Background

The Government of Albania’s (GoA) ambitious transformation of the way public administration delivers services to its citizens by placing them in the center, launched in 2014, with ADISA (Agency for the Delivery of Integrated Services in Albania) as its institutional champion, entails a path-breaking reform that reinvents the way public administration delivers services to its citizens. The on-going reform involves a fundamental shift from operating in a narrow or isolated departmental view within the government, to a more holistic citizen-centric approach, and is now in its consolidation phase.

With support by development partners in the design and implementation of the priority public services reform recognized as an essential component for its success, the project “Consolidation of Citizen Centric Public Service Delivery in Albania” (CSDA) builds on the results by its predecessor, the ISDA Support Project (Support for innovation against corruption: Building a citizen centric service delivery model in Albania).

The CSDA Project responds to GoA further assistance requests to assist in strengthening access to public services and the quality and efficiency in their delivery in Albania sustainably through citizen-centric innovation and utilization of information technology. It continues to support the progress of the public service delivery reform in Albania, with special reference to: i) expansion of impact in the territory, ii) monitoring of customer care standards’ implementation by public institutions, iii) institutional consolidation, and iv) service delivery innovation and digital agenda promotion.

The key intervention areas in which the CSDA Project is engaged include:

  1. Policy and oversight,
  2. ADISA sustainability support,
  3. Public service standards, and
  4. Innovation and digitalization.

Relying on a human right-based approach, the project aims to make a significant contribution to the gender equality agenda. It asserts the concept of the right to quality public services for all citizens, while ensuring special attention to women and vulnerable groups including the elderly, persons with disabilities, ethnic minorities – with specific reference to Roma and Egyptian, the economically disadvantaged, and the rural population in particular in remote locations.

Through its activities, CSDA is positioned to support the country’s EU integration and regional cooperation agendas, help further compliance with SDG goals and promote South-to-South cooperation, while ensuring synergy and complementarity with the activities of concurrent reform programs that impact service delivery activities, as well as partner assistance projects.

CSDA is a donor pool fund project with Austrian Development Cooperation (ADC) as key contributor together with UNDP. The project is implemented by the Government of Albania in partnership with UNDP, following UNDP’s national implementation modality. UNDP provides project and financial management support in accordance with UNDP’s regulations and rules for project management.

As part of its objectives, the project is focused on ensuring deployment of customer care public service delivery standards, with special attention on the vulnerable groups, and building capacity of public administration in this process. The training on customer care standards accessible for persons with disabilities falls in this category.

This complements the extensive training program in place by ADISA, which includes focus on customer-care standards, ethics and communications based on the principles of equality, transparency and accountability. A close collaboration is in place with the Albanian School of Public Administration (ASPA) to make these trainings available to all the public administration staff.

UNDP has signed a memorandum of cooperation with ASPA in November 2019.  

Duties and Responsibilities

The Expert is expected to accomplish the following tasks. These build upon the work already conducted to prepare outlines for both modules as well as the didactic material for the core content module:

  • Prepare the classroom setting curricula for the specific content training in line with given objectives, as well as for the training-to-be-trainer module;
  • Ensure that the training curricula prepared is in full abidance with ASPA guidelines, and is certified accordingly;
  • Prepare interactive presentations of both modules, inclusive of possible interventions / testimonies of a person/persons with disabilities, based on the requirements for virtual classroom training;
  • Deliver the ToT training with the two modules, and the four (4) training workshops based on the specific content module as co-trainer with ADISA ToT participant(s);
  • Conduct an assessment of level of knowledge gained during the training through an appropriate test at the end of each of the five (5) training workshops;
  • Prepare and distribute at the end of the five (5) workshops a satisfaction survey, and tabulate results;
  • Prepare one page summary reports for each of the training sessions, including gender and location disaggregated data on participation, test results and survey, as well as visual documentation;
  • Submit a final assignment report with lessons learned and recommendations for the future;
  • Assist ADISA with social media engagement during delivery of the assignment to support recognition of development partner assistance for the training;
  • Support organizing and attend a certificate-handing out ceremony at the conclusion of all training workshops.

Deliverables:

Reporting:

The Expert is expected to deliver succinct biweekly progress reports to the CSDA Project Manager at UNDP and ADISA on activities conducted and planned indicating achievements versus agreed targets, as well as challenges and their mitigation.

Competencies

Core Values

  • Integrity - Demonstrate consistency in upholding and promoting the values of UN in actions and decisions, in line with the UN Code of Conduct.
  • Professionalism - Demonstrate professional competence and expert knowledge of the pertinent substantive areas of work.

Functional competencies

  • Excellent communication and presentation skills;
  • Strong organizational ability;
  • Solid IT skills to manage virtual classroom training;
  • Ability to engage with different stakeholders from various hierarchic levels.

Required Skills and Experience

Education

  • Advanced degree in social sciences, law or related fields;
  • Certification as trainer would be desirable.

Work experience

  • At least seven (7) years of proven relevant professional experience in the disability field / related to working directly on issues of persons with disabilities;
  • Proven experience in similar assignments with development of training curricula/manuals and delivery of training, including training of trainers;
  • In depth knowledge about customer-care public service delivery for person with disabilities;
  • Experience with virtual classroom training is required;
  • Experience with ASPA training certification is desirable.

Language requirement:

  • Fluency in spoken and written Albanian and English languages.

Application Procedure 

Interested applicants are advised to carefully study all sections of this ToRs and ensure that they meet the general requirements as well as specific qualifications described. Incomplete applications will not be considered. Please make sure you have provided all requested materials. 

The application should contain: 

  • Cover letter explaining why you are the most suitable candidate for the advertised position. Please paste the letter into the "Resume and Motivation" section of the electronic application. 
  • Letter to UNDP Confirming Interest and Availability-please fill in the attached form. Download Here (kindly use Firefox browser)
  • Filled P11 form including past experience in similar projects and contact details of referees, please upload the P11 instead of your CV. Download Here (kindly use Firefox browser)
  • Financial Proposal in ALL*- specifying a total lump sum in Albanian Lek for the tasks specified in this announcement. The attached template may be used - Download Here (kindy use Firefox browser) Please note that the financial proposal is all-inclusive and shall take into account various expenses incurred by the consultant during the contract period (e.g. fee and any other relevant expenses related to the performance of services). 
  • Copy of Diplomas and copy of Passport. 
  • Technical proposal – specifying the methodology which the consultant will employ to conduct this assignment.

*Kindly note that Letter to UNDP Confirming Interest and Availability and Financial Proposal are two separate documents and should be both part of your application. 

How to Submit the Application: 

To submit your application online, please follow the steps below: 

  • Download and complete the UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs); 
  • Merge your UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs), Financial Proposal Letter to UNDP Confirming Interest and Availability and cover letter into a single file. The system does not allow for more than one attachment to be uploaded; 
  • Click on the Job Title (job vacancy announcement); 
  • Click “Apply Now” button, fill in necessary information on the first page, and then click “Submit Application;” 
  • Upload your application/single file as indicated above with the merged documents (underlined above); 
  • You will receive an automatic response to your email confirming receipt of your application by the system. 

Due to large number of applications we receive, we are able to inform only the successful candidates about the outcome or status of the selection process. 

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.