Needs Assessment Consultant (Bekaa Water Establishment)

Place of Work: Bekaa (Jeb Jannine, Hermel, Zahle, Baalbak) & Beirut

Assessment Overview:

The Consultant will be responsible for conducting a needs assessment on the capacity of Bekaa Water Establishment (BWE) staff in delivering conflict-sensitive customer service experiences in the region. The assessment will take place in four of the BWE’s centers including Jeb Jannine, Hermel, Zahle, and Baalbak.

The purpose of the needs assessment is to identify:

The level of knowledge and understanding of BWE staff in the selected offices on national and local policies related to their job descriptions and tasks;

The ability of BWE staff to communicate effectively through active listening and responding, and capacity to effectively deal with challenges and complaints;

The capacity of BWE staff to deliver effective and conflict sensitive customer service, including delivering positive customer service experiences, managing complaints, and building customer loyalty;

The availability of services in addressing arising needs.

Specifically, the findings of the assessment will be used to:

 

Design and develop a training module for BWE staff that aims to strengthen their interpersonal skills in better supporting customers and communities in accessing water services; 

Develop standard guidelines for the provision of support and transparency to community members affected by water issues;

Develop an action plan to improve capacities and relations between the BWE and local communities.

The consultant will be responsible for developing a detailed report that includes the major findings of this assessment, as well as practical and programmatic recommendations on improving the skills of BWE staff in conflict sensitive water service provision.

Essential Requirements:

Bachelor degree in social sciences, development studies, international relations, water resource management or equivalent combination of education and experience in a related area;

Demonstrated experience in conducting in-depth needs assessments or similar activities;

Experience in peacebuilding / conflict sensitive service provision;

Excellent analytical, research, writing and communication skills;

High flexibility and adaptation to the context and environment;

Ability to comply strictly with deadlines and work in a timely manner;

Excellent report drafting skills in English / Excellent Arabic skills required.

Interested applicants are required to submit a CV including references, and a proposed needs assessment methodology including budget.

Duration: June – August 2018