UNDP Jobs - 50328- Expert in Operational/Procedural Issues for Emerge

Expert in Operational/Procedural Issues for Emergency SMS Service Delivery and Processing

Location :

Tbilisi, GEORGIA

Type of Contract :

Individual Contract

Starting Date :

Application Deadline :

13-Oct-14 (Midnight New York, USA)

Post Level :

International Consultant

Duration of Initial Contract :

Languages Required :

English

Expected Duration of Assignment :

Up to 4 consultancy days in January, 2015

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Background

The Emergency and Operative Response Centre LEPL 112 Georgia was created by the Ministry of Internal Affairs of Georgia in 2012. It coordinates the operation of three different services: Patrol Police, Ambulance and Fire/Rescue brigades. 112 Georgia serves as a call center receiving emergency calls from all over Georgia during 24 hours, seven days a week. The call is free of charge. 112 is reachable even if the incoming and outgoing calls are disabled or there is no SIM-card inserted in the mobile phone. During the past years, 112 Georgia has undergone significant structural changes in order to meet the international standards of centralized operation. Even though, the reforms have mostly proved to be successful, several major challenges still remain, particularly lack of access to 112 services for people with communication disabilities. Thus, it is essential to make use of the center’s resources and international experience to ensure the principles of equality, protection of human rights and access to the essential services for the people with speaking and hearing impairments, is guaranteed.

Despite the fact that 112 Georgia develops new services permanently, the Emergency and Operative Response Centre (112) is currently not accessible for people with communication disabilities by other means than the voice calls. Based on international standards, 112 Georgia aims to introduce the Emergency SMS Service for people with speech and/or hearing impairments.

LEPL 112 Georgia together with the UNDP launched the joint project - “Ensure Access to 112 Services for Persons with Communication Disabilities”. The overall goal of the project is to create alternative ways of communication, in particular to introduce Emergency SMS Service for people with communication disabilities to reach the Emergency and Operative Response Center in case of necessity. Capacity of LEPL 112 will be developed for enhancing services for the persons with communication disabilities.

Adoption of new technologies would condition the equal access to 112 services for the social groups and ensure the protection of human rights. Increased capacity of 112 Operative and Emergency Response Centre would give the impetus to good governance and democratic trends which means that LEPL 112 could be the important contributor to the fulfilment of the international and local commitments imposed to the Government of Georgia.

To set up appropriate structures and procedures, LEPL 112 is seeking an external support through international expertise for sharing experience in operational/procedural issues related to the processing of data received via Emergency SMS as well as response delivery.

Duties and Responsibilities

The overall goal of the consultancy is to increase knowledge in procedural issues, particularly, in information gathering, processing and service delivering through Emergency SMS, in basic principles for emergency call-takers/dispatchers on conducting communication with the customer via Emergency SMS.

The assignment envisages the below tasks:

Carry out on-the-job trainings for selected call-takers of LEPL 112 Georgia, including:

Plan the roadmap how to gather, receive, process and deliver the Emergency SMS Service;
Advise on how to structure potential follow up activities, i.e. how to conduct conversation with the caller until delivery of the relevant emergency resource;
Supply background materials and specific case studies to the selected team of 112 Georgia.

Provide recommendations to enable the selected 112 staff to ensure that the emergency assistance through Emergency SMS is accurately performed. The recommendations should be based on the experience in designing/implementing similar services that are successfully applied/acknowledged, including information on the latest developments in the mentioned field and suggestions on the way forward.

Deliverables:

Mission report containing information on accomplishments and scope of work as well as respective recommendations, including:

Training for designated team of LEPL 112 Georgia;
Reflections from the practical work;
Provide recommendations to enable the selected staff to continue work properly in the future.

Timeframe:

The entire assignment will be undertaken within 4 working days of which 2 working days are expected to be spent in the field and remaining 2 working days - for preparation and reporting.

Evaluation:

Individual consultants will be evaluated based on cumulative analysis method: Offerors will be evaluated against combination of technical and financial criteria. Maximum obtainable score is 100, out of which the total score for technical criteria equals to 70 and for financial criteria – to 30. Offerors that do not meet Minimum Qualification Criteria will be automatically rejected, while the rest will form up the long list. The Offerors who obtain minimum 35 points as a result of the desk review will be invited for the interview. Offerors who pass 70% threshold, i.e. obtain minimum 14 points, as a result of the interview will be requested the financial proposal.

Financial Proposal:

The financial proposal shall specify a total lump sum amount, and payment terms around specific and measurable (qualitative and quantitative) deliverables (i.e. whether payments fall in installments or upon complete on of the entire contract). Payments are based upon output, i.e. upon delivery of the services specified in the TOR. In order to assist the requesting unit in the comparison of financial proposals, the financial proposal shall include a breakdown of this lump sum amount.

Competencies

Core Competencies

Demonstrated commitment to UNDP’s mission, vision and values;
Sensitivity and adaptability to cultural, gender, religion, race, nationality and age;
Highest standards of integrity, discretion and loyalty.

Functional Competencies

Excellent communication skills;
Excellent interpersonal skills;
Ability to adjust training programs to the existing needs and specific requirements of the trainees.

Required Skills and Experience

Education:

Bachelor's degree in General Management, Business Administration, Services Management or any relevant area (10 points).

Experience:

Minimum of three (3) years of relevant professional experience in the Emergency Response field (minimum qualification requirement: 20 points, more than 3 years - 25 points);
Minimum of three (3) years of relevant professional experience in trainings facilitation, mentoring and providing constructive feedback (15 points);
Strong expertise and extensive practical experience in the area of Emergency SMS Service delivery.

Language Requirements:

Excellent English language skills (both written and oral).