Expression of Interest Benefeciary relations consultant - 17.4088.5-004.00 UDP-NL

Brief information on the project

The “Local Development Programme For Urban Areas in North Lebanon” (UDP_NL) has the overall objective of contributing to social stability in North Lebanon (The districts of: Tripoli, Dannieh, Zgharta, Batroun, Koura, Bcharre) through addressing critical issues to stability and conflict prevention in the region. The main target groups are vulnerable youth (age 15 – 29) and women. The programme provides accessible and individual development-oriented life perspectives, especially for the youth. This, in turn, reduces social frustration and strengthens inter-communitarian relations. Its approaches are based on the assumption that the easing of tensions, especially in the most deprived areas, will prevent further hostilities and, in the end, contribute to more social stability in Lebanon.

The programme follows an integrated approach including measures of income and employment promotion, infrastructure development and furthering inter-community exchange of youth. The main partners of the programme are local municipalities and unions of municipalities as well as non-governmental organisations and services providers.

Context

As part of the overall programme strategy, UDP_NL supports local communities in North Lebanon (T5) through several projects in partnership with local NGOs and CBOs as well as through working with local service providers.

During implementation, collecting feedback and receiving complaints is a very important tool that allows UDP_NL to to make sure that the implementing partners and service providers are proceeding according to the objectives and activities stated in the contract  and up to the standards agreed upon.

Therefore, UDP_NL is looking for a beneficiary relations consultant. The consultant would act as GIZ’s interface for callers in need of information about certain services and/or activities, those wanting to make a complaint related to the implementation the UDP_NL programme, or report incidents of sexual or other forms of exploitation and abuse. The consultant will provide information and refer complaints and requests for information within the UDP_NL/GIZ team, as needed.

The main entry-point for complaints will be a phone number connected to a WhatsApp account which allows participants of activities conducted under the UDP_NL programme to share their complaints, feedback and questions. This phone number will be shared with all beneficiaries of the programme. The consultant will act as neutral intermediary between complainants and GIZ and its partners and service providers. The consultant also ensures the anonymity of complaints, where desired by the complainant.

The number will be operational for pre-defined service times for callers and 24/7 for feedback and complaints shared via text or voice message, though these texts and voice messages will only be processed during office hours (i.e. 8 a.m. – 5 p.m.). Details are to be defined during the inception phase of the assignment.

GIZ shall hire the contractor for the anticipated contract term, from 15.05.2023 to 30.11.2023

Services to be provided

The contractor shall provide the following work/service: 

1. Specific Duties and Responsibilities

1.1 Development of complaint and feedback pathway

Develop, along with GIZ staff, the complaint and feedback pathway and ensure the efficiency of the operations with all relevant activities conducted under the UDP_NL programme.

1.2 Hotline and data management

- Responsible for one smart phone and SIM card delivered by GIZ, making sure it is ready to function well and operating properly. GIZ will also be in charge of providing the consultant with recharge cards for the phone.

- Document calls and messages (as well as complaints received through any other means) and all relevant information into the logbook and ensure that all information related to the person calling are properly recorded. Specifics to be defined during the inception phase of the assignment.

- Adhere by GIZ’s data security guidelines and making sure all consents are collected with high commitment to confidentiality.

- Alert focal person at GIZ about sensitive complaints that require immediate intervention or action 

- Address beneficiaries’ queries through the hotline number in a professional manner.

- Ensure the proper closure of all feedback and action steps with the focal point at GIZ.

- Responsible for the proper implementation of the procedures for dealing with complaints as agreed with GIZ upon the start of the assignment

- Raise awareness about certain trends or general changes that might affect the procedures.

1.3 Field visits & reporting incidents

- Submit visit reports and documents findings for GIZ and prioritize partners’ projects accordingly.

- Reporting on dropouts, loss of resources, sexual harassment, abuse, exploitation or any other potential observations risking the achievement of the programme’s objectives /contract violations by partners and service providers

- Develop a design for the hotline card and distribute it during field visits and  making sure that beneficiaries are able to report on it.

1.4 Facilitation of up to 6 sessions with complainants and programme partners

- As needed, the consultant facilitates feedback sessions between complainants, programme partners and GIZ staff. These feedback sessions allow working constructively on feedback by participants of project activities. The consultant assumes the position of neutral third party and allows participants to share their feedback anonymously.

- The feedback sessions will be conducted by the consultant upon request by GIZ. The consultant may also suggest conducting a feedback session whenever they deem it appropriate.

- The logistics of the feedback sessions are arranged by GIZ and its implementing partners

1.5 Supporting in the M&E process of UDP_NL activities

When needed, the consultant will support the UDP_NL team in conducting the monitoring and evaluation of their activities

2. Deliverables:

2.1 Inception phase:

- Flowchart of process for processing complaints, feedback and questions developed in consultation with GIZ team

- All necessary templates (logbook, documentation of complaints, documentation of field visits and feedback sessions etc.) that are developed in consultation with GIZ

2.2 On a monthly basis:

- Logbook of the complaints and other calls and messages received. Report on the actions and measures taken in response to the received complaints

- Documentation on conducted feedback sessions in line with requirements of GIZ

- Documentation of field visits in line with requirements of GIZ

- Final Report: Develop a final report summarizing milestones, methods and lessons learned

The contractor is expected to have a means of transportation while in the field. Transportation will not be reimbursed separately by GIZ

1. Qualifications of proposed staff

1.1 Expert 1:

1.1.1 General qualifications

- Education:University Degree in psychology, political or social sciences or other relevant field

- At least 3 years of relevant experience, especially at NGOs, academic organizations, standard-setting bodies, public agencies, ideally in a call center or other position that required regular contact with clients/ beneficiaries.

- At least one year experience with collecting and processing client/ beneficiary feedback

- Proven experience and qualifications in mediation or other formats of facilitating feedback sessions is an asset

- Experience with Monitoring & Evaluation is an asset

- Basic knowledge in humanitarian principles and humanitarian processes

- Demonstrated awareness and sensitivity to gender and diversity; experience and ability to work in diverse cultural contexts in a culturally appropriate manner; and capacity to make accurate self-assessment particularly in high stress and high security contexts when dealing with sensitive complaints.

- Preferably trained on prevention of sexual harassment, exploitation and abuse (PSHEA).

- Average knowledge on data entry and MS office.

1.1.2: At least 3 years of experience in Lebanon, experience in North Lebanon is an asset.

1.1.3 Language skills: Business fluency in Arabic, good English skills

Soft skills

- Motivated self-starter who enjoys working in a collaborative and international environment.

- Team-working skills

- High degree of own initiative

- Demonstrated communication skills and ability to liaise with affected communities

- String documentation and reporting skills

- Knowledge of the Northern region of Lebanon

- Sociocultural competence

- Efficient, partner- and client-focused working methods

- Interdisciplinary thinking

2. Appropriateness of proposed concept

2.1 Strategy: The bidder is required to consider the tasks to be performed with reference to the objectives of the services put out to tender (see Chapter 1). Following this, the bidder presents and justifies the strategy with which they intend to provide the services for which they are responsible (see Chapter 2).

2.2: The bidder is required to describe the key processes for the services for which it is responsible. In particular, the bidder is required to describe the necessary work steps for processing requests and feedback (both positive and negative) provided by beneficiaries.