Somalia: Consultancy for Beneficiary Feedback

Background

For over 90 years, Save the Children has been making a difference in children's lives in more than 120 countries. We are the world's largest independent child rights organization, underpinned by a vision in a world in which every child attains the right to survival, protection, development and participation. Our mission is to inspire breakthroughs in the way the world treats children, and to achieve immediate and lasting change in their lives.

Save the Children is an organization for talented people with different backgrounds and perspectives. We are proud that our people are representative of the children we work with and we thrive on our diversity. We are an equal opportunity organization dedicated to our core values of Accountability, Ambition, Collaboration, Creativity and Integrity. Our culture is embedded in these values, along with a strong commitment to our Child Safeguarding Protocol, ensuring that all representatives of Save the Children demonstrate the highest standards of behavior towards children both in their private and professional lives.

Save the Children in Somalia/Somaliland has been in operational for over 40 years, with programs across the following sectors: WASH, Food Security and Livelihoods, Health, Nutrition, Education, Child Rights Governance, Disaster Risk Reduction and Child Protection. Save the children Somalia/Somaliland Program has a country office in Nairobi and several field level offices across Somalia.

Consultancy Objectives

The primary objective for this monitoring is to establish a rapid, efficient, independent and effective way for beneficiaries to give direct feedback to Save the Children. This should be done mainly through voice calls but the system should allow for simple SMS text messaging.

Scope of work

• IVR server development and configuration on the Telesom network accessible to Hormuud and Golis subscribers
• Establish short code to be used for all of Somalia/Somaliland (link with current code used in South Central Somalia)
• SMS gateway customization, integrating and feedback system development (website interface)
• Maintenance and Technical Support to ensure the system at optimal

Duration of the assignment

The duration of the assignment of will take maximum of 12 months starting from the date the consultant signed the contract (the tentative plan is to start data collection November 27^th 2017).

Deliverables:

The following outputs are expected of the consultant

• Direct website interface accessible to SCI MEAL staff.
• Database with all calls and SMSs. This will include the number for the complainant, the date of the call and the complainant message in a format that is compatible to SCI-Somalia CRM dashboard.
• Availability of 24-7 call centre support for beneficiary feedback.
• Coding the complaints/feedback for SCI MEAL Team to undertake and monitor follow-up actions.

Management and logistics

• The consultant will be supervised by the Area MEAL Managers with the support of the National MEAL Manager The consultant will be responsible for organizing logistical issues with limited facilitation from SCI and as per the consultancy agreement.

Minimum qualifications

• Proof of having worked with projects funded by institutional donors such UKaid, USAID, EU, ECHO, DANIDA, SIDA and so on, as well as with child focused organizations.
• Proof of work of similar magnitude undertaken in the last two years.
• Demonstrate adequate resources for the specified work.
• High-level presentation, facilitating, communication and reporting skills.
• Presence in all Somali Regions-Somaliland, Puntland and South Central Somalia
• The consultant/ organisation should have telecommunication partners including but not limited to Hormuud and Golis.

Personal Attributes

• Gender and disability sensitive
• Good organizer and communicator
• Comfortable working with children

Qualified candidates are requested to apply through a short proposal detailing past experience and the budget to somalia.procurement@savethechildren.org

Applications close 26^rd November 2017

Disclaimer - Save the Children is under no obligation to award to the lowest or highest or any bidder at all and may cancel the whole/part process when deems fit without giving further justification. Bids shall not be issued or returned beyond the stipulated time.

We work with children, communities and governments all over the world and we believe in the right person for the job regardless of where you come from and how you identify yourself. We need to keep children safe so our selection process reflects our commitment to ensuring that only those who are suitable to work with children are considered for this assignment must sign onto our Child Protection Policy and organizational Code of Conduct.