CHS consultant- Syria

Scope of the program

Dorcas is working towards application of the CHS. There are two complementary ways in which Dorcas is looking to achieve this:

1. Review the complaint mechanism of implementing partners (if they have) and improve if necessary (in training, including case study).
2. Establish complaint mechanisms where not available. 
3. Train SJR partners and local NGOs staff.
4. Consult beneficiaries regarding the complaint mechanism. 
5. Train beneficiaries on the importance of complaining, their rights. 
6. Make visuals for illiterate people and others (in participatory process) regarding what behavior to expect from staff. 

Dorcas already conducted a quick assessment for partners and for this assignment is looking into providing training and capacity building to improve the CHS plans.

Key stakeholders

Include but are not limited to:

• Beneficiaries
• Staff of partners

OBJECTIVES OF CHS PROGRAM

Main objectives:

Specialized and well acquainted trainer will be delivering:

1. Trainings for Dorcas staff in Aleppo and SJR members if interested
2. Focus Group Discussions (FGD) will be offered to beneficiaries
3. Workshops for partner’s staff to get acquainted to the principles of CHS
4. Report at the end of the program

Specific objectives

1. Review the complaint mechanism of implementing partners (if they have) and improve if necessary (in training, including case study).
2. Establish complaint mechanisms where not available. 
3. Train SJR partners and local NGO staff.
4. Consult beneficiaries regarding the complaint mechanism. 
5. Train beneficiaries on the importance of complaining, their rights. 
6. Make visuals for illiterate people and others (in participatory process) regarding what behavior to expect from staff 

METHODOLOGY AND APPROACH

Methodology of project monitoring to ensure accountability and service delivery; should be in line with SJR5 M&E Plan

• Check with beneficiaries and local partner: Increased knowledge on complaint mechanism
• Measure increased use of complaint mechanism including timely and qualitative responses
• Spot checks with dummy complaints on the use of complaint mechanism 
• Check with beneficiaries how clear the visuals are
• Pre-post tests during the awareness sessions and trainings
• Assessments reports
• FGD minutes
• Attendance sheets
• Assessment of the training participants.

DELIVERABLES

The consultant is expected to lead, accomplish and submit the following deliverables within the agreed timeframe and budget:

• A report outlining what the beneficiaries in the implementation areas prefer regarding the existing complaint mechanism.
• An enhanced complaint mechanism that is accessible and user friendly to the beneficiaries.
• A report outlining the complaint mechanism structures in place and improvement plan for Dorcas and its local partners.
• Local partners and Dorcas Staff trained in the use of complaint mechanism as well on the rights that beneficiaries have.  
• An enhanced complaint mechanism at Local partner level.
• An increased understanding by the end of the project on the rights beneficiaries have, related to project information, expected behavior of NGO staff, timely response of complaints etc. 
• Visual materials (context related) at each implementation location sharing information related to the rights of beneficiaries.    

ROLES AND RESPONSIBILITIES

1. Review Complaint mechanism of local improve where needed
2. Train partners staff and local NGO on complaint mechanism and CHS code
3. Consult beneficiaries regarding complaint mechanism
4. Plan prepare and deliver trainings and workshops related to CHS, feedback, and complaint mechanism
5. Make visual presentations for illiterate people and other participants regarding behavioural aspect of NGO staff
6. Generate reports and daily findings to line manager
7. Conduct workshops, and FGD for beneficiaries to gather data and findings.