UNDP Jobs - 79834- Mystery Client Surveys Consultant (Line 1150)

Mystery Client Surveys Consultant (Line 1150)

Location :

Harare, ZIMBABWE

Type of Contract :

Individual Contract

Starting Date :

30-Jul-2018

Application Deadline :

19-Jul-18 (Midnight New York, USA)

Post Level :

National Consultant

Duration of Initial Contract :

20 days

Languages Required :

English

Expected Duration of Assignment :

20 days

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

National Sex Work Programme was established in 2009 by CeSHHAR with the National AIDS Council (NAC), the Ministry of Health and Child Care (MoHCC) and community stakeholders. There are two models for delivering a comprehensive programme firmly rooted within a public health and empowerment framework: one using fixed sites based in Ministry of Health clinics and the other providing outreach services, also through MoHCC clinics. The ‘Sisters with a Voice’ programme has grown from one fixed and four outreach clinics in 2009 to a country wide programme serving 36 sites nationally.

The Programme aims to foster an empowered and resilient sex work community fully engaged in HIV prevention and care cascades, by bringing to scale evidence-based, sex worker-led interventions to maximize demand for, supply of and retention within HIV prevention and care services for male, female and trans sex workers in Zimbabwe. We aim to use programmatic and research data both to optimise and expand service delivery for sex workers nationally; to work with government services to reduce the barriers to care among sex workers within the public sector; and to develop and pilot innovations that will increase sex worker engagement with care using a rights based approach.

The quality of services provided ultimately affects the outcomes of the National Sex Work Programme. Activities and services that are of poor quality or are not delivered according to minimum standards will have suboptimal results even if they do have high coverage. Monitoring the quality of SW Programme’s static and outreach clinic services will ensure the delivery of the best possible care.

Job Summary

The National Sex Work Programme wishes to utilise mystery client surveys (MCS) as a tool to routinely monitor quality of care provided and to assess different aspects of service provision. This will include the development of tools and training of mystery clients followed by supervision of and reporting on mystery clients’ field work and findings.

Location

Consultancy will be based in Harare and mystery clients will work across all provinces in Zimbabwe
Duration: 20 Days

Duties and Responsibilities

Objectives

Develop a plan for using MCS to assess quality of care within the National Sex Work Programme;
Develop and test tools to be used within the MCS;
Train mystery clients to undertake surveys at site level;
Supervise and report on mystery client visits for 3 quarters of the year.

Description of Work

The consultant in this assignment is expected to carry out the following tasks:

Develop a plan of work for designing and testing tools and training mystery clients for MCS that will assess quality of care and identify areas for improvement with the Programme;
Design and test mystery client survey tools that are suitable for the information to be collected and short enough for ease of use by lay people;
Develop a mystery client visit protocol including instructions to be followed before, during and after each visit;
Train mystery clients and equip them with skills to conduct the surveys including personality traits and scenarios to simulate; and in use of the tools and how to rate different aspects of service delivery;
Report on the process and make recommendations for the field work.
Supervise the field work and report on findings.

Deliverables

An inception report (provide details on the methods to be used and the work plan);
Finalised tools and feedback on the testing/piloting process;
MCS Training report;
Quarterly reports on the mystery client surveys and key findings of the surveys;
A final consultancy report including recommendations for continued use of MCS as a monitoring tool for the National Sex Work Programme.

Competencies

Excellent organisational and administrative skills;
Excellent analytical and strong communication skills both written and spoken;
Ability to use innovative approaches;
Sound knowledge of GFATM or HIV procedures etc.
Familiarity with the linking Client satisfaction surveys to existing KP Led movements as a systematic channel for feedback to NGO service providers and CBO is an added advantage;
Ability to work in a team.

Required Skills and Experience

Education:

An advanced qualification (Masters Degree) in epidemiology, operational research or other related fields.

Experience:

At least 5 years work experience conducting impact evaluations or client satisfaction surveys in the areas of sexual and reproductive health and HIV and AIDS with a specific focus on key populations and marginalised groups;
Relevant background in the field and practical experience in involving affected communities in research in an empowering manner to the communities preferably in Zimbabwe or any other African country;
Strong qualitative research experience in HIV related programmes and review;
Knowledge of the law and policy making process in Zimbabwe;
Demonstrated experience in designing and conducting similar studies;
Experience working with NGOs and community-based organizations and vulnerable and key populations;
Track record of meeting deadlines.

Language:

Fluency in written and spoken English.

How To Apply

To apply, interested consultants should submit online a detailed proposal, work plan (3 pages max), accompanied by a detailed CV.