Complaint Handling Consultant

Doctorate   Kabul, Afghanistan Full Time 585
Date Posted:Jan 2, 2019
Reference:MSI/AMANAT 18-027
Closing Date:Jan 14, 2019
Work Type:Full Time
Number of Vacancies:1
Gender:Any
Functional Area:Consulting
Nationality:Afghan
Salary Range:Salary is negotiable
Years of Experience:3 Years
Contract Duration:Open Ended
Extension Possibility:Yes
Contract Type:Consultant
Probation Period:Unspecified
Required Languages:

About MSI-AMANAT:

MSI, a Tetra Tech Company, is a Washington, DC metro area international development firm with a 35-year history of delivering development results across the world. Our core expertise is in the fields of monitoring and evaluation (M&E), institutional development, public sector management, governance and anti-corruption. MSI implements nearly 100 projects in 90 countries around the world such as Jordan, Morocco, Lebanon, Syria, Pakistan, Afghanistan, Colombia, and Mexico. As one of the leading companies in our field, MSI has partnered with more than 80 organizations across all sectors of international development with clients ranging from large bilateral and multilateral donors such as USAID, the World Bank and the UNDP to national and local governments, NGOs, think tanks, foundations and universities. For more information on MSI, please visit our website at www.msiworldwide.com. Project Summary: “Afghanistan's Measure for Accountability and Transparency” project (AMANAT) is a USAID activity focused on supporting Afghan government and non-government institutions to reduce and prevent corruption in the delivery of public services. The project will work closely with local counterpart agencies to identify public services that are particularly vulnerable to corruption, develop mitigation strategies, implement those initiatives, and monitor their impact. Examples of AMANAT’s reforms will include administrative streamlining, improved internal controls, e-governance applications, more open data, and establishing ethics units in government agencies. The project will also promote better communication of these reforms to generate more public trust in government. In addition, civil society, business and the media will play major roles in AMANAT by conducting robust monitoring and oversight of these institutional reforms and their impacts.

Job Summary:

The Consultant will provide technical support and training to complaints handling offices:

for the public health sector in Kabul municipality and 7 provinces (Nangahar, Kandahar, Ghost, Samangan, Farrah, Herat and Balkh), and

for local school shuras in Kabul municipality and 3 provinces (Herat, Balkh and Ghost).

Skills Required:

Not available

Requires travel to provinces:

No

Skills Description:

Duties & Responsibilities:

The Consultant will work in consultation with the Ministry of Public Health, the Ministry of Education, provincial and local officials, local health service providers, local school shuras, and community representatives. The tasks include the following:

1. Public Health Complaint Handling:

Conduct desk research. Review the laws, policies, and documentation related to the complaints handling systems for the public health sector, if they exist, and other relevant reports, analyses and assessments to collect additional information that can be of value to the mapping exercise.

For public health, in Kabul municipality and the 7 provinces, conduct 5-6 interviews in each, with relevant local government officials at different management levels, using the interview guide that will be provided by AMANAT, and write up detailed interview notes. These interviews will seek to identify current systems and practices in place for public health complaints handling in Kabul municipality and the 7 provinces.



Write a “process mapping” report of the complaint handling process for public health based on desk research and the interviews carried out by the Consultant. Include practical recommendations to improve the process (15-20 pages).


Based on desk research and interviews conducted, identify and write up case studies for 1-3 examples of good practices in public health complaints handling in Afghanistan, including the factors and features that have enabled them to function well (3-5 pages each).

Conduct consultative workshop(s) on public health complaints handling in Kabul and 7 provinces to validate the findings of the initial mapping and discuss the recommendations.


Based on the recommendations, draft step-by-step guidelines for complaints handling in public health.

Deliver capacity building workshops on public health complaints handling in Kabul and 7 provinces, using the guidelines.

2. Complaint Handling by Local School Shuras

Conduct desk research. Review the laws, policies, and documentation related to the complaints handling systems for the local school shuras, if they exist, and other relevant reports, analyses and assessments to collect additional information that can be of value to the mapping exercise.

For education, in Kabul municipality and the 3 provinces, conduct 5-6 interviews in each, with relevant local government officials at different management levels, using the interview guide that will be provided by AMANAT, and write up detailed interview notes. These interviews will seek to identify current systems and practices in place for education sector complaints handling by school Shuras in 2-3 provinces.

Write a “process mapping” report of the complaint handling process for education based on desk research and the interviews carried out by the Consultant. Include practical recommendations to improve the process (15-20 pages).


Based on desk research and interviews conducted, identify and write up case studies for 1-3 examples of good practices in school shuras complaints handling in Afghanistan, including the factors and features that have enabled them to function well (3-5 pages each).


Conduct consultative workshop(s) on education complaints handling in Kabul and 2-3 provinces to validate the findings of the initial mapping and discuss the recommendations


Based on the recommendations, draft step-by-step guidelines for complaints handling for school Shuras.


Deliver capacity building workshops for school Shuras on complaints handling in Kabul and 2-3 provinces, using the guidelines.


3. Briefings

Participate in meetings with AMANAT project field staff as required in Kabul.

Participate in briefings of USAlD staff in Kabul.

Deliverables:
1. Detailed notes from each interview conducted
2. Mapping Report on Public Health Complaints Handling
3. Revised Mapping Report on Public Health Complaints Handling, responding to comments and questions from AMANAT
4. Mapping Report on Education Complaints Handling
5. Revised Mapping Report on Education Complaints Handling, responding to comments and questions from AMANAT
6. 1-3 case studies of 3-5 pages each, on the examples of good practices for complaints handling in Afghanistan in the two sectors
7. Guidelines for public health complaints handling
8. Revised guidelines for public health complaints handling, responding to comments and questions from AMANAT
9. Guidelines for education complaints handling, responding to comments and questions from AMANAT
10. Consultative workshops (number and locations to be agreed) to discuss findings and recommendations
11. Capacity building workshops (number and locations to be agreed)

Level of Effort
We estimate that it will take no more than 50 person-days to conduct the proposed tasks

Period of Performance
4 months from the award date.

Job Location:

Afghanistan, Kabul

Qualifications:


Doctorate Degree with three (3) years of relevant experience; or Master’s Degree with five (5) years of relevant experience; or Bachelor’s Degree with ten (10) years of relevant experience;

Experience working with or analyzing government institutions;

Must have legal and/or public administration experience; and

English language proficiency is required

Job Keywords:

Consultant
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