Job Title Data Analysis and Reporting Specialist
Type Internal/External
Type Of Contract Individual Contractor

Vacancy Notice Internal/ External Vacancy Notice IC/003/2019
Position Number IC/003/01/19
Number Of Vacancies 1
Location Kampala
Position Grade Individual Contractor
Closing Date 2019-12-10
Organizational Context

Ensuring accountability to affected people (AAP) is a key principle in UNHCR’s work, as reflected in UNHCR’s Strategic Directions 2017-2021 and its Age, Gender and Diversity (AGD) Policy of 2018. This has been a key priority for UNHCR Uganda, and concerted efforts have been made to strengthen feedback and response mechanisms. 

Systems to receive feedback – including comments, suggestions and complaints – are a key accountability mechanism and risk mitigation measure, creating the opportunity for UNHCR and partners to hear directly from PoCs, to understand the protection risks they face, and to gauge the effectiveness of delivery of services. It is vital for feedback mechanisms to incorporate multiple communication channels tailored to the different needs and capacities of PoCs of diverse backgrounds, including, girls, boys, women, men, youth, older persons, and persons with disabilities. AAP requires that programmes are informed by the views of PoCs and adapted to their capacities and needs.  Feedback from PoCs received through various channels provide essential input into shaping services. As part of the AAP framework, the Uganda refugee response needs to ensure that all formal and informal communications from PoCs inform protection, assistance and solutions programming, and that timely corrective action is taken as appropriate by all partners concerned.

As part of overall efforts to achieve this, the inter-agency Feedback, Referral and Resolution Mechanism (FRRM) was launched in the Uganda operation in October 2018. The mechanism seeks to enhance and improve two-way communication between PoCs and assistance organisations, creating a better informed and more accountable protection environment. It comprises of existing and recently established feedback channels such as protection desks, complaints / suggestion boxes, community structures and dialogues, toll-free helpline and email services, through which refugees can access reliable information, report protection concerns or incidents of fraud and corruption, provide feedback on services, and access referrals to agencies for support services. The helpline was launched in October 2018 with country wide coverage being achieved in March 2019 and is accompanied by a systems online platform which records and tracks all referrals. The platform’s referral network currently has some 470 individual focal points within 38 partner organizations working across 31 settlements. It is hoped that all operational and implementing partners will be incorporated into the system by the end of 2019.

All cases received are categorized according to the nature of the call. Categories 1-2 are related to requests for information or feedback and are handled directly by the helpline agents, guided by an extensive database of standardized FAQs. Category 3 represents more complex cases related to requests for assistance and are automatically channeled through the mechanism’s case management system to preassigned focal points within partner organizations for resolution. All cases received through the FRRM helpline are recorded in the system’s interactive data portal which allows UNHCR and partners to track individual case status, referral response times and quality of feedback given. The portal also displays individual and aggregated data by settlement, sector, call category, breakdown of age, gender and diversity of complainants, and more. With over 50,000 calls received during the first year since its launch, this data gives a unique insight into the needs and concerns of the community, providing UNHCR and partners with a powerful evidence base for programming and project design to ensure that resources are prioritized according to the needs of diverse groups within the community and that the impact of our work is maximized to best effect.

Over mid/longer term and resources permitting, the operation aims to connect other feedback channels – such as protection desks and complaints / suggestion boxes - to the FRRM database. PoCs can approach the Protection Desks (managed by UNHCR’s protection partners) in person to seek information on services, report any protection concerns or lodge complaints, and the Protection Desk staff refer cases that they cannot handle on the spot to the concerned focal point or partner for response and any necessary support. Through providing internet connectivity and tablets to Protection Desks, the staff could record cases received at the Protection Desks into the FRRM database, enabling the database to capture queries / complaints received through the Protection Desks in addition to those channelled through the helpline. This would facilitate a more comprehensive analysis and tracking of issues raised by the community. Meanwhile, some level of data on feedback received and handled at protection desks is available with partners / UNHCR albeit not in a centralized location.

Functional Statement

Overall purpose and Scope of Assignment

all cases received through the FRRM helpline are recorded in the system’s interactive data portal which allows UNHCR and partners to track individual case status, referral response times and quality of feedback given. The portal also displays individual and aggregated data by settlement, sector, call category, breakdown of age, gender and diversity of callers, and more. While this dashboard provides a sound overview of calls received, it does not analyze this data to identify gaps in the programming of partners and UNHCR.

Against this background, UNHCR is seeking a data analyst and reporting specialist to assist in analyzing this data through an age, gender and diversity (AGD) lens. He/she will be required to produce a high-quality report and holistic data analysis of multi-sectoral data gathered through the helpline, highlighting specific issues and “programmatic blind spots” facing different populations along AGD lines. The report should include an analysis which will help to understand the needs and vulnerabilities of women, men, boys and girls of diverse nationalities and backgrounds in refugee settlements and in Kampala, as well as issues that they face. The analysis will examine, among others, profiles of callers, particular trends depending on the age, gender and diversity of callers as well as by location; accessibility to different types of services including registration, protection, health, education, shelter, domestic items, food security, water, sanitation and hygiene, and environment and energy. The report should also include a number of recommendations for how the afore-mentioned blind spots can be addressed and areas where programming may need to be improved to take into account the different needs of women, men, boys, and girls of diverse backgrounds, as well as any improvements to make the FRRM accessible to diverse groups within the community. Findings related to gender inequality issues will also be highlighted, to address and mitigate any gender differences in access, participation or decision making that may be experienced by women and girls.

As the data presented on the FRRM dashboard only relates to interactions with refugees which are had through the helpline, the Consultant will also compile and analyse any available data emanating from protection desks and other feedback channels and will also take into account the report of the Participatory Assessment 2019.


Key Outputs and Deliverables

Comprehensive report for 2019:

  •  Analysis methodology and workplan (by end January 2020)
  • Outline of report (by mid-February 2020)
  • Report including detailed content analysis, findings and recommendations to be presented to UNHCR for review, feedback and finalization within agreed timeline (draft report by 31 March 2020 for review and feedback by UNHCR, final report by 15 April 2020)
  • Meeting to present and discuss findings and conclusions with senior management and other stakeholder 

Monthly Reporting:

  • Ensure that FRRM data is consolidated on a monthly basis from all different sources.
  • Ensure that all FRRM cases are classified according to their content and work towards automating the process.
  • Design and implement automated content analysis monthly reports highlighting all the trends through an AGD lens.
Required Competencies
  • Excellent analytical skills.
  • Advanced skills in Microsoft excel and other statistical analysis software/s.
  • Excellent word processing skills
  • Ability to review and analyse data and produce high quality visual graphics representing data sets.
  • Excellent command of English (spoken and written)
  • Knowledge of UNHCR’s work and mandate;
  • High level of integrity and respect for values and principles of UNHCR
  • Demonstrate the highest level of commitment to and respect for persons of concern to UNHCR, partners and colleagues in all aspects of work and ensure that personal professional behavior is of the highest standard.
  • Knowledge of or willingness to learn about UNHCR’s Age, Gender and Diversity Policy.
  • Experience producing advocacy products and reports for UN or other humanitarian agencies.
  • Strong interpersonal skills and ability to work effectively in a diverse and multi-cultural team environment       
  • Ability to work in stressful situations.
Essential Minimum Qualifications and Professional Experience
  • University degree in information technology, demography, statistics, social sciences, data science, gender studies or any related area
  • Minimum 4 years of relevant work experience in data analysis and writing high quality analytical reports and research products. If holder of post-graduate university degree, minimum of 2 years of relevant work experience.
  • Proven experience in gender and/or protection analysis, gender and protection mainstreaming, and age and gender sensitive, responsive and transformative programming is a must.
  • Experience in inclusive programming in humanitarian or development context is a must
  • Knowledge of the UN system and the humanitarian community.
  • Ability to formulate Information Management-related technical requirements and Operating Procedures.
  • Experience with handling confidential data and demonstrated understanding of different data collection methodologies.
Desirable qualifications & competencies
  • Second-level university degree (e.g. statistics) - desirable
  • Experience working with refugees desirable
Operational Context