Implementation of complaints and feedback management for a vulnerable child protection project, Tunisia

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Full description of the terms of reference in the PDF at download on our site

WHO ARE WE ?

Médecins du Monde is an international medical development NGO that is part of an international network. We provide medical assistance to vulnerable groups, in Belgium and around the world. We want universal health coverage where everyone has access to care, without obstacles.

In Belgium and around the world, our projects are aimed at all people who do not have or no longer have access to health care. In particular, they are structured around five axes: people on the margins of society, children in vulnerable situations, women, migrants or displaced persons and victims of crises or conflicts.

To carry out our mission, we rely on three pillars:

• Cure : provide real access to care for populations.
• Changer: more than helping, we want to change things in the long term.
• Bear witness : we do not remain silent. Thanks to our experience and our presence on the ground, we challenge the powers (local, regional and (inter)national) with facts, figures and realities.

Our projects follow a series of values ​​common to our entire organization: Social Justice, Empowerment, Independence, Commitment, Balance.

CONTEXT

Present in Tunisia since 2012, Médecins du Monde supports access to health for the most vulnerable people. Depending on their needs, those entitled are referred to health and social services in Tunisian institutions and civil society. Médecins du Monde also provides technical support to public institutions and its partners in Tunisian civil society. Finally, we are setting up an advocacy component, intended to bring about profound social and political changes for access to health for all.

These terms of reference are part of the project “Ensuring the protection of vulnerable children in Tunisia” implemented by MdM with the support of UNICEF, for a period of 12 months (April 2024 to March 2025).

The target project 500 vulnerable children and young people (0-24 years)accompanied or not, as well as their parents and guardians, in the project intervention areas, counted as follows:

• 200 children and young people benefiting from access to health services (including Mental Health and Psychosocial Support SMSPS).
• 300 children and young people benefiting from awareness sessions on the mechanisms for reporting cases of abuse and exploitation.

To do this, MdM welcomes vulnerable people, including children and young people, within its reception and guidance systems.

Furthermore, the project proposes to support 80 professionals public structures which will benefit from different capacity building cycles in themes related to child protection (and in particular in mental health and psychosocial support, and in the fight against gender-based violence).

Finally, the project aims to raise awareness among more 11,000 people through a communication campaign on the prevention and protection of children and the fight against abuse.

As part of this project, it is planned:

• The establishment of a feedback mechanism (including alert and complaint procedures, adapted to children and young people in vulnerable situations and enabling the active involvement of children, families and communities in the design, implementation and evaluation
• Co-development and deployment in coordination with operational partners of an awareness-raising and training cycle on mechanisms for reporting cases of abuse and exploitation of children

The consultancy mission will have to respond to the challenges linked to these two activities.

DESCRIPTION OF THE CONSULTATION

The main objective of this mission is to establish a Complaints management system for the project “Protection of vulnerable children and young people in TunisiaThis involves the development of tools for collecting, storing and analyzing complaints and feedback adapted to the needs of vulnerable children and young people benefiting from the services of the project led by MdM and its operational partners in Tunis, Sousse, Sfax, Zarzis / Médenine

The mechanism developed must meet the following criteria:

• Accessibility: The tools must be easily accessible to all children and young people (0-24 years) in care, including children with disabilities or who have difficulty communicating, as well as their families, guardians and any other potential whistleblowers.
• Confidentiality : Children’s identities and sensitive information must be protected.
• Efficiency : The tools must enable the collection of accurate and complete information on children’s complaints.
• Adaptability: Tools should be tailored to the specific needs of children in care, taking into account their age, gender, culture and circumstances.

DELIVERABLES

As part of this consultancy, four deliverables are expected:

• Start-up report
• SOP Complaints management mechanism of the project “Protection of vulnerable children and young people in Tunisia” integrating collection, analysis, storage tools, database model, mechanism monitoring report model, roles and responsibilities…
• Training modules for the use of this complaint management mechanism intended for employees of MdM and its partners
• Awareness-raising materials for children and young people and reception facilities
• End of mission report

EXPECTED PROFILE

• Master’s level training in social sciences, project management, monitoring/evaluation/accountability, international development, or a related field.
• Expertise on issues of children’s rights / child protection, personal data protection, accountability / complaints management.
• Demonstrable experience of implementing complaints management mechanisms
• Experience in implementing tools and in training adapted to populations in situations of great vulnerability and in particular a minor public, of diverse origin and culture.
• Experience in developing and implementing training modules
• Previous experience with an organization working in child protection would be a plus.
• Experience in Tunisia

How to apply

INTEREST(S)?

The application file must include a technical offer and a financial offer in euros:

• The technical offer must include a summary of the understanding of the ToR, the proposed methodology, the mission schedule and the up-to-date CV.
• The financial offer for the service. Please note that travel, accommodation and other expenses related to the completion of this mission will not be covered by Médecins du Monde.

The file must be sent before 08/21/2024 at 11:59 p.m. to the following address: recrut.mdm.tunisie@gmail.com by specifying in the subject of the email “PGV- Consultancy complaint management mechanism”

Médecins du Monde is committed to people with disabilities and fights against all forms of discrimination. We do not ask for any financial contribution during our recruitment.

We inform you that your data is computerized and will be treated confidentially. As part of this application, your data is kept for a period of 6 months. Only persons authorized by our General Privacy Charter will be able to access your data for strictly internal purposes.

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