Organizational Change Consultant-Jordan Field Office

Posting Title : Organizational Change Consultant-Jordan Field Office
Department/ Office : UNRWA - Programme Relief & Social Services - Jordan
Location : AMMAN
Posting Period : 9 March 2022-22 March 2022
Job Opening number : 22-UNRWA - Programme Relief & Social Services - Jordan-
176509-Consultant
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Result Of Service
Remuneration (P5/S1) Months $11,333. In addition, a lumpsum travel and subsistence
allowance will be included in the remuneration.
Work Location
Jordan Field Office - Amman
Expected Duration
The duration of the Individual Service Provider Consultancy contract is 1.5 months (33
working days), with the expected start date of 15 April 2022.
Qualifications required
A minimum of 10 years of work experience included two years outside one's home country in
designing and implementing organizational restructuring, including experience in
communications, engagement, and behavioral change.
Some experience of humanitarian operations and organization settings.
Advanced level of knowledge of Microsoft Office and related applications.
Duties And Responsibilities
A. BACKGROUND:

1. The United Nations Relief and Works Agency for Palestine Refugees in the Near East
   (UNRWA) was established as a subsidiary organ of the United Nations General Assembly on
   8 December 1949 and became operational on 1 May 1950. UNRWA's mandate, which has
   evolved since its establishment, is to provide relief, humanitarian, human development and
   protection services to Palestine Refugees and other persons of concern in its Area of
   Operations - Jordan, Lebanon, Syria, the West Bank, and the Gaza Strip. There are 5.8
   million refugees registered across the five fields of operation. As of December 2021,
   approximately 2.4 million refugees are registered with UNRWA Jordan Field Office (JFO).
2. UNRWA services encompass education, health care, refugee eligibility assessment and
   registration, relief and social services, camp infrastructure and improvement, microfinance,
   protection, and emergency assistance. UNRWA is funded almost entirely by voluntary
   contributions. UNRWA is the largest UN operation in the Middle East with over 30,000 staff,
   mostly refugees themselves, working directly to benefit their communities – as teachers,
   doctors, nurses, engineers, or social workers.
   JFO Emergency Coordination Unit:
3. The Emergency Coordination Unit (ECU) was established in 2011 as the Unit responsible
   for planning and managing humanitarian response to Palestine Refugees from Syria in Jordan
   (PRS). The ECU manages cash components and social work for PRS, whereas the relevant
   core programme departments deliver protection, education, and health interventions.
4. The ECU has a staff capacity of 22 staff, including 18 Emergency Social Workers in the
   four area offices and KAP (King Abdulla Park), managing a caseload of 18,806 PRS (as of 31
   December 2021). The total Emergency Appeal budget for 2021 was USD 14.0 million,
   including USD 3.07 million for COVID-19 response. The Unit is entirely funded by
   Emergency Appeal contributions on an annual basis.
   JFO Relief and Social Services Programme:
5. The Relief and Social Services Programme (RSSP) provides a range of direct and indirect
   social protection services. It provides quarterly cash assistance to the poorest Palestine
   refugees in Jordan (PRJ); determines the eligibility and registration of refugees' status, giving
   them access to UNRWA services; maintains, updates, and preserves Palestine refugees'
   records. In addition, it serves women and persons with disability in 10 official and 3
   unofficial camps to promote development and self-reliance.
6. The RSSP has a staff capacity of 104 staff, including 32 Relief Workers, 26 Social Workers
   and 4 Area Social Work Supervisors. The cash assistance from the programme benefits
   58,889 individuals, with a total programme budget of USD 9.72 million (as of December
   2021), including 7.76 million for the Social Safety Net Programme and approximately USD
   120,000 in selective cash assistance. The programme is funded through UNRWA's regular
   budget and does not rely on Emergency Appeal funding.
7. The above has resulted in parallel organisational set up and procedures for cash transfers,
   social services, monitoring and reporting on services, etc., to PRS and PRJ.
8. A list of key functions and organisational charts of ECU, RSSP, and overall JFO will be
   provided to the successful candidate.
   Decision to Review:
9. JFO commenced work on a draft integration plan in 2019 because a) protracted nature of
   conflict in Syria requires continuation of humanitarian response, and b) need to continuously
   improve quality, consistency, and efficiency of operations, including the application of
   UNRWA and international standards. The work was hampered by the onset of the COVID-19
   pandemic in 2020.
10. Because of relevance of the initiative, it was decided to conduct a review of the EA funded
    programme components including relief assistance and case work/management needs in light
    of newly built and the existing capacity in the RSSP, including relief programme capacity and
    standing contracts with financial service providers as well as the ongoing social work reform.
    The review will identify opportunities for integration of EA into RSSP and across other
    programmes, namely Protection, Health, Education, and Environmental Health .
    Expected Outcomes:
11. An integrated service delivery set-up (both structural and programmatic) for both PRS and
    PRJ which enhances the efficiency and effectiveness of humanitarian responses by
    maximising the impact at the operation level. The following are some of the expected
    positive results of the change.
    a. Standardisation and quality of services through the alignment of operational procedures and
    organisational setup of Emergency Cash Assistance, RSSP Cash Transfer, Complaints and
    Feedback, assessment/verification, and registration of PRS, and implementation of a uniform
    Post Distribution Monitoring for PRJ and PRS.
    b. Integrated and enhanced referral and case management services according to the
    professional social work standards and procedures applied by RSS.
    c. Determine the utility of and the need to use ActivityInfo, which has several features
    necessary for tracking of difference activities funded from emergency appeal.
    d. Cost-efficiency due to integration of functions, tasks, and service delivery mechanisms.
    e. Identification of training needs of surplus capacities, if any, to maintain and /or enhance,
    where needed, services to PRS and PRJ.
    f. Improved programmatic and operational accountabilities across the programmes involved in
    the delivery of EA related services.
12. In addition to the above, the planned change is expected to enhance the team spirit of all
    relief, social and emergency social workers, meet the donors' interest in strengthening
    effective and efficient planning, managing, and monitoring of JFO humanitarian responses to
    PRS and PRJ with proper mentoring, oversight and systems ensuring quality of services and
    outputs.
    B. GUIDING PRINCIPLES:
13. The following are some of the key issues the Consultant is required to pay attention to:
    a. ECU manages donor-funded humanitarian response projects; therefore, the plan for
    integration of its function into RSSP should adequately address the capacity and capability
    needs related to design and management of emergency appeals, response to PRS needs and
    meet the donor requirements, including reporting. Whilst the change should not affect the
    current level of services to PRS, it should be equally mindful that services to PRJ are also not
    affected.
    b. Whilst implementation of education, health and environmental health interventions under
    emergency appeal are already mainstreamed, the Emergency Social Workers under the ECU
    implement some activities, especially protection casework, for Neutrality and Protection Unit
    (NPU). In addition, the integration of ECU and RSSP functions should consider a)
    uninterrupted provision of UNRWA services to the most vulnerable 640 refugees, including
    165 PRS families with protection concerns, housed in King Abdallah Park, and b) the new
    arrangement under which NPU's role will be somewhat limited to advisory/technical support
    for protection responses instead of case management -- protection casework is being shifted to
    RSSP social workers. As such, the case management capacity issue needs careful
    examination taking the RSSP's reform and Protection Strategic Framework, 2021 into careful
    consideration.
    C. MAIN DUTIES AND RESPONSIBILITIES:
14. Preparatory Phase: 12 working days
    a. Submit a work plan with methodology within the first 3 days detailing the key tasks,
    processes, deliverables of each phase, and the number of days.
    b. Study the draft plan titled: 'Integration of JFO's Emergency Coordination Unit Activities
    into Relief' to understand more about the context and the plan as of Q4/2019. Since that date,
    the key development has been the commencement of the RSSP reform in 2021.
    c. Convene a series of meetings in JFO to develop a sound understanding of operational
    issues, such as interdependencies of EA components and regular programmes: Education,
    Health, Relief and Social Services, Protection and Environmental Health, concerns and issues
    related to the planned change, and accountability arrangement of the EA. The meetings will
    take place with the following staff as well as any other staff as necessary:
    i. Senior staff of Front Office, HQ Director of Relief and Social Services Department,
    Coordinator of Emergency Coordination Unit, Chief of Relief and Social Services
    Programme, Senior Coordinator and Team Leader of Neutrality and Protection Programme,
    Chief of Education, Chief of Health, Chief of ICIP, Programme Support Office, Donor
    Relations and Projects Support Office, Finance Office, and Human Resource Office and Field
    Legal Office.
    ii. Heads of division/functions in RSSP and ECU; and
    iii. Focus group discussion with Area Relief and Social Services Officers (ARSSOs), RSSP
    Social Workers and Emergency Social Workers.
    d. Take stock of West Bank and Lebanon Field Office experience to a) understand the level of
    integration of emergency services, monitoring and reporting arrangements, and organizational
    setup and financial operations/administration in those Field Offices, and b) document lessons
    for replication/adaptation in JFO. A series of virtual meetings will be necessary with the
    stakeholders, namely, Deputy Directors-Programme, Chiefs of RSSP, Madad III Project
    Manager in LFO, RSSP Division Heads (3 per Field Office), Programme Support Officers
    (2), monitoring and reporting team, etc. In addition, a Focus Group Discussion with
    ARSSOs, social workers would be beneficial to understand the social services to Palestine
    Refugees in Lebanon and Palestinian Refugees from Syria.
15. Design Phase: 9 working days
    a. Develop options for integration of the ECU and RSSP operations, programme management
    and enhancement of current operational set-up, including accountability of all departments
    implementing the EA. The options should include, but not limited to, the following elements:
    i. Articulation of the financial (e.g., cost efficiency) and non-financial (e.g., capacity
    enhancement, quality, and consistency, etc.) drivers for the change, problems to be addressed,
    guiding principles and values (e.g., simplicity, effectiveness, fairness) for the change, success
    criteria, pros, and cons of the options, etc. We expect the change proposition to look into
    programmatic and operational issues, such as technical and managerial supervision, case
    management workload, complaints and feedback, ECU database migration/integration,
    including staff relations and team building, financial administration of cash distribution, other
    logistical issues, analytical capacity, and project management skills, etc.
    ii. Organizational design detailing how the key programmatic and operational functions will
    be organized, responsibilities and decision-making authorities, interdependencies among
    departments, accountability taking the JFO context and successes of Lebanon Field Office
    into consideration.
    iii. Assessment of capacity and capability and training/reorientation plan for effective
    implementation of the change.
    iv. Assumptions, if any, should be clearly stated.
    v. Inputs/investments required to implement the proposed change and timelines.
    vi. Cost-effectiveness and operational efficiencies of the models in line with the available
    resources, which are finite.
    vii. Risk assessment and management plan, including risks, management responsibilities, and
    potential liabilities and impact if realized.
    viii. Application of relevant lessons from of the Lebanon Field Office experience and other
    best practices in the above.
16. Finalization Phase: 9 working days
    a. Discuss the options and obtain the Front Office clearance; revise and discuss with the ECU
    Coordinator, Chiefs of RSSP and other Programmes.
    b. Finalize the option selected by the Front Office detailing the integration, overall
    accountability arrangement for EA components, including organizational design and precise
    definition of roles, responsibilities, and authority to be delegated, and communication
    (internal and external) plan
    c. Conduct a workshop with relevant stakeholders to share the final proposal, ensure
    ownership and fine-tune the option.
    d. Finalize and present the option to the JFO Front Office and HQ RSSD, make agreed
    changes, and present to the JFO Chief and Deputy of RSSP, ECU Coordinator and Protection
    Team Leader, and other relevant stakeholders.
    e. Seek executive decision of Front Office if any of the differences could not be resolved by
    the consultant.
17. Implementation Review Phase: 4 working days
    a. Follow-up and review the implementation of the approved plan, identify gaps, and
    recommend corrective measures.
    D. REPORTING AND SUPERVISION:
18. The Consultant will report to the Director of UNRWA JFO, or the officer designated by
    her. The incumbent will have weekly, or more frequent, meetings with the Director or the
    officer designated by her to report and discuss observations and issues during the assignment.
19. Front Office will facilitate the Consultant's daily work.
    E. EXPECTED OUTPUTS:
20. A comparison of key services being delivered by WBFO, LFO and JFO ECU, Protection
    Unit and RSSP programs.
21. Options for enhancement of a) efficiency and effectiveness in operations of the ECU and
    RSSP functions, and b) accountability of all other departments implementing EA.
22. Buy-in of the plan by RSSP, ECU, Protection leadership and other Departments who will
    be impacted by the change.
23. Finalized, detailed plan for integration of functions.
24. A concise mission report highlighting the key activities and outputs produced at the end of
    each stage of the Consultancy.
25. A detailed breakdown of above deliverables
    Deliverables
    Phase 1: Preparatory Phase No of Days: 12 Days
    1 Detailed work plan with methodology. No of Days: 3 Days
    2 Comparative analysis of key services delivered by relevant functions at JFO and LFO – 4
    pages. No of Days: 9 Days
    3 Refined work plan with methodology. No of Days:12 Days
    4 Phase 1 report – 1.5 pages with deliverables as annexes. No of Days: 12 Days
    Phase 2: Design Phase. No of Days: 9 Days
    1 Stakeholders' workshop and workshop report.
    2 Options for integration and setup for enhanced accountability developed and presented. No
    of Days: 8 Days
    3 Phase 2 report – 1.5 pages with deliverables as annexes. No of Days: 9 Days
    Phase 3: Finalization Phase. No of Days: 9 Days
    1 Further detailing of the option selected by the Front Office. No of Days :3 Days
    2 Stakeholders buy-in workshop and workshop report. No of Days: 6 Days
    3 Finalize, present, and fine-tune the option selected by the Front Office. No of Days: 8 Days
    4 A concise mission report highlighting the work done and outputs produced at the end of
    each phase of the consultancy – 6 pages max -- with deliverables as annexes. No of Days: 9
    Days
    Phase 4: Implementation Review. No of Days: 4 Days
    1 Review report with recommendations and action plan. No of Days: 4 Days
    Qualifications/Special Skills
    Academic Qualifications: 1. Advance university degree from an accredited educational
    institution, preferably in organization and management, business studies, or a closely related
    discipline.
    Experience: A minimum of 10 years of work experience in designing and implementing
    organisational restructuring, including experience in communications, engagement, and
    behavioural change.
    Some experience of humanitarian operations and organisation settings.
    advanced level of knowledge of Microsoft Office and related applications.
    Language: Excellent written and spoken English.
    Additional Information
    DESIRABLE QUALIFICATIONS
26. Ability to speak in Arabic.
27. Organizational Development/Change management certification.
    COMPETENCIES:
28. Goal Setting, Planning and Organising: Develops clear goals consistent with agreed
    strategies, identifies priority activities and assignments, monitors, and adjusts plans and
    actions as necessary.
29. Critical Thinking/Analytical Skills: Identifies, analyses, and manages issues, concerns, and
    anticipated resistance.
30. Persuasive leadership: Getting people to change attitudes, behaviors or mindsets using
    indirect methods and move toward a shared vision or goal
31. Interpersonal Skills and Communication: Ability to work with and effectively
    communicate with stakeholders, with extra sensitivity, especially with those affected by
    changes
    No Fee
    THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE
    RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING,
    OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH
    INFORMATION ON APPLICANTS' BANK ACCOUNTS.

How to apply:

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