Job Description
About
Welthungerhilfe is one of the largest German non-governmental organisations in development co- operation and emergency relief. Primarily in co-operation with local partner organisations, our task is to contribute to the improvement in nutritional and income base for the low-income populations in Africa, Asia and Latin America. Welthungerhilfe has been implementing projects in Zimbabwe since 1980. Sector focus is on Water Sanitation and Hygiene, Food and Nutrition Security, Livelihoods and when necessary, Emergency Response.
Position summary:
Welthungerhilfe is seeking for an CSSD Consultant for the WASH Project (1179); Please kindly refer to the terms of reference for more information on this advert;
Terms of Reference for the Engagement of a CSSD consultant (ZWE1179)
The current 2nd Financing agreement between WHH and GIZ (ZWE1179) with a goal to reduce the morbidity and mortality rates by contributing to the prevention and control of WASH related diseases through supporting the improvement of Urban WASH services in 4 High-Density locations of Harare and Bulawayo requires a consultant to attain this goal. The consultant is expected to train and support the setup of necessary platforms for Customer Care (CC) and Citizen/Community Support to Service Delivery (CSSD) and other Community Engagement (CE) approaches for 4 high density locations of Harare and Bulawayo. The consultant must first conduct both a baseline at the beginning of project implementation as well as endline survey at project end for both Harare and Bulawayo targeted locations. The bulk of the consultancy service must capacitate the respective staff members of the targeted locations in the 2 cities in resetting their powers, roles and responsibilities as enshrined in the Urban Councils Act and various other statutes like the Public Health Act, the Water Act, the EMA Act, etc. The capacitation in Community Support to Service Delivery (CSSD) should include capacitation of residents of respective target locations of Harare and Bulawayo. The objective of the consultancy should aim to break the “vicious cycle of poor WASH services”. The consultant must thus have extensive experience in implementing the CSSD, CC and other CE approaches and must state areas where they have successfully implemented these approaches.
Duties and Responsibilities
The detailed responsibilities under the instruction of WHH are:
a. To carry out baseline and endline survey on Customer Care and Citizen/Community Support to Service Delivery (CSSD) in Warren Park/Kambuzuma, Dzivarasekwa, Magwegwe and Pumula to determine WASH service delivery levels.
b. Basing on the findings and outcomes of the previous project activities, identify what needs to be changed to provide sustainable cost-effective options for improving service delivery in areas.
c. Design Customer Care Training Services targeting the operational staff of CoH and BCC. These trainings to be informed by the baseline survey results and findings.
d. Design and Carry out a 3 day Citizen/Community Support to Service Delivery training for Warren Park/Kambuzuma, Dzivarasekwa, Magwegwe and Pumula. These trainings to be informed by the baseline survey results and findings.
e. For each district the consultant is expected to have a 3 day training activity with all WASH operatives staff, those that respond to sewer and water bursts, the sweepers and waste collection attendants orienting them on CSSD, their roles and responsibilities including Customer Care training
f. Support CC and CSSD activities in Warren Park/Kambuzuma, Dzivarasekwa, Magwegwe and Pumula including the production, launching and internalization of the Customer Care, Clients Charter as well as develop live community feedback mechanisms.
g. The consultant should bring together the respective LA districts and their community/residents representatives to deliberate and make service level agreements and draw indicators for the community score carding system
h. Through the Score carding system, the consultant should assist the DOs the targeted districts of Harare as well as the Community housing Officers for Bulawayo to work with the community representatives in the monitoring of WASH services and give feedback through the live community feedback mechanisms.
i. Develop sustainable strategies for the LAs for motivating sewer, water and refuse response teams as they strive to improve WASH service delivery.
B. Other Terms of References for conducting Baseline and Endline surveys
The Urban WASH Project seeks to build the resilience of the people in high density areas of Harare and Bulawayo. To help achieve this, baseline data is collected before the commencement of the project to assess and understand the prevailing WASH situation in the districts. The endline survey is then done at the end of the project to measure the impact the project had on the four districts. The terms of reference for the surveys are outlined herein.
Objective of the Baseline survey
The primary objective of the Baseline survey is to understand the status on:
Access to life-saving hygiene information on COVID-19.
Access to safe water of sufficient quality and quantity.
Sanitation environment.
Level of service delivery.
Customer Care and Citizen/Community Support to Service Delivery.
The community engagement processes done by City of Harare and Bulawayo City Council that leads to improvement in access to WASH service Delivery
Assess the available service delivery feedback mechanism currently in use in the 2 LA and find of improving them if need be
Objective of the Endline Survey
The Endline survey seeks to measure the impact the project made on the following:
Access to life-saving hygiene information on COVID-19.
Access to safe water of sufficient quality and quantity.
Sanitation environment.
Level of service delivery.
Customer Care and Citizen/Community Support to Service Delivery.
As well as assess:
Continued relevance of project in addressing WASH challenges in the four districts.
Effectiveness of the implementing strategies in addressing the WASH challenges in the two districts.
Scope of the Baseline and Endline Surveys
1. Development of study methodology, including sampling methodology to be approved by WHH
2. Consultant is expected to design a baseline survey questionnaire, based on the context of the project scope, and expected outcomes for approval by WHH.
3. The questionnaire is to be translated into the relevant vernacular language for the convenience of the respondents. Alternatively, the consultant can provide adequate training to enumerators who speak the relevant vernacular language.
4. Data is to be collected through semi-structured interviews to allow for comparison, and to gain new input and ideas based on people’s local and subjective perspectives.
5. Consultant to carry out pre-testing of the survey questionnaire and make adjustments where necessary in collaboration with WHH.
6. Enumerator recruitment, resourcing and renumeration will be directly done by Welthungerhilfe.
7. Consultant is expected to spearhead the training of enumerators to understand the questionnaire interpretation and administration.
8. Consultant is also expected to supervise the data collection process and ensuring quality of data collected, with WHH M&E department providing overall management of the data collection exercise.
9. Consultant will write the draft baseline/Endline survey report and share with WHH for input before producing final reports.
Deliverables for Baseline and Endline
I. Draft reports: for review by WHH team.
II. Final report(s): The consultant will submit final report (having addressed comments from WHH team).
Qualifications and Experience
Qualifications
1. Advanced level Social Sciences degree, Master’s in Development studies or Equivalent,
Experience
1. WASH Expert, with reputable experience in working with Local Authorities and Non-Governmental partners
2. Experience in facilitation of Community Engagement approaches like Community Support to Service Delivery (CSSD) and Customer Care (CC) is an added advantage
3. Individuals or companies with Curriculum Development and Training are also encouraged to apply
4. Experience in conducting baselines and endlines gives prospective bidders a competitive advantage
How to Apply
Interested candidates should email offers including both technical and financial proposal in a single document to recruitment.zimbabwe@welthungerhilfe.de by 21 November 2022.
Only shortlisted candidates will be contacted.
