UNDP Jobs - 63481- International Consultant on the Complaints Mechani

International Consultant on the Complaints Mechanism for the Office of Inspectorate General (OIG)

Location :

UNDP/LOTFA, Kabul, AFGHANISTAN

Type of Contract :

Individual Contract

Starting Date :

Application Deadline :

15-Feb-16 (Midnight New York, USA)

Post Level :

International Consultant

Duration of Initial Contract :

24 Weeks with maximum 120 working days

Languages Required :

English

Expected Duration of Assignment :

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

UNDP Global Mission Statement

UNDP is the UN’s global development network, an organization advocating for change and connecting countries to knowledge, experience and resources to help people build a better life. We are on the ground in 166 countries, working with national counterparts on their own solutions to global and national development challenges.

UNDP Afghanistan Mission Statement

UNDP supports stabilization, state-building, governance and development priorities in Afghanistan. UNDP support, in partnership with the Government, the United Nations system, the donor community and other development stakeholders, has contributed to institutional development efforts leading to positive impact on the lives of Afghan citizens. Over the years UNDP support has spanned such milestone efforts as the adoption of the Constitution; Presidential, Parliamentary and Provincial Council elections; institutional development through capacity-building to the legislative, the judicial and executive arms of the state, and key ministries, Government agencies and commissions at the national and subnational levels. UNDP has played a key role in the management of the Law and Order Trust Fund, which supports the Government in developing and maintaining the national police force and in efforts to stabilize the internal security environment. Major demobilization, disarmament and rehabilitation and area-based livelihoods and reconstruction programmes have taken place nationwide. UNDP Programmes in Afghanistan have benefited from the very active support of donors. UNDP Afghanistan is committed to the highest standards of transparency and accountability and works in close coordination with the United Nations Assistance Mission in Afghanistan and the UN system as a whole to maximize the impact of its development efforts on the ground.

Organizational context

Law and Order Trust Fund for Afghanistan (LOTFA)

LOTFA is a Trust Fund of the United Nations Development Programme (UNDP) originally established in 2002. In December 2014, newly elected H.E. President Ashraf Ghani instructed UNDP to transform LOTFA to accelerate and make effective a transition of the payroll functions to the Government of the Islamic Republic of Afghanistan (GIROA) and to develop national capacity for its efficient and accountable management.

A new project document was signed by the Government on 30 June 2015. The new LOTFA consists of two Projects. One Project, the Support to Payroll Management Project (SPM), provides exclusively for full MOIA payroll management by December 2016. The second LOTFA Project, MOIA and Police Development Project, is centred on developing national capacity for self-sustained reform and improvement of the MOIA as an institution, and the police services as instruments for citizen safety and maintenance of the rule of law. The two new Projects were jointly developed by GIROA, MOIA, UNDP, donors and other partners.

MOIA and Police Development (MPD) Project

The MOIA and Police Development Project is divided into two components. The Institutional Development component is intended to help the MOIA develop the capacity to conceptualize, lead and manage reform, while at the same time improving administrative and support services’ performance and accountability, which are critical for police functioning and safety. The Police Professionalism Component seeks to support MOIA in strengthening its foundations and training infrastructure for police professionalization, while ?at the same time supporting immediate police service delivery and outreach activities to strengthen police and community engagement. This is turn will contribute to increased trust.

Institutional Development Component

Institutional development interventions are based on lessons learned from institutional development assessments and three strategies developed by MOIA with support from LOTFA in the first half of 2015: a comprehensive MOIA capacity development strategy, and a mutually reinforcing monitoring and evaluation (M&E) and Partnership strategy for the MOIA. These three overarching strategies form the core of the interventions to be implemented under the new institutional development component, together with a change management unit, yet to be established by the MOIA.

The new Project emphasizes the following areas of management relevant to reform and institutional development: Change management; Capacity development to improve functional performance; Strategic-level monitoring and evaluation; Performance management; Aid coordination.

In addition, the following cross-cutting service areas have been identified and agreed by MOIA with international partners:

Comprehensive review and development, as needed, of human resources policies;
Optimization of existing ICT assets and scoping for Enterprise Resource Planning (ERP);
MOIA Gender Strategy implementation support;
Support to programme budgeting use;
Improvement of internal audit functions;
Improvement of the MOIA follow-up of complaints, especially those related to women police personnel and gender complaints in policing.

Jointly these interventions will lead to achievement of the following outputs:

Output 1 - MOIA capacity to lead and manage reform, develop institutional capacity and to continuously improve functional performance is strengthened enabling implementation of the 10-year Vision and MOIA 5-year Strategy;
Output 2 - MOIA capacities and performance of key administrative and police support services are increased enabling improvement in police services and safety for police officers;
Output 3 - Internal control and accountability mechanisms for administration and finance are improved enabling transparency and accountability in the MOIA.

Capacity development is central to UNDPs work and is at the core of its mandate. UNDP defines capacity development as the process through which individuals, organizations and societies obtain, strengthen and maintain the capabilities to set and achieve their own development objectives over time. It is the ‘how’ of making development work better. Thus, capacity development is integral to UNDPs approach, and underlying its support to national institutions. UNDP supports capacity development particularly at the institutional level because institutions are at the heart of human development, and when they are able to perform better, sustain that performance over time, and manage ‘shocks' to the system, they can contribute more meaningfully to the achievement of national human development goals.

Background on Complaints Mechanism in the Annual Work Plan

The desired results stated in the Annual Work Plan (AWP) of the Institutional Development Component of the Project with relevance to these Terms of Reference are as follows:

Activity results 3.2: Internal complaints mechanisms and processes of the MOIA are harmonized and complaints are handled in compliance with policies and procedures, at national and sub-national level. Indicative activities in the AWP for Activity Result 3.2: 1. Support development and codification of policies and procedures to receive, classify, record, refer, resolve and follow up complaints and their submission to ministerial authorities for action.

Support capacity development for complaints analysts.

Activity result 3.3 Specialized staff including women are in place and trained to address complaints from women ANP/GDPDC through the Gender Directorate Help Line and female-related complaints from 119 Call Centers. Indicative activities in the AWP for Activity Result 3.3: 1. Support the OIG, together with the Gender Directorate, to develop job descriptions and qualifications for female personnel in the analysis, processing and resolution of complaints; 2. Support the MOIA to train new female personnel in the Office of the Inspector General for analysis and processing of complaints related to female police officers or female-related complaints from 119 Call Centers.

Duties and Responsibilities

Scope of Work and Deliverables

Objective of the Assignment

The overall objectives of this consultancy are to enable internal complaints mechanisms and processes of the MOIA to be harmonized and for complaints to be handled in compliance with policies and procedures, at national and sub-national level; and for specialized staff including women to be in place and trained to address complaints from women Afghan National Police through the Gender Directorate Help Line and women-related complaints from 119 Call Centers and other sources.

The specific objectives and scope of work are as follows:

Conduct a detailed analysis of existing categories and sub-categories for recording complaints and prepare a proposal of new categories and sub-categories, with definitions, responsibilities and modalities for categorizing, recording and onward processing;
Draft Terms of Reference for a short-term legal expert on complaints mechanism;
Prepare a mapping, description and analysis of MOIA process redundancies in the handling of complaints, with recommendations for improving process efficiency and accountability;
Enable discussion and build consensus for adoption of revised complaints categories and modalities for categorizing, recording and onward processing; and enable discussion on process redundancies and proposed improvements;
Develop and codify into Standard Operating Procedures (business processes) procedures to receive, classify, record, refer, resolve and follow up complaints, including their submission to ministerial authorities for action and recommend possible digitization for the SOPs (business processes);
Develop training materials for capacity development for complaints analysts and assist the MOIA to implement training for complaints analysts;
Develop and draft policy on the Complaints Process and Mechanisms, including reference to complaints from women police and complaints related to policing affecting women and children;
Working with the OIG and Gender Directorate, develop job descriptions and qualifications for women personnel in the analysis, processing and resolution of complaints;
Advise and assist the MOIA to identify, assign and train specialized staff including women to address and facilitate the resolution of complaints from women ANP and complaints related to policing affecting women, coming from the Gender Directorate Help Line, women-related complaints from 119 Call Centers and other sources;
Develop training materials and advise and assist the MOIA to train new women personnel in the Office of the Inspector General for analysis, resolution and processing of complaints related to women police officers or women-related complaints;
Assess opportunities for developing mobile software applications for submitting complaints including developing Terms of Reference to procure services of an individual or firm to develop/adapt, pilot and rollout relevant software / tools;
Coordinate with all international partners relevant to the Scope of Work, under the guidance of the Chief Technical Advisor;
Endeavor to build capacity in the MOIA throughout the consultancy and in every initiative covered under the Scope of Work.

Expected Outputs and Deliverables Estimated Duration to Complete Payment percentage:

Deliverable 1 - Inception Report, including a detailed work plan and schedule for the entire consultancy 5 working days 5%;
Deliverable 2 - Report with detailed analysis of existing categories and sub-categories for recording complaints and proposal of new categories and sub-categories, with definitions, responsibilities and modalities for categorizing, recording and onward processing; recommend possible digitization; and TOR for legal expert on complaints mechanism. Report should also include opportunities / scope for developing mobile software applications to register complaints including the development of TORs to procure such services 20 working days 15%;
Deliverable 3 - Report with mapping, description and analysis of MOIA process redundancies in the handling of complaints, including national and sub-national levels, with recommendations for improving process efficiency and accountability 20 working days 15%;
Deliverable 4 - Report on discussion and building consensus, including through round-table sessions and/or workshops for adoption of revised complaints categories and modalities for categorizing, recording and onward processing; and enable discussion on process redundancies and proposed improvements, including participation from sub-national levels 5 working days 5%;
Deliverable 5 - Report on development and codification into Standard Operating Procedures (business processes) procedures to receive, classify, record, refer and follow up complaints, including their submission to ministerial authorities for action and recommendations for possible digitization for the SOPs (business processes); 30 working days 20%;
Deliverable 6 - Report with training materials for capacity development for complaints analysts and report on assistance provided to the MOIA to implement training for complaints analysts; 10 working days 8%;
Deliverable 7 - Report on development and draft policy on the Complaints Process and Mechanisms, including reference to complaints from women police and complaints related to policing affecting women and children; 10 working days; 8%;
Deliverable 8 - Report with job descriptions and qualifications for women personnel in the analysis and processing of complaints 5 working days 5%;
Deliverable 9 - Report on advice and assistance provided to the MOIA to identify, assign and train specialized staff including women to address complaints from women ANP and complaints related to policing affecting women, coming from the Gender Directorate Help Line, women-related complaints from 119 Call Centers and other sources 10 working days 8%;
Deliverable 10 - Submission and acceptance of Final Report in electronic version and four (4) hard copies including a summary of work done and products developed for the complaints mechanism, with specific reference to women-related complaints and participation of women in the complaints processing, and recommendations for future work 5 working days 11%.

Payment Modality

Payments under the contract shall be delivery based and be made on receipt of the specific milestone reports indicated above, and including a timesheet according to UNDP procurement formats for individual contractors. These shall be as indicated in the table above, and shall be made upon approval by the relevant LOTFA managers. The draft of the assessment and recommendations will be reviewed by both the MOIA concerned departments and UNDP LOTFA Management. Upon receipt of final comments, the consultant shall finalize the report for formal acceptance by UNDP at which point the final payment shall be released.

Price Proposal and Schedule of Payments

The contractor shall submit a price proposal as below:

Daily Fee – The contractor shall propose a daily fee which should be inclusive of his professional fee, local communication cost and insurance (inclusive of medical evacuation). The number of working days for which the daily fee shall be payable under the contract is 120 working days;
Living Allowance, LA – The contractor shall propose a DSA at the Kabul applicable rate of USD 181 per day for his/her stay at the duty station. The number of night for which the LA shall be payable under the contract is 167 nights. The contractor is NOT allowed to stay in a place of his choice other than the UNDSS approved places. UNDP will provide MORSS compliant accommodation in Green Village (GV) to the contractor. The payment of GV accommodation shall be made directly to GV by the contractor;
Travel & Visa – The contractor shall propose an estimated lumpsum for home-Kabul-home travel and Afghanistan visa expenses;
The contractor shall be entitled for R&R - 7 calendar days (USD 2,170) for every six weeks during the course of the assignment. After the last R&R, the contract should mandatorily stay in country for minimum of 30 calendar days.

The total professional fee, shall be converted into a lump-sum contract and payments under the contract shall be made on submission and acceptance of deliverables under the contract in accordance with the schedule of payment linked with deliverables.

Competencies

Corporate Competencies:

Demonstrates integrity by modeling the UN’s values and ethical standards;
Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability;
Treats all people fairly without favoritism.

Functional Competencies:

Knowledge Management and Learning:

In-depth practical knowledge of inter-disciplinary development issues;
Seeks and applies knowledge, information, and best practices from within and outside of UNDP.

Development and Operational Effectiveness:

Ability to lead strategic planning, change processes, results-based management and reporting;
Ability to lead formulation, oversight of implementation, monitoring and evaluation of development projects;
Ability to apply development theory to the specific country context to identify creative, practical approaches to overcome challenging situations

Management and Leadership:

Builds strong relationships with clients, focuses on impact and result for the client and responds positively to feedback
Consistently approaches work with energy and a positive, constructive attitude;
Demonstrates openness to change and ability to manage complexities;
Ability to lead effectively, mentoring as well as conflict resolution skills;
Demonstrates strong oral and written communication skills;
Remains calm, in control and good humored even under pressure;
Proven networking, team-building, organizational and communication skills.

Required Skills and Experience

Education:

Masters degree in public administration or social sciences with specialty in administrative processes involving accountability or complaints, or other relevant field from an accredited college or university.

Experience:

At least 7 years of professional experience in relevant administrative processes, including at least 5 years in public sector institutions;
Previous experience working with Ministries of Interior or police services is a distinct advantage;
Past experience working in conflict affected countries desirable;
Prior work experience in Afghanistan is an advantage.

Language:

Excellent written and oral English skills;
Competence in Dari and/or Pashtu is an asset.

Work Arrangements

Institutional Arrangements

The international consultant will work under the overall supervision of the LOTFA Project Manager and under direct supervision of the Chief Technical Advisor of the LOTFA Institutional Development Component and in close coordination with the Chief Technical Advisor of the Police Professionalisation Component for those activities related to receipt of complaints from 119 Call Centers. The consultant shall work in close collaboration with LOTFA staff of the MPD project and will liaise with relevant ministerial authorities as and when required.

LOTFA project office will provide office space and internet facility, logistical and other support service including transport and security applicable to UNDP international personnel. The consultant however is expected to bring his/her own laptop and mobile phone and meet local communications costs (LOTFA will provide a local pre-paid SIM card). Costs to arrange meetings, workshops, travel costs to and DSA during field visits (if any), etc shall be covered by LOTFA project.

Duration of the Work

The performance under the contract shall take place over total contract duration of 120 working days over 24 weeks, excluding joining and repatriation travel days. The target date for the start of work will be around 01 March 2016 depending on the availability of the appropriate consultant.

Duty Station

The duty station for the contractor is Kabul, Afghanistan for the entire duration of the contract. Some field visits outside Kabul are envisaged under the contract. The Contractor will be required to report regularly and be present at LOTFA project office (MOIA and/or UNOCA) during the working hours, security conditions permitting. The contractor will follow the working hours and weekends as applicable to LOTFA staff. Contractor’s movement for meetings and consultations shall be coordinated by LOTFA project office. The contractor is at all times required to observe UNDP security rules and regulations.

Evaluation Method and Criteria

Individual consultants will be evaluated based on the following methodology:

Cumulative analysis

The award of the contract shall be made to the individual consultant whose offer has been evaluated and determined as:

Responsive/compliant/acceptable; and
Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation.
Technical Criteria weight 70%;
Financial Criteria weight 30%.

Only candidates obtaining a minimum of 49 points (70% of the total technical points) would be considered for the Financial Evaluation.

Technical Criteria 70 points

Technical Proposal (30 marks)

Technical Approach & Methodology (20 marks) – This explain the understanding of the objectives of the assignment, approach to the services, methodology for carrying out the activities and obtaining the expected output, and the degree of detail of such output. The Applicant should also explain the methodologies proposed to adopt and highlight the compatibility of those methodologies with the proposed approach.

Work Plan (10 marks) – The Applicant should propose the main activities of the assignment, their content and duration, phasing and interrelations, milestones (including interim approvals by the Client), and delivery dates. The proposed work plan should be consistent with the technical approach and methodology, showing understanding of the TOR and ability to translate them into a feasible working plan.

Qualification and Experience (40 marks) [evaluation of CV]

General Qualification (10 marks);
Experience relevant to the assignment (25 marks);
Experience of working for projects funded by UNDP (5 marks).

Documents to be included when submitting the proposals

Interested individual consultants must submit the following documents/information to demonstrate their qualifications in one single PDF document.

Duly accomplished Confirmation of Interest and Submission of Financial Proposal Template using the template provided by UNDP (Annex II);

Personal CV or P11, indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references.

Technical proposal:

Brief description of why the individual considers him/herself as the most suitable for the assignment;
A methodology, on how they will approach and complete the assignment.