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If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you. For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines fordeveloping countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments. UNICEF has over 12,000 staff in more than 145 countries.

 

Consultancy: Rollout Support Consultant   

Duty Station: Division of Data, Analytics, Planning and Monitoring (DAPM), Risk Management in Programming and Safeguarding (RMPS) Unit, Programme Effectiveness Team (PET)

Duration: 23 Dec 2025 – 30 Sept 2026

Home/ Office Based: Remote

 

BACKGROUND

Purpose of Activity/ Assignment:

The Risk Management in Programming and Safeguarding (RMPS) Unit, within the Programme Effectiveness Team (PET) in UNICEF’s Division of Data, Analytics, Planning and Monitoring (DAPM), was established at the end of 2024 to drive an integrated approach to risk management and safeguarding across UNICEF’s programming and operations.

The RMPS is structured around four pillars: i) Environmental and Social Standards (ESS) and Safeguarding, ii) Complaints and Feedback Management (CFM), iii) Partnership Risk Management, including Harmonized Approach to Cash Transfers (PRM/HACT), and iv) Data Protection. The RMPS works to enhance decision-making, programme effectiveness and organizational learning, to realize the rights and improve the lives of children.

The CFM pillar plays a critical role in strengthening UNICEF’s accountability by ensuring a harmonized approach to managing complaints and feedback from all Programme Stakeholders across all UNICEF Offices. By embedding complaints and feedback management into the programme management cycle, this approach enhances programme monitoring and risk management, informing and improving programme effectiveness. It also supports the operationalization of UNICEF’s Policy on Environmental and Social Standards (ESS) in Programming, the Policy on Safeguarding, and the Accountability to Affected Populations (AAP) commitment. It also reinforces UNICEF’s PRM/HACT.

UNICEF’s approach to CFM is being formalized in a new organization-wide Procedure, scheduled for issuance in 2025 that sets out key principles, categories, processes and roles and responsibilities.  

To support the effective and efficient operationalization of this regulatory framework, UNICEF has developed a transformative multi-stakeholder initiative known as the Community-driven Accountability Response Eco-system (UNICARE). The primary objective of UNICARE is to establish inclusive, safe, effective, standardized and sustainable CFM across UNICEF offices. With UNICARE, all feedback is expected to be managed in a unified and secure digital platform, to enable consistent follow-up, structured escalation, and advanced analysis of trends and insights. This would empower UNICEF Offices to strengthen risk management, programme monitoring and ultimately improve programme quality and accountability. UNICARE is currently managed by EMOPS.

To ensure sustainability, UNICEF is preparing to transfer the management of UNICARE from EMOPS to DAPM. This consultancy will provide business analysis and rollout/adoption support during and following transition, ensuring that workflows and processes are aligned with the CFM Procedure, that country offices have the tools and guidance to adopt the system efficiently, and that the analytics component is developed to respond to programme and accountability needs.

Scope of Work:

Process Design & Quality

• Apply and operationalize the workflows, roles and business processes defined during the Transition Consultancy, ensuring their use during rollout and scale-up, and propose adjustments where needed.

Identify and assess additional gaps in workflows and propose practical, solution-oriented options for business owner decision-making.

• Gather, assess and prioritize user needs (bugs and enhancements) and translate them into actionable specifications for ICTD-led system development.
• Support strategic quality assurance of CFM business processes during UNICARE pilots, rollout and scale-up, by reviewing how workflows are applied in practice and recommending adjustments for consistency and efficiency.

 

Deployment & Rollout Support

• Development of a global rollout roadmap for UNICARE, organizing consultations, coordinating inputs, and preparing prioritization criteria and a phased implementation plan for review and endorsement by UNICEF.
• Adapt and consolidate existing deployment materials from pilots and other UNICEF systems (e.g., eTools) into a practical adoption toolbox with clear steps, roles and responsibilities for efficient UNICARE adoption, minimizing additional burden on country offices.
• Develop demo scenarios (e.g., incident workflow) in alignment with the CFM Procedure, to demonstrate system functionality to country offices planned for pilot, scale-up and rollout.
• Hands-on support to country offices during pilot, scale-up and rollout phases to ensure issues are addressed quickly and without creating additional workload for COs.
• Capture and document lessons learned from pilots and scale-up to feed into continuous improvement and strategic refinement of the UNICARE ecosystem and the CFM adoption toolbox.
• Development and delivery of user guidance, FAQs and knowledge resources on UNICARE.

 

Feedback Data Analysis & Use

• Develop a data analysis framework to define how CFM data should be structured and reported in UNICARE dashboards, ensuring alignment with UNICEF’s standard dashboards (disaggregation, filters, fields, reporting conventions) and responsive to country office needs.
• Liaise with Business unit and ICTD throughout the development of the UNICARE analytics module, providing business-side inputs and ensuring alignment with programme, accountability and risk management needs.
• Support collection, categorization and analysis of complaints and feedback data to identify trends, risks and issues.
• Propose practical specifications for dashboards and visualizations (e.g., key indicators, filters, user levels) to make feedback data actionable for COs, ROs and HQ.
• Review and test the analytics module during pilots and rollout, documenting gaps and proposing improvements for usability and consistency

AOB:

• In collaboration with SBC, support the development of WhatsApp and SMS feedback workflows, ensuring they use clear, user-centered language and align with the CFM Procedure.
• Contribute to strengthening the CFM component of UNICEF SES training modules.
• Contribute to drafting and reviewing the CFM section of the SES Handbook to ensure consistency with CFM standards.

 

Expected results:

 

• Workflows, roles and business processes defined during the Transition Consultancy are applied and operationalized during UNICARE pilots, rollout and scale-up, with adjustments proposed to improve consistency and efficiency.
• User needs (bugs and enhancements) are systematically gathered, prioritized and translated into actionable specifications for ICTD, ensuring continuous improvement of UNICARE functionality.
• A global rollout roadmap is available.
• An adoption toolbox is available, providing country offices with clear steps, roles and responsibilities to adopt UNICARE efficiently without additional burden.
• Demo scenarios (e.g., incident workflow) are developed and used to demonstrate UNICARE functionality to country offices planned for pilot, scale-up and rollout, supporting user understanding and confidence.
• Country offices receive practical, hands-on support pilot, scale-up and rollout, including guidance, FAQs, helpdesk assistance and lessons learned, enabling smoother adoption and minimizing operational disruption.
• A data analysis framework for UNICARE dashboards is developed, aligned with UNICEF’s standard dashboard practices (disaggregation, filters, fields, reporting conventions) and responsive to country office needs.
• The UNICARE analytics module is shaped with strong business-side inputs, ensuring dashboards and visualizations are relevant, user-friendly, and aligned with programme, accountability and risk management needs.
• WhatsApp and SMS workflows are developed with clear, user-centered language, ensuring safe and accessible digital feedback channels in line with the CFM Procedure.
• CFM elements of UNICEF’s SES training and handbook are strengthened, ensuring institutional integration of CFM standards across safeguarding and accountability frameworks

Terms of Reference / Key Deliverables:

Work Assignment Overview/Deliverables and Outputs/Delivery deadline

1.  Global Rollout Roadmap

-  Roadmap outlining prioritization criteria, phased rollout plan (including sequencing and milestones), and governance considerations for global scale-up of UNICARE

30 Jan 2026

2.  UNICARE Analytics Framework & Dashboard Specifications

-  Data analysis framework (structure, disaggregation, filters, fields) aligned with UNICEF dashboard standards and CFM requirements

27 Feb 2026

3.  CFM Adoption Toolbox

-  User-friendly toolbox with workflows, roles, responsibilities, templates and  step-by-step guidance for COs, adapted from pilots and other UNICEF systems

30 Mar 2026

4.  Demo Scenarios

-  Demo scenarios (e.g., incident workflow) developed in line with the CFM Procedure to support CO briefing

30 Apr 2026

5.  Country Office Support Package

-  A minimum set of guidance, FAQs, knowledge resources to support CO adoption during pilots/rollout is provided

30 May 2026

6.  Maintained & Refined UNICARE Business Requirements and Technical Specifications

-  Transition package maintained as a living document; refined during rollout based on lessons, bugs/enhancements, and evolving alignment with the CFM Procedure

15 Jun 2026

7.  Contribution to review of certain documents and training

-  CFM Handbook and training reviewed with proposed inputs/reformulation

30 Jul 2026

8.  COs briefed on UNICARE

-  Report of at least 10 country offices briefed on UNICARE through webinar/call

30 Aug 2026

9.  Adoption support to COs

-  Report of at least 3 country offices supported/accompanied for pilot/rollout, in alignment with the rollout roadmap

30 Sept 2026

Qualifications

Education:

Master’s degree in a relevant field such as Information Systems, Business Administration, International Development, Social Sciences, or a related discipline.

Knowledge/Expertise/Skills required *:

• At least 5 years of progressively responsible experience in business process analysis, system adoption/rollout, or programme systems management, preferably in international development or humanitarian contexts.
• Proven experience supporting the rollout of Complaints and Feedback Management system or similar accountability systems at country, regional or global level.
• Strong background in business requirements gathering, workflow documentation, and translation into technical specifications for ICTD or equivalent teams.
• Familiarity with data analysis frameworks and dashboard development (BI/analytics modules), including structuring data, disaggregation, filters, and reporting
• Demonstrated ability to develop and deliver user-friendly guidance materials (FAQs, templates, adoption guides) for use at field level.
• Solid understanding of safeguarding, accountability to affected populations (AAP), and data protection principles.
• Excellent stakeholder engagement and coordination skills, including facilitation of consultations, user feedback loops, and cross-division collaboration.
• Strong analytical and problem-solving skills; ability to be both hands-on and solution-oriented while maintaining a strategic perspective.

Requirements:

Completed profile in UNICEF'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: visa, health insurance, and living costs as applicable.
  • Indicate your availability

- Any emergent / unforeseen duty travel and related expenses will be covered by UNICEF.

- At the time the contract is awarded, the selected candidate must have in place current health insurance coverage.

- Payment of professional fees will be based on submission of agreed satisfactory deliverables. UNICEF 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. Visa information:

With the exception of the US Citizens, G4 Visa and Green Card holders, should the selected candidate and his/her household members reside in the United States under a different visa, the consultant and his/her household members are required to change their visa 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 visa 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…

UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results. View our competency framework at: Here

UNICEF offers reasonable accommodation for consultants/individual contractors 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 selection process and afterwards in your assignment. 

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. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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. 

Remarks:  

Individuals engaged under a consultancy will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’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 Contracts for the Services of Consultants. Consultants 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 visa (applicable) and health insurance required to perform 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 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 consultancy contracts.