Job Description

UNDP is the leading United Nations organization fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in 170 countries, we help nations to build integrated, lasting solutions for people and planet. Learn more at undp.org or follow at @UNDP.

On 20 September 2011, Indonesia, as one of the 8 founding governments formally launched the Open Government Partnership (OGP), endorsed the Open Government Declaration, and announced its national action plan. Following the launch of OGP, President Yudhoyono established an online G2C system (LAPOR) that supports the national public service compliant management system (SP4N) under the coordination of the President’s Delivery Unit for Development Monitoring and Oversight (UKP4) in 2012.

LAPOR is an online citizen complaints management system, and was designed to increase public participation in the supervision of programs and government performance as well as the provision of public services. LAPOR is an integrated online system that is easily accessible through various online platforms including 1) text messaging 1708 (based on Indonesia’s Independence day on 17 August), 2) mobile application (LAPOR!) on Android and Blackberry – IOS still under development, (3) the internet (www.lapor.go.id), 4) Facebook (facebook.com/LayananPengaduanOnlineRakyat), 4) Twitter (@LAPOR1708 or #LAPOR), 5) YouTube (@LAPOR1708), and 6) Instagram (@LAPOR1708).

Through these online platforms, citizens can submit their petitions and complaints to uncover issues internally or in-service provision in highlighting existing challenges. KemenPAN is the responsible agency for the management of daily operations and administration of LAPOR. Up until March 2017, LAPOR had attracted more than 560,000 users and continues to receive, on average, 800 daily reports through the platform. To this end, LAPOR has become the forerunner of national integrated complaints management systems.

Currently, under President Joko Widodo (Jokowi), LAPOR is still a cornerstone for complaints handling with KemenPAN, KSP, and ORI as the national partners of the system. In 2016, LAPOR was defined as the National Public Service Complaints Management System (SP4N: Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) based on KemenPAN No.3/2015 which led to the Presidential Regulation No.76/2013 on the management of public complaints within public services. Together, KemenPAN, ORI, and KSP manage LAPOR after the signing of Joint Memorandum of Understanding in March 2016 on the utilization of LAPOR as SP4N.

The United Nations Development Programme (UNDP) in Indonesia has been initiating a new programme with the Korean International Cooperation Agency (KOICA) to support the Government of Indonesia in strengthening the capacity of government to handle civil petitions that can improve public service provision over time. In doing so, UNDP and KOICA has been establishing a tripartite collaboration with the Ministry of Administrative and Bureaucratic Reforms (Kemenpan) to develop a comprehensive and integrated national strategy on the public service complaint management system. This joint collaboration is also intended to capacitate respective agencies responsible for the management and operation of LAPOR.

Under the supervision of the National Project Manager (NPM) for SP4N-LAPOR and working closely with relevant GoI partners, the Technical Officer supports the NPM in the development and management of the SP4N-LAPOR project. The main role of the Officer is to provide key guidance to national project managers and other relevant stakeholders, support new partnerships with development partners and the private sector to strengthen the SP4N-LAPOR project, while also assisting the NPM in managing the SP4N-LAPOR project by providing project assurance and technical assistance to projects when required as well as conducting overall monitoring and other relevant operational functions.

The technical officer will supervise some relevant project teams and work in close collaboration with programme and operations units in the CO, technical advisors, experts, Government officials, multi-lateral and bi-lateral donors and civil society to successfully implement the SP4N-LAPOR project.

SCOPE OF WORK

1. Support the supervisor in providing strategic inputs for the design and implementation of programmes/ projects, focusing on the following:

Provide inputs and strategic recommendations for the development of SP4N-LAPOR project in line with UNDP’s Country Programme and support to SP4N-LAPOR area.

Provide policy advice and technical support to the design and implementation of SP4N-LAPOR project in the portfolio through consultation with the Government, donors, UN agencies, NGOs/CSOs and other partners.

Support the formulation exercise by facilitating engagement with stakeholders, inputs from relevant advisors and consultants, and proper preparation of SP4N-LAPOR project document in line with UNDP’s procedures.

Assist in conducting analyses of the SP4N-LAPOR project to assess its effectiveness in contributing to the intended outcomes, and develop strategies to address identified weaknesses.

In close consultation with the relevant outcome board(s), identify areas for support and intervention within the outcome areas assigned and any need for outcome level revisions that may be necessary to maintain UNDP’s relevance within the context of the country’s evolving development situation.

Support the implementation of capacity development strategies to enhance the quality and impact of programmes/projects under his/her supervision.

Ensures gender-related economic, environmental, public research and analysis, to contribute to the formulation of policies, programme interventions, procedures, guidelines and tools

2. Support to the management of the project, including ensuring effective quality assurance and oversight, and application of Results Based Management (RBM) across the portfolio

Provide support to the effective management of large and strategic national and regional programmes and projects.

Ensure effective application of RBM tools and project monitoring and evaluation procedures and guidelines to promote achievement of outcome level results. This includes technical support to the financial and substantive monitoring and evaluation of the projects using quarterly monitoring reports (QMRs) and Internal Project Assurance Reports (IPAR) as delegated by Programme Manager

In collaboration with the project team, provide support in the development of project annual workplans, including detailed plans for procurement and recruitment of goods and services.

Support National Project Manager (NPM) in monitoring SP4N-LAPOR project to ensure they are progressing according to plan, and assist project authorities to problem-solve and implement corrective measures.

Support NPM in overseeing all stages of project management, including initiation of the project, presentation of the project to the Project Appraisal Committee, entering project data into UNDP’s Enterprise Resource Planning system (Atlas), finalization of donor contribution agreements, coordination of project and budget revisions, and closure of projects based on corporate procedures.

Ensure proper follow up on audit recommendations.

Assist in the preparation of project reports for donors.

To make sure implementation of gender equality accountability framework and Gender equality Results Based management at project level i.e. performance management, gender marker assignment in web-based system ATLAS, reporting, etc

3. Assist the National Project Manager in creating strategic partnerships, and in the implementation of a resource mobilization strategy related to specific high-priority projects

Assist in maintaining strategic partnerships with key development partners in government, private sector, civil society, and academia to garner the resources and support required for an effective portfolio.

Provision of support in strengthening cooperation with key stakeholders Support the communication of the SP4N-LAPOR project in order to facilitate resource mobilization from various sources such as global trust funds, bilateral donors, and the private sector.

Facilitate information sharing and dialogue within the donor community

4. Production and dissemination of lessons learnt across the portfolio and ensuring effective cross-project and cross-unit knowledge fertilization:

Support knowledge generation and knowledge sharing based on programme/project experiences, and, when appropriate, make contributions to knowledge networks and communities of practice.

Compile key sources of information and best practices for projects and thematic issues within the portfolio and facilitate access to this information by programme and project staff and other relevant counterparts. Maintain knowledge and advocacy networks which are linked to thematic issues or projects within the portfolio.

prepare briefs, talking points, and other documents as required by UNDP Headquarters, UN agencies and other stakeholders.

Ensure that key programme and project results data and promotional material are available to showcase the progress, achievements and impacts of UNDP’s work in the SP4N-LAPOR area.

Conduct training programme for project staff as necessary on UNDP operational/ project policies and procedures. Conducts internal capacity building training for project staff to facilitate appropriate management and timely delivery of project outputs including in gender analysis and gender mainstreaming

5. The incumbent of the position should avoid any kind of discriminatory behavior including gender discrimination and ensure that:

Human rights and gender equality is prioritized as an ethical principle within all actions;

Activities are designed and implemented in accordance with “Social and Environmental Standards of UNDP”;

Any kind of diversities based on ethnicity, age, sexual orientation, disability, religion, class, gender are respected within all implementations including data production;

Differentiated needs of women and men are considered;

Inclusive approach is reflected within all actions and implementations, in that sense an enabling and accessible setup in various senses such as disability gender language barrier is created;

INSTITUTIONAL ARRANGEMENT

Technical Officer will be reporting to National Project Manager SP4N LAPOR in seeking approval and acceptance of the above-mentioned outputs. The incumbent assigned is required to work closely with technical officer for Public Outreach and Advocacy and M&R officer within the Project Management Unit (PMU). The incumbent will also coordinate with other relevant stakeholders in the project to address project output.
CORE BEHAVIOURAL COMPETENCIES

Achieve Results

Demonstrates focus on achieving quality results and impact

Consistently strives to meet or exceed excellent standards

Efficiently establishes appropriate plans and resources for self and others to accomplish goals

Holds self and others accountable for results

Think Innovatively

Seeks patterns and clarity outside, across and beyond boxes and categories, resists false certainty and simplistic binary choices

Looks beyond conventional approaches and established methods

Proposes new ideas, approaches and solutions to problems

Learn Continuously

Actively pursues opportunities for learning and self-development, professionally and personally

Keeps up to date with new developments in own professional area

Proactively seeks feedback, demonstrates a desire to learn from others as well as from experience, both positive and negative

Contributes to the learning of others

Adapt with Agility

Actively pursues opportunities for learning and self-development, professionally and personally

Keeps up to date with new developments in own professional area

Act with Determination

Is flexible in handling change, and adopts new ideas, approaches and ways of working

Seamlessly adapts to working with new situations or contexts, with new people, and in different ways

Participates in, supports, or drives meaningful change in UNDP

Is comfortable with ambiguity and effectively manages juggling multiple demands

Engage and Partner

Demonstrates and encourages teamwork and co-creation, internally and externally, to achieve joint objectives and results

Acts in a way that demonstrates empathy and emotional intelligence, showing consideration for the needs and feelings of others

Enable Diversity and Inclusion

Understands and appreciates issues from the perspective of others

Treats all individuals with respect, considers ethical implications and responds sensitively to all differences among people

Fully accepts and values all people, creating an inclusive environment

Understands that inclusion is multi-faceted (e.g., race, gender, age, disability, culture, etc.) and treats everyone fairly and equally

Demonstrates honesty and transparency

PEOPLE MANAGEMENT COMPETENCIES

Demonstrate Empathy and Emotional Intelligence

Genuinely care about people; demonstrate empathy with the joys and pains of others

Enable the wellbeing of the team(s)

Read a group’s emotional currents and power relationships, identifying influencers, networks, and organizational dynamics; adapt leadership styles at the appropriate times

See the positive in people, situations, and events

Motivate and Direct

Create and communicate a compelling vision and purpose

Align people and resources with organizational vision, strategy, objectives

Understand and proactively build the team/organization culture

Build an Enabling Workplace

Create a working environment where people are engaged and want to do their best; empower and enable team members to perform and have a positive workplace experience

Promote honesty, openness, trust and psychological safety and create opportunities to innovate and learn

Recruit and promote individuals based upon objective measures and meritocracy; acknowledge and utilise the talent of others

Encourage collective action and integration

Build Capability

Identify and develop talent in individuals, providing positive support to enable them to achieve their potential

Foster learning or development of others by giving feedback, guidance, and support; support career development of others

Have willingness and ability to delegate to help people learn, including from failure

Manage Performance and Ensure Accountability

Ensure regular conversations with people about work

Provide positive and constructive feedback

Discuss poor performance in a timely manner

Provide praise and recognition, as well as ensure accountability

Lead with Humility

Be authentic and transparent, act with integrity

Be accessible and available to team members they lead

Encourage debate and discussion, creating a culture where people are comfortable to challenge senior leaders and feel listened to

Be modest, giving credit for success to others and admit own shortcomings

CROSS FUNCTIONAL AND TECHNICAL COMPETENCIES

Digital Awareness and Literacy

Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed

Working with Evidence and Data

Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making

Communication

Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience

Ability to manage communications internally and externally, through media, social media and other appropriate channels

Gender

Gender Mainstreaming

UN policy knowledge - ethics

Knowledge and understanding of the UN Staff Regulations and Rules and other policies relating to ethics and integrity

Innovation

Technology and Innovation

Verbal and written communication

Ability to effectively communicate both verbally and in writing to convey key facts and findings

Verbal and written communication

Ability to effectively communicate both verbally and in writing to convey key facts and findings

Network, communication and Infrastructure Management

Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT

RECRUITMENT QUALIFICATIONS

Academic Education:
Master’s Degree or Bachelor’s Degree in Public Administration, Business Administration, Law, Economics, Political Science, Social Science or related field.

Experience:
Minimum 2 years of relevant experience for Bachelor Degre or no experience is required for candidate with Master’s Degree

Required Skills:
Good inter-personal and team-building skills.

Up-to-date computer skills required, knowledge of spreadsheet and database packages

Excellent inter-personal and team building skills.

Full time availability for project management duties is essential.

Language:
Fluency in written and spoken English is an absolute necessity;

Fluency in written and spoken Bahasa Indonesia is required.

Additional Skills and Competencies:
Relevant hands-on experience in design, monitoring and evaluation of development projects and establishing inter-relationships among international organization and national governments would be highly desirable

Demonstrated strong familiarity with development projects and UNDP programmes in Indonesia.

Knowledge of conflict prevention/ peace building programmes and experience in implementing de-radicalization/ countering violent extremism projects and programmes highly desirable.

Strong knowledge and experience in project management are essential and ability to write high quality reports.

Familiar with Government and UNDP procedures.

Position Number: 00142610