Local Expert – Complaints Systems 

DCAF – Geneva Centre for Security Sector Governance is dedicated to improving the security of states and their people within a framework of democratic governance, the rule of law, and respect for human rights. DCAF contributes to making peace and development more sustainable by assisting partner states and international actors supporting these states to improve the governance of their security sector through inclusive and participatory reforms. It creates innovative knowledge products, promotes norms and good practices, provides legal and policy advice and supports capacity‐building of both state and non‐state security sector stakeholders.

DCAF's Foundation Council comprises 63 member states, the Canton of Geneva and six permanent observers. Active in over 70 countries, DCAF is internationally recognized as one of the world's leading centres of excellence for security sector governance (SSG) and security sector reform (SSR). DCAF is guided by the principles of neutrality, impartiality, local ownership, inclusive participation, and gender equality. For more information please visit www.dcaf.ch

DCAF is currently preparing for the implementation of the project under the DFID funded Capability, Accountability, Sustainability and Inclusivity Programme (CASIP) aimed at providing support to the Palestinian Security Sector. The CASIP will deliver improved financial and human resources management, policy-making capability, a more effective security sector complaints handling system, and increased internal accountability of Palestinian Authority Security Forces (PASF).

DCAF is designing a multi-year programme proposal to support the objective. In support of the outcome, the Technical Assistance programme will support interventions in four identified thematic areas:

1. Planning, research and Monitoring and Evaluation (M&E)
2. Public financial management 
3. Complaints 
4. Human resources 

It is expected that the project will run from July 2019 through 2021 contingent on funding. 

Work under the Complaints thematic area will focus on the following deliverables: 

1. Capacity building training on complaints with partner units (human rights, information and legal departments) and local/international civil society organizations and media; 
2. Processes to measure the impact of complaints system and monitor the effectiveness of complaints to the public; 
3. Promote a culture of the right to information and promote knowledge of laws and ethics across the security sector 

In order to support implementation of the Complaints thematic area DCAF is looking for qualified candidates for the post of: 

Local Expert – Complaints Systems 

Location:                                     Ramallah

Starting date:                               October 2019

Expected duration of assignment: Until 31st March 2020 (with possibility of extension contingent to funding availability).  As part of a pool of experts, the number of working days will be agreed upon once tasks are assigned.

The role

In close coordination with the Team Leader, the Deputy Head of Programme, the international experts on complaints and the local coordinator, the local experts on complaints are responsible for supporting the implementation of the complaints thematic area activities, based on the approved project documents, potentially including but not limited to:

1. Deliver capacity building trainings on complaints to relevant units of the Ministry of Interior (MoI) and PASF Agencies, civil society organizations and media;

• Conduct a series of training for all the MoI and PASF agencies complaints units’ staff, mainly focusing on the implementation of the Manual of Standard Operating Procedures for the Complaints Units;
• Identify cross-cutting areas between the complaints units and respectively the legal departments, the human rights units and the media and public relations units at MoI and PASF agencies;
• Design and conduct joint workshops between the complaints units and respectively the legal departments, the human rights units and the media and public relations units at MoI and PASF agencies to strengthen their coordination; 
• Following the joint workshops, develop guidelines to establish further coordination. 

1. Develop a methodology to assess the impact of complaints management on the relationship with the public;
2. Train the staff of the MoI and PASF agencies’ complaints units on the above-mentioned methodology;
3. Provide trainings to staff of the MoI and PASF agencies on the legal framework and international best practices on the right to information;
4. Develop a user friendly and accessible citizen’s guide on how to lodge complaints at the particular PASF agencies and on the procedures to request information from them;
5. Conduct an awareness-raising campaign on the right to information in relation to the complaints units.

• Carry out workshops between CSOs and PASF agencies to identify the main gaps in relation to right to information at complaints level;
• Reflect the main findings and conclusions of the workshop in a recommendation paper;
• Hold meetings with the public in six governorates to raise awareness among influential actors;
• Produce video and radio public service announcements. 

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YOUR EXPERIENCE 

Education, knowledge and experience

• Master’s degree, preferably in Public Policy, law, management and administration or related fields;
• A minimum of 7-10 years of relevant work experience related to complaints systems;
• Previous work in/with public institutions as well as with senior management of governmental institutions;
• Experience in delivering trainings and facilitation of workshops/meetings/conferences;
• Experience in working in multicultural and interdisciplinary teams;
• Previous successful experience of working with DCAF will be considered an asset;
• Experience in drafting documents/reports;
• Fluency in Arabic and English.

Skills

• Excellent communication and drafting skills;
• Proven problem-solving skills;
• Strong planning and analytical skills;
• Ability to work under pressure and to tight deadlines;
• Cultural sensitivity;
• Excellent team work;
• IT skills, particularly in Word and Excel.

We offer:

• a rewarding, dynamic and challenging work experience
• the chance to be part of a multicultural team of supportive, hardworking and values-driven people
• the chance to contribute to improving security of states and their people within a framework of democratic governance, the rule of law, and respect for human rights

The honorarium will be proposed based on DCAF standards for daily rate for local experts. Individual Terms of Reference for the delivery of each of the work packages (up to ten) will be agreed with the selected expert, together with delivery dates and an agreement for the number of working days that will be required to deliver each work package.

If you think you are a good match for DCAF and the position advertised, please send your application to [email protected] by 28 September 2019 with the subject heading “Local Expert – Complaints Systems”, enclosing:

• a one-page motivational statement in English describing your relevant experience and what you can bring to DCAF
• a concise CV (maximum two pages)

Please use the following format to name the attached files (LastName_CV). If any of the application guidelines are not followed the application won’t be considered by the reviewing team. 

DCAF is committed to equality of opportunity and encourages applications from all qualified candidates regardless of sex, age, disability, gender identity, religion, or ethnicity.

DCAF reserves the right to request additional information deemed appropriate from the applicant. 

DCAF will treat all information received in the context of the application confidentially. Only shortlisted candidates will be contacted. DCAF is not in a position to respond to emails or to telephone enquiries. 

The vacancy is open to the Palestinian nationals only.

This vacancy is contingent on the availability of project funding.