Specialist in User Support (Axis 3)

Details

Mission and objectives

The United Nations Development Programme (UNDP) works in approximately 170 countries and territories, helping to achieve the eradication of poverty and the reduction of inequality and exclusion. The program helps countries to developing policies, leadership skills, partnership skills, institutional capacities, and to building resilience to sustainable development results.
UNDP implements several projects in different areas, offering its partners technical, operational and management assistance through access to methodologies, specialized knowledge, specialized advice and a wide international network of technical cooperation.
To contribute to human development, poverty reduction and the country’s growth in priority areas, UNDP Brazil has a constant mission to align its services with the needs of a dynamic, multifaceted and diverse country. The projects are carried out in partnership with the Brazilian government, international financial institutions, the private sector and civil society.

Context

The project “Strengthening and monitoring innovation actions and improvement of the penal and socio-educational systems, in line with national and international human rights principles and guidelines” aims to work on the development of innovative methodologies and actions with a focus on reestablishing regular and adequate functioning of the prison and socio-educational system and produce subsidies to strengthen the monitoring and inspection of official interventions in these systems, in line with national and international human rights principles and guidelines. In particular, The project works to provide the National Council of Justice (CNJ) with tools to: (i) promote the development of mandates and capabilities (constitutional, conventional and legal) of the Judiciary to overcome bottlenecks and obstacles that hinder individual performance and better collective action by magistrates in the criminal and socio-educational systems, notably to protect the positions of more vulnerable populations, and (ii) action to enable full and complete compliance with the decision (on the merits) handed down by the Federal Supreme Court in the Arguição de Descumprimento de Preceito Fundamental (ADPF) 347, which consolidated the understanding regarding the existence of an unconstitutional state of affairs in Brazilian prisons and determined the agreement and monitoring of a national plan and state and district plans aimed at overcoming a situation of structural disarray and massive and systematic violation of fundamental rights, which prevents the implementation of the grammar and programs of principles present in the Federal Constitution, in the International Human Rights Treaties and in ordinary Legislation.
To achieve these objectives, the project is organized into 6 axes, which correspond to the intermediate results expected for the project:
1 – Implementation, strengthening and monitoring/evaluation of actions that guarantee the regular functioning of the penal system
2 – Implementation, strengthening and monitoring/evaluation of actions that guarantee the regular functioning of the socio-educational system
3 – Improvement and quantitative and qualitative increase in the collection and production of data from the penal and socio-educational systems,
4 – Improvement, strengthening and monitoring of care strategies for the most vulnerable populations in interface with the penal and socio-educational systems
5 – Technical assistance to the CNJ for advocacy with 1st and 2nd degree magistracy, through the creation of awareness and communication channels, dissemination of content, education, training, interaction strategies, dialogue and other actions that allow better instrumentalization of the information of the performance options of Brazilian judges, enabling them to act more comprehensively towards the population and its inequalities
6 – Efficient management and knowledge management of the project carried out.

Task description

The UN Volunteer Specialist in User Support will be under the supervision of the Axis 3 Technical Coordinator and will be responsible for providing technical support to those involved on the elements related to the operation of the Civil Identification Flow and Issuance of Documents throughout the National territory, conducting and solving the generated technical calls, following the execution of the service levels and monitoring of actions foreseen in the operationalization of the Flow(s), collaborating to the fulfilment of the established schedule and the quality of the deliveries carried out until the finalization and call solution. They will work in close articulation with the CNJ and UNDP teams.
To achieve this objective, the following indicative activities are planned:
• Validate technical calls and monitor the entire process until completion with the customer.
• Record the progress of the technical call.
• Propose alternative and suitable solutions for the needs of evolution of support systematics.
• Act collaboratively with the CNJ and UNDP team in the development and solution of problems arising from the use of software and biometric kits for knowledge dissemination.
• Active documentation of the activities.
• Participation in internal meetings and with other stakeholders.
• Perform other tasks, as required by the designated supervisor.