Complaints and Feedback Mechanism Consultant - South Sudan

Contract

This is a Professional contract (NRC) contract. More about Professional contract (NRC) contracts.

Background information

NRC has been delivering humanitarian assistance since 2011 in eight states through static presence or mobile response. NRC South Sudan operates in North (Wau, Twic, Jur River, Gogrial, Alek and Aweil), Jonglei (Bor, Twic East, Duk and Akobo), Unity (Mayom, Koch, Leer) and Central Equatoria (Juba, Yei, Kajokeji), and responds to the humanitarian needs through provision of shelter, education, livelihoods, food security, legal assistance, protection from violence , and water, sanitation, and hygiene to most vulnerable communities. NRC South Sudan has also an emergency response team that operates across the country to provide rapid lifesaving interventions to crisis and disaster affected populations. These interventions are being implemented through protection and safe programming, integrated programming, consortium, local partnerships, cross-border programming, coordination, and cash programming.

Complaints and Feedback Mechanisms (CFM) serves as a critical method for the communities that NRC works with (the people that NRC targets with its programmes, the wider community, and suppliers) to hold NRC to account on its programme implementation and quality.

In 2018, NRC approved a global policy on Complaints and Feedback Mechanisms .The policy sets out a number of minimum standards, including: that a CFM must be established in all COs, sufficient allocation of resources, contextually relevant feedback channels with input from the local community, accessible registration of feedback and complaints (following data management standards), clear communication of CFM processes to communities, contextually and culturally appropriate channels, including specific child friendly and safe channels for children, staff awareness and engagement and lessons learnt and engagement.

This policy was accompanied by handbook to support the country offices to establish CFM, and some initial technical support Head Office (HO). Since that time, several COs have established CFM in country including South Sudan. In addition, CFM has been identified as one of the minimum standards in NRC’s Safe and Inclusive Programming (SIP) framework

NRC South Sudan is committed to ensuring all external stakeholders have access to CFM that is accessible, safe, independent, transparent, and responsive. NRC South Sudan CFM has been in existence for the past years and has been using a range of existing communication channels to solicit for feedback and complaints from beneficiaries about NRC’s organizational performance, and for NRC to address such feedback and complaints in a safe and responsive manner. Over the past one year, the CO has been looking for opportunities to integrate with the Digital Community Hub (DCH) to allow greater involvement of beneficiary communities.

The aim of this consultancy is to map the status of implementation of the CFM in South Sudan, identify gaps, review, and classify the DCH entry points and institutionalise the CFM through development of SOP, training modules (SoP) and Information, Education and Communication (IEC)materials.