strengthening service provider capacities, and fostering interagency collaboration to support vulnerable populations.

Responsibilities

• Serve as the centralized contact point with the Contact Line service provider, ensuring national operational functionality for feedback, complaints and inquiries from persons receiving or needing humanitarian assistance.
• Define, adjust and design communication channels of the Contact Line based on surveys, face-to-face activities and community interaction experiences.
• Define and review Standard Operating Procedures and flowcharts, including manual processes when necessary.
• Strengthen capacities of service providers and contracted operators to ensure Contact Line operation based on humanitarian principles, quality user care, feedback cycle closure and adherence to SOPs and automation processes.
• Implement monitoring activities on Contact Line service schemes to improve quality of operator tasks.
• Ensure constant updating and availability of necessary documents for operators, including Q&A documents, care flowcharts, referral protocols and standard texts.
• Ensure respect for data protection policies and informed consent of Contact Line users, complying with technical requirements.
• Convene and lead the Contact Line Working Group, unifying interagency efforts for Contact Line operation in complementarity with other community feedback mechanisms.
• Interact with designated focal points to obtain detailed, specific and updated information related to referrals, follow-up and feedback cycle closure, as well as defined protocols and care routes.
• Ensure effective articulation between the Working Group and the Contact Line Executive Committee.
• Contribute to relevant coordination spaces including AAP Working Group, Inter-Cluster Group, Prevention Network against Sexual Exploitation and Abuse (PEAS) and other pertinent forums to guarantee coordination with the Contact Line.
• Represent UNICEF Venezuela in forums related to the Contact Line in coordination with the Working Group.
• Support resource mobilization efforts to ensure sustainability of the Contact Line.
• Facilitate development and use of harmonized standard tools for community feedback mechanisms and define minimum data required for trend analysis and decision-making at various levels.
• Ensure integration of requirements and adapt processes to the needs of UN Agencies, Funds and Programs in Venezuela in the design, implementation and maintenance of the Contact Line.

Requirements

• University degree in Social Sciences, International Relations, Government, Public Administration, Public Policy, Social Policy, Social Development, Community Development or other relevant technical field.
• At least one year of experience in systematization, monitoring, evaluation, accountability and learning processes in Humanitarian Assistance, Humanitarian Development and/or Peacebuilding Programs or Projects.
• Experience and knowledge in developing, implementing and managing feedback and complaints systems, preferably in Humanitarian Assistance, Humanitarian Development and/or Peacebuilding Programs or Projects.
• Experience in project cycle management is required.
• Fluent level of Spanish is required.
• Knowledge of another official UN language (Arabic, Chinese, French, Russian or English) is an advantage.
• Theoretical knowledge and experience in humanitarian principles and accountability.
• Experience in information management and systematization (database management on online platforms or Excel).
• Experience in budget design and expenditure projections.
• Experience managing service provider relationships, including selection and evaluation processes.
• Relevant country-level experience, particularly in development contexts, fragile environments and humanitarian situations, is valued.

Skills

• Systematization
• Monitoring and Evaluation
• Accountability and Learning
• Feedback and Complaints Systems
• Humanitarian Assistance
• Humanitarian Development
• Peacebuilding Programmes
• Project Cycle Management
• Humanitarian Principles
• Information Management
• Database Management
• Excel
• Budget Design
• Expenditure Projections
• Service Provider Contract Management
• Selection and Evaluation Processes
• Inter-agency Coordination
• Strategic Planning
• Humanitarian Response

Languages

Spanish