Consulting, Beschwerdemechanismus (Dezentralisierung)

• Land Sambia
• Abgabetermin 02.09.2026
• Finanzierung Weltbankgruppe (IBRD)
• Referenznummer P178492; OP00463078
• Betreff Develop Standard Grievance Mechanism tools, Zambia Devolution Support Program

Weitere Details entnehmen Sie bitte dem nachfolgenden Originaltext:

 

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:

All deliverables shall be submitted in editable electronic formats, as appropriate, and shall be of a standard suitable for adoption and implementation by Local Authorities.

5. Duration of the Assignment

The assignment is expected to be completed within eight (8) weeks from the date of contract signing.

6. Reporting and Supervision

The Individual Consultant will report to the Director – Physical Planning, Ministry of Local Government and Rural Development, with technical support from the ZDSP Programme Management Unit, including the Programme Coordinator and Environmental and Social Safeguards Specialists.

7. Required Qualifications and Experience

The Individual Consultant should possess the following minimum qualifications and experience:

• An advanced university degree (Master's degree or equivalent) in Social Sciences, Public Administration, Law, Governance, Development Studies or another relevant discipline;
• At least seven (7) years of relevant professional experience in grievance management, social safeguards, governance, accountability systems, stakeholder engagement or related fields;
• Demonstrated experience in developing and/or operationalizing Grievance Redress Mechanisms and Standard Operating Procedures;
• Demonstrated experience in developing practical institutional procedures, forms, registers, reporting templates and related operational tools;
• Good knowledge and understanding of decentralisation and local government systems in Zambia;
• Demonstrated experience in stakeholder consultation and facilitation;
• Strong analytical, report-writing and communication skills;
• Knowledge and experience in applying the World Bank Environmental and Social Framework (ESF) and relevant Environmental and Social Standards will be an advantage; and
• Experience in developing GRM systems incorporating provisions for vulnerable groups, confidentiality and sensitive grievances, including SEA/SH referral pathways, will be an advantage.

8. Expression of Interest

The Ministry of Local Government and Rural Development now invites eligible individual consultants to indicate their interest in undertaking the assignment.

Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the services. The Expression of Interest should include:

1. A brief Expression of Interest/cover letter indicating the Consultant's interest in undertaking the assignment;
2. An updated Curriculum Vitae (CV), including relevant qualifications, professional experience and contact details of referees;
3. Evidence of relevant previous assignments demonstrating experience in GRM development, SOP development, governance, social safeguards or related areas; and
4. Any other information considered relevant to demonstrating the Consultant's suitability for the assignment.
5. The Individual Consultant may associate with other suitably qualified experts, as necessary, to provide complementary technical expertise required for the assignment. The proposed experts shall have relevant qualifications and experience appropriate to their respective areas of responsibility. The Individual Consultant shall remain the lead consultant and shall be fully responsible and accountable for the overall coordination, quality and timely delivery of all assignment outputs.

Consultants are encouraged to provide sufficient information in their CVs and supporting documentation to demonstrate their specific experience relevant to this assignment.

9. Selection Method

The Individual Consultant will be selected in accordance with the Individual Consultant Selection (ICS) method under the applicable World Bank Procurement Regulations for IPF Borrowers.

The selection will be based on the qualifications and experience of the individual Consultant relevant to the assignment.

10. Conflict of Interest

Consultants shall be required to disclose any actual or potential conflict of interest in relation to the assignment. Consultants will be required to comply with the applicable World Bank provisions relating to conflict of interest.

11. Submission of Expressions of Interest

Expressions of Interest, together with the Consultant's CV and supporting information, should be submitted to:

The Permanent Secretary
Ministry of Local Government and Rural Development
P.O Box
Lusaka, Zambia

Attention: Head Procurement

Email: Jacob.Masatunya@gov.zm, Gretchen.Mushinge@mlgrd.gov.zm

Closing Date: 2nd Septe,ber, 2026
Closing Time: 14:00 hours CAT

The subject line should clearly state:

“Expression of Interest – Individual Consultant to Develop GRM Standard Operating Procedures and Tools for Local Authorities – ZDSP.”

Only shortlisted/selected Consultants will be contacted.

 

 

 

 

 

 

 

 

 

 

 

 

Contact Information: Zambia, Zambia

Phone: 0211250177

Email: Gretchen.Mushinge@mlgrd.gov.zm

Quelle:

https://projects.worldbank.org/en/projects-operations/procurement-detail/OP00463078

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