Develop Standard Grievance Mechanism tools

REPUBLIC OF ZAMBIA MINISTRY OF LOCAL GOVERNMENT AND RURAL DEVELOPMENT REPUBLIC OF ZAMBIA MINISTRY OF LOCAL GOVERNMENT AND RURAL DEVELOPMENT ZAMBIA DEVOLUTION SUPPORT PROGRAMME (ZDSP) REQUEST FOR EXPRESSIONS OF INTEREST INDIVIDUAL CONSULTANT

Assignment Title: Individual Consultant to Develop Grievance Redress Mechanism (GRM) Standard Operating Procedures and Tools for Local Authorities

Project: Zambia Devolution Support Programme (ZDSP)

Assignment Duration: Eight (8) weeks

Reference No.: ZM-MLGRD-567788-CS-INDV

1. Background

The Government of the Republic of Zambia, through the Ministry of Local Government and Rural Development, is implementing the Zambia Devolution Support Programme (ZDSP) with support from the World Bank. The Programme seeks to strengthen local governance systems, support the decentralisation agenda and enhance service delivery at the local authority level. Effective grievance management is an important element of accountable, transparent and citizen-responsive governance. Local Authorities are required to have functional mechanisms through which citizens, communities, project beneficiaries and other stakeholders can raise concerns, complaints, suggestions and feedback relating to service delivery, project implementation, environmental and social impacts and other governance matters. Under the ZDSP, there is a need to establish a standardized and practical approach to grievance management across participating Local Authorities. The assignment will therefore support the development of Grievance Redress Mechanism (GRM) Standard Operating Procedures and practical tools that can be adopted and applied by Local Authorities. The Ministry of Local Government and Rural Development now invites eligible individual consultants to indicate their interest in providing the services described below.

2. Objective of the Assignment

The main objective of the assignment is to develop Grievance Redress Mechanism (GRM) Standard Operating Procedures (SOPs) and supporting tools to guide Local Authorities in receiving, recording, assessing, investigating, resolving, monitoring and reporting grievances in a timely, transparent, accessible and accountable manner.

The specific objectives are to:

Review existing grievance management practices and systems within Local Authorities; Develop GRM Standard Operating Procedures applicable across Local Authorities; Establish clear grievance handling workflows, roles, responsibilities and escalation pathways; Develop standardized GRM templates, forms, registers and reporting tools; Ensure integration of relevant Environmental and Social requirements, including appropriate referral protocols for Sexual Exploitation and Abuse/Sexual Harassment (SEA/SH); Strengthen accountability, transparency, inclusiveness and citizen participation; and Provide practical guidance for monitoring, reporting and continuous improvement of grievance management systems.

3. Scope of Services

The selected Individual Consultant will be required to undertake, among others, the following tasks: A. Review and Assessment

The Consultant will:

Review relevant national legislation, policies, regulations and guidelines relating to grievance management, public participation, local governance and related matters; Review relevant ZDSP implementation frameworks and applicable World Bank Environmental and Social Framework requirements; Assess existing grievance handling systems and practices within selected Local Authorities; Identify strengths, gaps, challenges and opportunities for improving existing grievance management systems; and Prepare an assessment report presenting the findings and recommendations.

B. Development of GRM Standard Operating Procedures The Consultant will develop comprehensive GRM SOPs covering, among other areas: Purpose, scope and guiding principles of the GRM; Institutional arrangements and governance structures; Roles and responsibilities of relevant actors at different levels; Grievance intake and registration; Classification and screening of grievances; Investigation and assessment; Resolution and response mechanisms; Communication and feedback to complainants; Case closure; Appeals and escalation procedures; Referral pathways for specialized and sensitive cases; Confidentiality and appropriate data protection measures; Accessibility for vulnerable groups and persons with disabilities; Survivor-centred referral arrangements for SEA/SH-related cases; Documentation and record management; Monitoring, evaluation and reporting; and Continuous improvement of GRM performance.

C. Development of Standardized GRM Tools The Consultant shall develop practical, user-friendly and standardized GRM tools, including but not limited to: Grievance Submission Form; Complaint Intake Form; Grievance Register; Case Investigation Form; Referral Form; Grievance Resolution Form; Appeal Form; Case Closure Form; Monthly GRM Reporting Template; Quarterly GRM Reporting Template; Grievance Tracking Dashboard Template; Standard GRM Process Flow Charts; Grievance Logbooks; and Appropriate electronic/database templates for grievance tracking and reporting.

D. Stakeholder Consultations and Validation The Consultant will undertake consultations with relevant stakeholders, including representatives of the Ministry, ZDSP Programme Management Unit, Local Authorities and other relevant stakeholders, as appropriate. The Consultant will facilitate a validation process/workshop to present the draft GRM SOPs and tools, obtain stakeholder feedback and incorporate agreed comments and recommendations into the final deliverables.

4. Expected Deliverables

The Consultant will be expected to produce the following deliverables: No. Deliverable Indicative Timeline

1 Inception Report, including methodology, work plan and assignment schedule Week 1

2 Assessment Report, including findings from the review of existing GRM systems and stakeholder consultations Weeks 2–3

3 Draft GRM SOPs and Standardized GRM Tools We