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For every child, the right to safety! 

Purpose of Activity/Assignment:
Uzbekistan has placed the protection of children and women from all forms of violence among its core state priorities, culminating in the 2024 adoption of the Law “On the Protection of Children from All Forms of Violence.” The National Agency for Social Protection (NASP) under the President is mandated to establish a national child helpline under Article 25 of this Law. The country already operates a national toll-free helpline (1146) for cases of harassment and violence against women, run under NASP’s remit and widely promoted as a primary access point for support. Building on the installed base, NASP will initially activate a dedicated child pathway within Helpline 1146 to provide confidential, child-friendly counselling and assisted referrals with clear links to health, education, and law-enforcement services, while laying the groundwork for a potential future standalone child helpline with its own number.

The purpose of this consultancy is to support NASP to design, configure, and operationalize the systems, data flows, and operational mechanics for the child pathway within Helpline 1146, while ensuring scalability and interoperability for a potential future standalone child helpline. This consultant will work jointly with the Lead Consultant, who leads safeguarding/SOPs, workforce training, supervision, quality assurance, and child-safe communications. Together, they will ensure that the approved policies and practices are translated into a functional, measurable, and privacy-compliant technical environment.

Scope of Work:

1. Technology & Data Specification + Dashboard v1
• Support NASP in designing the separate child queue in 1146 (skills based routing; role-based access control; recording/redaction; safe callback/no voicemail).
• Define Minimum Data Set and disaggregation; create an indicator dictionary.
• Set retention/deletion and complete a data protection impact assessment (DPIA) outline for the child pathway.
• Map interactive voice response (IVR)/chat prompts to approved language from the scripts developed by the Lead Consultant.
• Stand up a baseline live dashboard (contacts by channel/time, risk tiers, escalation timeliness, warm transfer completion, verified service uptake, inclusion metrics).
• Design choices should be modular and portable so that, if NASP later establishes a standalone child helpline with its own number, records, referrals, and user access can continue without disruption.

2. User Acceptance Testing (UAT) & Acceptance of Configuration
• Develop UAT scripts & acceptance criteria; supervise NASP/vendor testing; provide soft launch sign off.
• Include a brief readiness check that confirms the configuration can scale or transition cleanly to a separate child number if decided (for example, routing rules, continuity of records, and business-continuity steps).

3. Referral data exchange instrumentation (technical templates)
• Draft data annex templates for partner agencies (fields, formats, transport/encryption).
• Provide a warm transfer toolkit (quick dials, scripted handoffs) for NASP to wire into the system.
• Specify identifiers and feedback loops that work under 1146 and would remain valid if a separate child number is introduced, so referral tracking and outcomes remain continuous.

4. Q1 dataset preparation
• Prepare the cleaned Q1 dataset and dashboard views to support the Lead Consultant’s analysis.
• Provide a short technical note highlighting any implications for a possible standalone child helpline (for example, scale of contacts, inclusion metrics, routing capacity), with decision-ready options and phased milestones should NASP choose to proceed.

5. Implementation monitoring and oversight support
Throughout the assignment, the consultant will maintain structured engagement with NASP, UNICEF and the Lead Consultant to ensure smooth implementation, problem-solving, and continuous alignment of technical and safeguarding workstreams. This includes participation in regular progress discussions (for example, weekly sessions during configuration and testing, and monthly reviews thereafter), joint reflection on emerging operational and data issues, and concise documentation of key decisions and action points. These exchanges will help sustain momentum, support timely adjustments, and inform management decisions on scaling or transitioning toward a standalone child helpline.

Collaboration requirements (support to Lead Consultant):
• 5 days embedded joint work with the Lead Consultant (scripts/indicators mapping, safeguarding UAT, referral timers/fields alignment, Q1 co-interpretation), including a concise “standalone options” review across technology, workforce, referrals, and communications.
• Participation in the agreed coordination rhythm (regular 60-min working sessions; two 90-min Q1 review sessions).

Work Assignments Overview - Deliverables/Outputs - Timeline

1. Referral Data Exchange Instrumentation - 5 days home-based By 08 Jan 2026

1.1 Partner data annex templates (fields, formats, encryption/transport)
1.2 Warm transfer toolkit (quick dials, scripted handoffs) for NASP implementation (incl. 1 day joint with Lead Consultant on timers/fields) 

2. Tech & Data spec + Dashboard v1 - 18 days home-based By 22 Jan 2026

2.1. Child queue design (routing, RBAC, recording/redaction, safe callback/no voicemail)
2.2. Minimum Data Set (MDS) and 1.2.a indicator dictionary
2.3. Retention/deletion schedule and DPIA outline for the child pathway
2.4. IVR/chat prompt mapping to approved Lead Consultant’s scripts
2.5. Baseline Dashboard v1 (contacts by channel/time, risk tiers, escalation timeliness, warm transfer completion, verified service uptake, inclusion metrics) and modular configuration notes to allow clean transition to a future standalone child number if decided 

3. UAT Scripts & Acceptance 3.1 UAT scripts and acceptance criteria - 5 days home-based
3.2 Supervised UAT execution; defect log and retest
3.3 UAT sign off note for soft launch, plus a brief readiness check confirming the configuration can scale or transition cleanly to a separate child number (routing rules, continuity of records, business-continuity steps). (incl. 1 day joint with Lead Consultant for safeguarding/SOP compliance) 

Testing between 22 Jan – 5 Feb 2026
UAT sign-off no later than 5 Feb 2026 (before the soft launch)

4. Q1 Dataset & Dashboard Views - 5 days By 31 July 2026

4.1 Cleaned Q1 dataset and finalized indicator dictionary
4.2 Pre built dashboard views to support ToR 1’s policy/learning brief (incl. 1 day joint co interpretation with Lead Consultant)
4.3 A brief technical note summarizing the operational and technical implications of moving to a standalone child helpline. 

5. Implementation monitoring and oversight support - 5 days By 15 August 2026

5.1 Kickoff and workplan alignment
5.2 Regular coordination and progress review meetings with NASP and the Lead Consultant (up to 10 hours total, including weekly sessions during configuration and monthly thereafter)
5.3 Action points and follow-up tracker maintained throughout the assignment 

Travel is required. 

To qualify as an advocate for every child you will have… 

Minimum requirements:

[Include the vacancy requirements aligned to the category and level of the position. You can see examples in the branded VA example.]

• Education: Bachelor’s degree in Information Systems, Computer/Data Science, Operations Research, or a closely related field is required; Master’s degree preferred. An additional 3–5 years of directly relevant helpline/client-relationship management/telephony data-ops experience may be accepted in lieu of a Master’s.
• Work Experience: 
  • Minimum 5 years in contact-centre/helpline technology & data work, including queue design, role-based access control, call-recording/redaction, and dashboarding/analytics.
  • Demonstrated application of privacy-by-design, Data Protection Impact Assessment drafting, data minimization, and retention/deletion schedules.
  • Ability to implement within UNICEF safeguarding policies, Child Helpline International Core Quality Standards, and national legislation.
  • Proven track record developing User Acceptance Testing scripts, running acceptance testing, and issuing sign-off notes.
  • Evidence of working with client-side technical teams – provide specs/templates, review builds, and conduct acceptance rather than full hands-on configuration.
  • Hands-on with at least one modern client relationship management/telephony stack and common dashboard tools.
• Language Requirements: Good command of English; Russian an asset.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The UNICEF competencies required for this post are…

(1) Builds and maintains partnerships

(2) Demonstrates self-awareness and ethical awareness

(3) Drive to achieve results for impact

(4) Innovates and embraces change

(5) Manages ambiguity and complexity

(6) Thinks and acts strategically

(7) Works collaboratively with others 

 

Familiarize yourself with our competency framework and its different levels.

This position has been assessed as an elevated risk role for Child Safeguarding purposes as it is either a role with direct contact with children, a role that works directly with identifiable children’s data, a safeguarding response role, or an assessed risk role. Additional vetting and assessment for elevated risk roles in child safeguarding (potentially including additional criminal background checks) apply.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, 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. UNICEF is committed to promote the protection and safeguarding of all children. All 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 check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks:  

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF is committed to fostering an inclusive, representative, and welcoming workforce. 

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason. 

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

Humanitarian action is a cross-cutting priority within UNICEF’s Strategic Plan. UNICEF is committed to stay and deliver in humanitarian contexts. Therefore, all staff, at all levels across all functional areas, can be called upon to be deployed to support humanitarian response, contributing to both strengthening resilience of communities and capacity of national authorities.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.