National Consultant to design an inclusive complaints and feedback mechanism for the Government of Zimbabwe, 50 working days (Open to Zimbabwean Nationals only)
工作编号： 582060
工作类型： Consultant
工作地点： Zimbabwe
类别： Social Policy
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, protection
UNICEF has been operating in Zimbabwe since 1982. We are a team of passionate professionals committed to the protection and fulfillment of children’s rights.
Supporting the Government’s vision of a prosperous and empowered upper-middle-income society, the country programme is aimed at contributing to sustainable socioeconomic development that provides all children, including adolescents, with opportunities to fulfil their potential, lead a healthy life, access quality learning and protection and meaningfully participate in society.
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https://www.unicef.org/zimbabwe/work-us
How can you make a difference?
UNICEF Zimbabwe is inviting applications for a national individual to support the Government of Zimbabwe and the Ministry of Public Service, Labour and Social Welfare (MoPSLSW) in developing a Grievance Redress Mechanism for the government social protection programmes.
BACKGROUND
- Provides structured approach for beneficiaries and stakeholders to lodge grievances;
- Ensures timely and fair resolution of complaints;
- Strengthens transparency, accountability, and efficiency in social protection programmes;
- Promotes inclusivity, ensuring marginalized and vulnerable group can access grievance mechanisms without a lot of challenges;
- Enhance programme effectiveness by integrating beneficiary feedback into policy and operational improvements.
- Assess and map existing grievance handling processes, if any, across the current programmes;
- Evaluate community awareness and accessibility af existing grievance redress mechanisms at local level
- Identify gaps, challenges and best practices in grievance redress by reviewing grievance redress ssytems used in other countries both regionaly and globaly including through a literature review of social protection programming and delivery
- Consult key stakeholders including MOPSLSW across all levels, NGOs, Development partners and a sample of beneficiaries. The MOPSLSW can assist with full list to be consulted;
- Define the principles and key features of the GRM, ensuring accessibility, confidentiality, timeliness;
- Develop a multi-tiered grievances resolution structure e.g from the local level, district, provincial and national levels;
- Ensure alignment with Zimbabwe’s Public Service regulations, access to information laws, and social protection policies
- Map existing channels and design multiple channels for submitting grievances, to include toll free hot lines, SMS, online portal, in person offices, community based – e.g ward communities, traditional leaders, NGOs, district and provincial social welfare officers, focal points (whatever is applicable based on local context);
- Ensure the GRM is accessible to marginalized and vulnerable groups, including persons with disabilities, elderly, and those in remote areas.
- Develop standard operating procedures (SOPs) covering grievance registration, classification, investigation, resolution, appeal and feedback;
- Define roles and responsibilities for grievance handling personnel at each level;
- Set timelines for response and resolutions at each level of escalation;
- Define the referral system for grievances for grievances requiring higher level intervention e.g fraud cases
- Propose a unified grievance architecture, with clear protocols for confidentiality handling
- Map the social protection programmes’ grievance entry points and identify potential sysnergies with the GBV/VAC reporting mechanisms.
- Assess the proposed PSEA hotline and eReferral system, including capacities, coverage, data protection, and referral protocols.
- Describe the appeal system for grievances that remain unresolved at the initial stages and levels including an independent appeals committee;
- Provide mechanisms for whistle blower protection and anonymity for sensitive complaints.
- Establish an independent review panel or oversight body for complex cases.
- Ensure that the GRM process is fully and properly integrated in the SPMIS for grievance tracking and monitoring. The development of specific GRM modules will be done by the MOPSLSW with the technical and financial support of the World Bank
- Describe the communication channels to inform beneficiaries of the GRM;
- Recommend training programmes for staff on grievance handling and resolution
- How the community will be provided feedback
- Top bottom/bottom up
- Response resolution
- This should align with the GRM module in the SPMIS. Coordinate with MOPSLSW ICT team to standardize Indicators for measuring the efficiency and effectiveness of the GRM to include resolution rates, response times and beneficiary satisfaction.
- Evaluate how communities are reflecting on this, maybe after 2 years.
- Propose a feedback mechanism for continuous improvement of the GRM
- Make actionable recommendations on how MOPSLSW can effectively manage the GRM, including a roll-out plan.
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Tasks/Milestone: |
Deliverables/Outputs: |
Timeline |
Payment |
|
Literature review of global and Regional systems. Consult with KIIs within government, NGOs and development partners to draft out information for the inception report. |
Inception report- Outlining the approach, methodology and workplan and stakeholder engagement strategy; |
10 days |
15% |
|
Mapping of existing GRM mechanisms and key findings |
Situation Analysis Report |
10days |
25% |
|
Development of the Draft GRM system and opertional guidelines. |
Draft GRM framework and operational guidelines including a process Flow chart- Step by step grievance handling procedures |
15 days |
25% |
|
Consolidate inputs and comments from the stakeholders into the draft. |
Final report and Validation workshop incorporating stakeholders’ comments and inputs. |
15 days |
35% |
|
Start Date: End date: 20/07/25 20/11/25
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Total Working Days: 50 |
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To qualify as an advocate for every child you will have…
Education:
- Masters degree in Social Sciences ,social policy or public policy,economics
Experience:
- Minimum of 5 years professional experience in similar assignments. Greater weight will be given to a consultant with demonstrated experience in designing GRM systems.
- Demonstrated expertise and capability in upstream and downstream communication, with experience in liaising at the highest level of government and the UNCT;
- Proven experience and knowledge in cash transfer programming and the design of grievance redress mechanisms (GRMs) in global contexts
- Strong understanding of Zimbabwe’s development context, including its social protection landscape and institutional frameworks;
- Strong analytical report writing skills.
ToR GRM Individual Consultant-Final June 30 ps.pdfTechnical proposal: The Technical Proposal should articulate an understanding of the TOR and include the proposed Tasks/Milestones, Deliverables/Outputs, Timeline and level of effort by deliverable. The similar table provided in the TOR is indicative. Applicants may use the indicative table as a guide or deviate as per the proposed approach. The proposal should also cost-effectively propose the local travel proposed by the applicant to undertake the assignment.
Financial proposal: The Financial Proposal should include the costs (providing a daily rate as justification) for each task, including consultant fee, proposed travel costs and perdiem, communications costs and any other proposed cost.
For every Child, you demonstrate…
UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS).
To view our competency framework, please visit here.
UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.
Remarks:
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.
The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.
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