Norwegian Refugee Council Complaints and Feedback Mechanism Consultant – Jobs in Kenya

Background information

NRC has been delivering humanitarian assistance since 2011 in eight states through static presence or mobile response. NRC South Sudan operates in North (Wau, Twic, Jur River, Gogrial, Alek and Aweil), Jonglei (Bor, Twic East, Duk and Akobo), Unity (Mayom, Koch, Leer) and Central Equatoria (Juba, Yei, Kajokeji), and responds to the humanitarian needs through provision of shelter, education, livelihoods, food security, legal assistance, protection from violence , and water, sanitation, and hygiene to most vulnerable communities.

NRC South Sudan has also an emergency response team that operates across the country to provide rapid lifesaving interventions to crisis and disaster affected populations. These interventions are being implemented through protection and safe programming, integrated programming, consortium, local partnerships, cross-border programming, coordination, and cash programming.

Complaints and Feedback Mechanisms (CFM) serves as a critical method for the communities that NRC works with (the people that NRC targets with its programmes, the wider community, and suppliers) to hold NRC to account on its programme implementation and quality.

In 2018, NRC approved a global policy on Complaints and Feedback Mechanisms .The policy sets out a number of minimum standards, including: that a CFM must be established in all COs, sufficient allocation of resources, contextually relevant feedback channels with input from the local community, accessible registration of feedback and complaints (following data management standards), clear communication of CFM processes to communities, contextually and culturally appropriate channels, including specific child friendly and safe channels for children, staff awareness and engagement and lessons learnt and engagement.

This policy was accompanied by handbook to support the country offices to establish CFM, and some initial technical support Head Office (HO). Since that time, several COs have established CFM in country including South Sudan. In addition, CFM has been identified as one of the minimum standards in NRC’s Safe and Inclusive Programming (SIP) framework

NRC South Sudan is committed to ensuring all external stakeholders have access to CFM that is accessible, safe, independent, transparent, and responsive. NRC South Sudan CFM has been in existence for the past years and has been using a range of existing communication channels to solicit for feedback and complaints from beneficiaries about NRC’s organizational performance, and for NRC to address such feedback and complaints in a safe and responsive manner. Over the past one year, the CO has been looking for opportunities to integrate with the Digital Community Hub (DCH) to allow greater involvement of beneficiary communities.

The aim of this consultancy is to map the status of implementation of the CFM in South Sudan, identify gaps, review, and classify the DCH entry points and institutionalise the CFM through development of SOP, training modules (SoP) and Information, Education and Communication (IEC)materials.

Scope of work
Mapping of CFM status in the country through carrying out CFM assessment across four areas of NRC operation. This should cover; how CFM is implemented – what are the gaps, challenges, what is working well and what needs to be improved.
Review the existing communication channels, and determine its relevance and appropriateness to targeted communities, while considering the accessibility, specificities of the local context, culture, project resources , beneficiary vulnerabilities and preferences for literate and illiterate beneficiaries.
Evaluate and recommend appropriate CFM methodologies/channels to reach the most vulnerable group of the population – persons with disability, the elderly, female headed-households, women, and children at risk, among others variable groups. It is essential to make provisions to advance their access to entry points to receive/provide feedback.
While the mostly used modalities are complaints desks and phone lines , the direct engagement with NRC project and M&E staff in the field will continue to be possible channels. Review and provide recommendations of integration as a channel to be used to resolve prompt cases in the community.
Based on the finding of the assessment and desk review of CFM in NRC South Sudan, draft SOP to provide specific guidelines on the why, what, who, where ,when and how accountability issues should

be handled in NRC South Sudan
Develop a training and capacity building package including guidance notes on the CFM SOP for dissemination to various levels of the organizations. This needs to be done in line to the already existing materials for capacity building.
Provide guidelines on the development of information, education and communication materials based on the outcome of channels preference for various vulnerable group of the population under SoW No 3.
The implementation of the above activities will be guided by NRC CFM policy, handbook, Humanitarian Principles, Safe and Inclusive Programming (SIP), Accountability to Affected Populations (AAP), and Protection from Sexual Exploitation and Abuse (PSEA) policies

Deliverables and reporting deadlines
The expected start date for the consultancy is August 2022 and is expected to take 28 days. The consultant would then be required to conduct a review of the provided documents and submit an inception report. Following approval of the inception report, CFM assessment will be conducted in the selected Area/field Offices in South Sudan. (more information provided in the job advert via NRC website)

Management and organizational arrangements
The consultant will be responsible for implementation of the major tasks outlined above and the timely submission of deliverables, according to the agreed time frame by the consultant and NRC SS.

The consultant will be expected to travel to South Sudan and further travel to area offices and field offices where NRC operates with consideration to prevailing security conditions.

The Monitoring and Evaluation Manager at Country Office will act as the focal point for all aspects of the consultancy while Head of programme will provide oversight and technical support where required. Area manager will facilitate the availability of staff members and beneficiaries where required for consultation and interviews. NRC will be responsible for the translation of documents from English to Arabic.

All deliverables should be submitted in a widely recognized format such as Microsoft office or PDF format. NRC will own the intellectual property rights to all materials submitted by the consultants under the contract. The rights to reproduce the documents will solely be managed by NRC including granting reproduction rights.

Advanced university degree in international law, community development studies, social sciences, or related discipline.
Eight years of experience in designing and implementation of complaints response mechanisms volatile and conflict sensitive environment, including community consultation and working partners
Understand how complaints and response fits into the overall accountability framework and to help deliver quality services to the beneficiaries.
Understand the requirements of an effective complaints’ mechanism (as per the Core Humanitarian Standard, Commitment 5
Excellent skills in qualitative data collection and participatory monitoring
Experience conducting key informant interviews and community engagement with a wide variety of stakeholders.
Good writing and organizational skills.
Experience working in cross functional and cross organizational reporting structures.
Excellent team-working and communication skills.
Presentation, facilitation skills and community engagement skills including principles of adult learning.

Application process and requirements:
Cover letter: stating why they are interested in complaint and feedback mechanism assessment and whether skills and experience are suitable for the assignment (max 1 page).
Proposed budget including an estimation of the expected working timelines over the entire period between starting the work and the approval of the final deliverable. (max 2 pages)
CVs: should include both technical and CFM experience for the consultant (max 2 pages)
Applications should include; cover letter , propose budget , workplan and CV (max 5 pages) (application over 4 pages will be automatically excluded);
How to apply
For more information and job application details, see;

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