Accountability and Feedback and Complaints Mechanism Consultant Philippines At Handicap International – Humanity & Inclusion

Program-Philippines

Project-All projects covered by Philippines programme

Areas of Intervention-Cordillera Administrative Region, National Capital Region, Bicol Region, Northern Mindanao Region, SOCCSKSARGEN Region, Caraga Region, Bangsamoro Region

1. CONTEXT

Humanity & Inclusion (HI) is an independent and impartial aid organization working in situations of poverty and exclusion, conflict, and disaster. We work alongside people with disabilities and vulnerable populations, taking action and bearing witness in order to respond to their essential needs, improve their living conditions, and promote respect for their dignity and fundamental rights.

From 2022, Humanity & Inclusion is implementing multi-sectoral projects in at least 6 regions of the Philippines. In total, HI Philippines is engaging around 145,000 project participants, including women, men, and children with disabilities or living in situations of vulnerability.

Reporting to the MEAL Manager, the Accountability and Feedback and Complaints Mechanism (FCM) Consultant will support the MEAL and project teams in the Philippines to operate a more context-specific accountability system through feedback and complaints mechanisms.

1. DESCRIPTION OF THE EXPECTED SERVICE

Specifically, the Accountability & FCM Consultant will:

• Help HI Philippines better understand the socio-cultural and power dynamics in the areas of intervention through a community engagement survey and other consultation activities with relevant stakeholders such as local partners, organizations of persons with disabilities, and other civil society groups
• Enhance the standard operating procedures and mechanism flow of HI Philippines when it comes to receiving, handling, responding, and learning from feedback and complaints,
• Develop HI Philippines’ FCMS roll out plan based on its capacities, including the development of training packages, mapping of protection services, and communication or visibility material templates (at least in English, Filipino, and Bisaya) based on HI guidelines or templates, and
• Conduct an initial orientation for the MEAL team and accountability and safeguarding focal points on how to apply the enhanced procedures and templates in their projects or the programme as a whole.

Responsibility 1 : Enhance contextualization of HI Philippines’ FCM

• Develop tools and organize a community engagement survey and community consultations in the areas of intervention
• Helps analyze the socio-cultural context and power dynamics in the areas of intervention, including a consultation and analysis of local partners, organizations of persons with disabilities, and other civil society organizations
• Produce a narrative report of the results of the community engagement survey and community consultations
• Using the community engagement narrative report, propose enhancements to :
  • Standard operating procedures (SOP) on the intake and referral of feedback and complaints
  • Resource mobilization plan about accountability and the FCM,
  • Communication plan about accountability and the FCM,
  • Data collection and analysis tools (paper-based and electronic), as well as data quality control and data protection procedures,
  • FCM monitoring and reporting templates,
  • Participatory approaches for the project/s, and
  • Learning plan from feedback and complaints received.

Responsibility 2 : Develop HI Philippines’ FCMS Response Plan

• Facilitate an assessment of HI Philippines’ response capacities, including investigation, and detail a response plan based on the analysis
• Conduct a mapping of the programs and services in the areas of intervention
• Produce a directory of the local programs and services for use of the programme and project teams

Responsibility 3 : Develop HI Philippines’ FCM Communication Plan

• Using the community engagement narrative report, propose enhancements to the communication plan
• Develop awareness-raising tool templates that inform the affected populations about the accountability system through FCM at least in English, Filipino, and Bisaya
• Propose concrete methods to harness learning from the feedback and complaints and apply it for program and project enhancement

Responsibility 4 : Develop a Training Package and Train HI Philippines’ Staff/Partners

• Develop a training package for staff and partners on key accountability concepts and the SOP of the FCM and response plan developed
• Orient HI staff and partners using the training package and implement any feedback on the training package

DURATION AND PLACE OF PERFORMANCE OF THE SERVICE

• Start date: September 1, 2022
• End date: November 30 (minimum end date) or December 30, 2022 (maximum end date)
• Place of performance: Makati/Philippines

The Accountability & FCM Consultant and MEAL Manager will jointly establish a work or action plan based on the TOR. This work plan will describe the approach to be applied by the consultant in performing his/her task.

DELIVERABLES

The deliverables are the following reports or outputs based the work plan agreed with the MEAL Manager:

Responsibility-Deliverable/s

R1

• Community Engagement Narrative Report
• Enhanced SOP with links to improved tools and templates

R2

• Capacity Assessment Report
• Response Plan
• Directory of programs and services in the areas of intervention

R3

• Enhanced communication plan
• Awareness-raising tool templates
• Learning plan from FCM

R4

• Training Package
• Training for HI Philippines Staff/Partners

CONSULTANT’S PROFILE

• Advanced (Masters/PhD) degree in development studies, social sciences, social work, communications, or related fields
• At least 8 years of professional experience in a MEAL, technical, or leadership position, including experience in setting up and implementing referral and/or feedback and complaints mechanisms and practicing accountability to affected populations
• At least 5 year experience working in development or humanitarian projects or I/NGO settings
• Solid understanding of the project management cycle and results-based monitoring and evaluation
• Demonstrated ability in evidence-based community engagement and partnership activities
• Proficient in quantitative and qualitative data collection methods and analysis through in-person or remote platforms like Survey CTO, Kobo, etc.
• Excellent in speaking and writing in English and Filipino languages, and knowledgeable in Bisaya or other dialects
• Ability for consensus-building and collaboration across multiple units, explain complex concepts in simple language, generate enthusiasm for project quality and accountability