Complaints Handling Consultant
Afghanistan's Measure for Accountability and Transparency (AMANAT)
Kabul, Afghanistan
Company Profile:
MSI, a Tetra Tech Company, is a Washington, D.C. metro area international development firm with a 35-year history of delivering development results across the world. Our core expertise is in the fields of monitoring and evaluation (M&E), institutional development, public sector management, peace and stability, governance and anti-corruption. MSI has implemented projects in 90 countries around the world such as Jordan, Kenya, Indonesia, Syria, Pakistan, Afghanistan, Ukraine, Colombia and Mexico. As one of the leading companies in our field, MSI has partnered with organizations across all sectors of international development to support clients ranging from large bilateral and multilateral donors such as USAID, the World Bank and the United Nations Development Program to national and local governments, nongovernmental organizations (NGOs), think tanks, foundations and universities. For more information on MSI, please visit our website at www.msiworldwide.com.
Project Summary:
“Afghanistan's Measure for Accountability and Transparency” project (AMANAT) is a USAID activity focused on supporting Afghan government and non-government institutions reduce and prevent corruption in the delivery of public services. The project will work closely with local counterpart agencies to identify public services that are particularly vulnerable to corruption, develop mitigation strategies, implement those initiatives, and monitor their impact. Examples of AMANAT's reforms will include administrative streamlining, improved internal controls, e-governance applications, more open data, and establishing ethics units in government agencies. The project will also promote better communication of these reforms to generate more public trust in government. In addition, civil society, business and the media will play major roles in AMANAT by conducting robust monitoring and oversight of these institutional reforms and their impacts.
Position Summary:
Under direct supervision of the Anti-Corruption Advisor (ACA), the Complaints Handling Consultant will be responsible for providing technical support to AMANAT's Public Sector Team on complaints handling systems. The main task will be to produce an options paper on complaints handling in the public health sector and to adapt the material and produce an options paper on complaints handling for the education sector. The STTA will be home based and will consult with key stakeholders by phone or Skype as needed. The consultancy period will run from May 1, 2020 to September 30, 2020 with a LOE of 60 days.
Responsibilities:
- Carry out a desk review of the available reports, legislation, policies and statistics.
- Review the existing mapping report and draft options paper on public health complaints handling.
- Design a report outline and a questionnaire for collecting data for each options paper.
- Conduct remote interviews and meetings with key stakeholders in the relevant sectors.
- Revise and finalize the existing draft options paper for the public health sector, taking into consideration feedback and comments from AMANAT, the Ministry of Public Health (MoPH) and key stakeholders.
- Develop a Concept of Operations paper for the MoPH, based on the preferred option.
- Draft a new options paper for the education sector, revise and finalize it, taking into consideration feedback and comments from AMANAT, the Ministry of Education (MoE) and key stakeholders.
- Develop a concise, step by step action plan for the MoPH and MoE to follow up on the options paper, based on their preferred option.
- Draft a new options paper for the refugees and repatriation sector, revise and finalize it, taking into consideration feedback and comments from AMANAT, the Ministry of Refugees and Repatriation (MoRR) and key stakeholders.
- Develop a concise, step by step action plan for the MoRR to follow up on the options paper, based on their preferred option.
- Provide technical advice to government entities in the implementation of complaints handling systems, as needed.
- Other related tasks, as needed to support this assignment.
Qualifications:
- PhD or master's degree in law, political science, management or a related field required.
- At least five years of experience setting up and/or advising government on complaints handling systems.
- At least ten years of experience in support of practical governance system improvements and senior expertise on governance and public service delivery.
- Expert knowledge of complaints handling systems.
- Strong communications skills including facilitating dialogue and writing, with publications track record.
- Previous experience working with an international organization.
- Fluency in English.
Only candidates who have been selected for an interview will be contacted. No phone calls, please.
MSI is an EEO/AA/ADA Veterans Employer.
To apply: Please visit our website, www.msiworldwide.com
PI119905108