TERMS OF REFERENCE FOR A CONSULTANT TO DRAFT A FEEDBACK AND COMPLAINTS HANDLING MECHANISM POLICY
Consultancy, Research Jobs
- Zimbabwe Women Lawyers Associ…
- Expires 28 Sep 2023
- Harare
- Full Time
Job Description
Zimbabwe Women Lawyers Association (ZWLA) is an association of women lawyers that was established in 1992 by a group of women who were all lawyers in either private practice, government service or the academia and non-governmental sector. This association was formally launched in October 1995 and the association was registered as a trust in December 1995, according to the laws of Zimbabwe. ZWLA’s vision is Justice and Equality for all.
ZWLA is a charitable organization that enables women and children to assert their rights by providing them with access to the relevant legal resources. The Association promotes women’s and children’s rights. ZWLA provides legal aid to and children who face different forms of gender-based violence. Focus is also on advocacy for law and policy reform and legal education.
BACKGROUND TO ASSIGNMENT
ZWLA has various documents that speak to feedback and complaints handling but these are not consolidated into one document. For example, the Code of Conduct that deals mainly with how staff members should conduct themselves at work. The Complaints that it refers to are mainly complaints among staff members, whereas the Safeguarding policy speaks to identifying and minimizing the risk of harm to vulnerable, exploitation or abuse of women children and (vulnerable) adults such as disabled people, from staff, representatives, partners operations and program activities. It includes reporting and safeguarding concerns about vulnerable women and children within communities where ZWLA work to the appropriate authorities. ZWLA also has feedback forms that clients fill in to give their feedback. Despite all the aforementioned documents, there is an urgent need to have a FEEDBACK AND COMPLAINTS HANDLING POLICY, that will consolidate and expand what ZWLA has and draw clear lines that communities where ZWLA works and other beneficiaries are able to communicate their feedback or complaints in a manner that is easy and user-friendly for them. This will help identify and address issues of abuse that may occur.
Duties and Responsibilities
PURPOSE OF THE ASSIGNMENT
The purpose of the policy is to ensure that ZWLA is able to manage complaints and feedback in a fair, consistent, professional and timely manner. The policy will thus improve how ZWLA handles feedback and complaints. It will make ZWLA take account, be held to account and to give account. It is part of Core Humanitarian Standards and will enable communities/ beneficiaries to communicate their level of satisfaction with the quality and effectiveness of the services offered by ZWLA.
SPECIFIC OBJECTIVE
To draft a Feedback and Complaints Handling Mechanism Policy and present same to staff members.
Qualifications and Experience
CONSULTANT(S)
The consultant should have the following skills:
1. Qualifications and experience
a) Advanced university degree (Master’s degree or equivalent) in law, social sciences and development studies or other related field.
b) Minimum of 3 years of experience in Consultancy (includes policy drafting)
c) Background experience in NGO work
d) Experience in organizational and change management;
e) Excellent communication and facilitation skills
f) Highly motivated and committed to ZWLA values of professionalism, accountability, credibility, integrity and teamwork
How to Apply
HOW TO BID
Please submit an expression of interest and budget (not more than two pages excluding CV), indicating:
• Consultant’s understanding of the work to be done
• Clearly outline the proposed methodology to be used
• Work plan
• Consultant’s fee rate.
• Consultant(s) profile, capacity and CV that spells out qualifications and experience in relation to this assignment and includes traceable references.
TIMEFRAME
The Consultant will be engaged for a total of 3 working days.
REPORTING
The consultant will report to the Regional Coordinator and the Director
Communication should be emailed to recruitment@zwla.co.zw no later than 28 September 2023.
