Community Based Complaint Mechanism Toolkit Consultant

UNICEF, Jordan

Skill Required:, Project/ Programme Management
Preferred Experience: 
5 years
Closing Date for Applications: 
24th August, 2020

Job Description

The prevention of sexual exploitation and abuse is at the core of UNICEF’s mandate. UNICEF has a zero-tolerance policy for sexual exploitation and abuse perpetrated by UNICEF personnel and by personnel and sub-contractors of UNICEF Implementing Partners. Sexual exploitation and abuse (SEA) of crisis affected populations committed by actors who provide aid constitutes the most serious breach of accountability by the humanitarian sector. Consequently, the protection from sexual exploitation and abuse (PSEA) is distinctly linked to accountability to affected populations (AAP), with a high profile and a strong set of specific commitments.
In December 2018, under the IASC Championship of UNICEF Executive Director, the IASC Principals laid out three main priorities to prevent and respond to SEA, namely: 1) safe and accessible reporting that is gender and child sensitive; 2) quality SEA survivor assistance; and 3) enhanced accountability, including through prompt and respectful investigations. Whilst efforts are ongoing to increase access to survivor assistance through GBV and CP specialised programming and to build capacity for investigations, more efforts are required to ensure safe and accessible reporting that is gender and child sensitive.
To this end, UNICEF MENA and ESA Regional Offices aim to develop an operational toolkit for Country Offices in order to strengthen development and implementation of community-based complaints mechanisms. This will also contribute to UNICEF’s broader accountability to affected populations, including ensuring community-based complaint mechanisms (CBCMs) are in place and safely accessible for all feedback, including SEA. This will be done in collaboration with HQ and other Regional Offices for the development of a corporate approach across UNICEF.

The primary purpose of this consultancy is to map and develop models for age, gender, ability appropriate feedback and complaints mechanisms for PSEA including development of tools for consultations with communities. This consultant will focus on mapping existing tools and models for CBCMs and community engagement for design and implementation of these mechanisms.
The Consultant will receive overall guidance and day-to-day supervision from the UNICEF MENARO GBViE/PSEA Specialist and in close collaboration with the UNICEF ESARO GBViE/PSEA Specialist. The Consultant will work directly with PSEA focal points in MENA, ESA, HQ and in other regions and engage with AAP Focal Points in the regional offices.

The consultant will be responsible for:

  •  Desk review of existing global, regional, country level tools for community engagement in complaint mechanisms: The consultant will take stock of available tools and approaches for community engagement in order to inform the development of a basic toolkit for country offices. This will include a short (10 pages maximum) summary document and creation of a resource e-library.
  •  Review of existing models for community-based complaint mechanisms in 4 contexts: Recognising that models for community-based complaint mechanisms will be different across contexts and situations, the consultant will conduct a desk review, interviews and group discussions (including with communities if possible) on current CBCMs in four different contexts – humanitarian situations facing access issues (remote management), humanitarian situations with access, mixed contexts (humanitarian/development), and development/upstream. Based on this review and consultations, the consultant will develop short guidance (5 pages maximum) on CBCM models and recommendations for each of the four situational contexts.
  •  Toolkit for community engagement and CBCM design: Building upon the first two deliverables, the consultant will develop an operational toolkit for community consultations for the design and implementation of CBCMs including templates for key informant interviews and focus group discussions with women, girls, men, boys and with considerations for age, gender, and disability. The consultant will also develop a tool for analysis of the consultation findings to support development or modification of CBCM as well as a implementation monitoring tool that can be used during programme visits and M&E. Lastly the toolkit should include a briefing note (2 pages maximum) on considerations for what makes a CBCM appropriate for SEA allegations and integration of PSEA and AAP mechanisms.


  •  Education: advanced university degree or equivalent in public health, the social sciences or other relevant field related to PSEA and AAP. *A first-level university degree with relevant combination of academic qualifications and experience may be accepted in lieu of the advanced university degree with an additional 2 years of experience.


  •  Work experience: minimum 5-7 years of progressive humanitarian experience; at least 2 of which should be field-based or in emergency contexts.


  •  Technical knowledge:
  •  Strong knowledge of PSEA and/or APP;
  •  Experience working with community-based programming;
  •  Experience working with conflict-affected communities, including with children and communities;
  •  Ability to collect, collate and analyse data in an efficient and effective manner;
  •  Analytical, methodical and precise style of writing;
  •  Excellent interpersonal, communication and presentation skills;
  •  Communicates effectively to varied audiences, including during formal public speaking;
  •  Sets high standards for quality of work and consistently achieves project goals;
  •  Able to work effectively in a multi-cultural environment;
  •  Demonstrates leadership or supervisory skills; coordinates group activities; experience in a leadership or supervisory role an asset.
  •  Demonstrated ability to work in a multicultural environment and establish harmonious and effective working relationships;
  •  Translates strategic direction into plans and objectives;
  •  Quickly builds rapport with individuals and groups; maintains an effective network of individuals across organizational departments;
  •  Previous experience with online content development preferred;
  •  Previous experience with UNICEF preferred.

 Language: fluency in English required, Arabic and/or French an asset

Payment Schedule: UNICEF will only make milestone payment based on achievement of specific deliverables as listed on the table above. These payments should be stated in terms of percentage. Also note that UNICEF does not make advance payment except under certain conditions in line with UNICEF Financial Rules and Regulations.

Qualified candidates are requested to submit:

  •  Cover letter/application.
  • Financial quote as lump sum for professional fees, and lump sum for travel/administrative/subsistence, if applicable.
  •  CV.
  •  Examples of previous, relevant work as applicable
  • Proposed methodology/approach to managing the project.
  • At least 3 Referees


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