Deadline: 12-Aug-2024
UN Women is seeking a registered non-governmental organization (or a joint application from several organizations) to support in designing and establishing the foundational framework for a Multi-sectoral Hotline for Violence Against Women (VAW) and a Helpline for Violence Against Children (VAC).
The selected organization(s) will be responsible for developing an operational model, determine and procure devices for the hotline, develop a training plan and materials, and assist MSSI in preparing the TORs for the recruitment of hotline operators and supervisors by November 2024. This work will be foundational to ensure the effective and comprehensive delivery of support services for survivors of VAW and VAC by November 2024.
Funding Information
- The budget range for this proposal should be USD 75,000- 80,000.
Timeframe
- The total duration of the Contract will be 4 months, from the commencement date in August -November 2024.
Required Services/Results
- The intervention is part of T4E Project’s Output 1.3. Increased access to support for survivors of GBV, persons with disabilities, members of the LGBTI community, among other marginalized groups, Activity:1.3.1. Support civil society to conduct outreach and training for survivors to access peer-support and self-care skills, reduce stigma and encourage help-seeking, using mobile technology and other innovative platforms.
- With technical guidance and support of Programme Specialist EVAW and WEE and under the direct supervision of the Programme Analyst (T4E), the Responsible Party will work towards the following results:
- Goal: To strengthen the multi-sectoral response for survivors of violence against women (VAW) and violence against children (VAC) in Timor-Leste by establishing the foundational framework for a centralized, reliable hotline and helpline that ensures comprehensive and effective support services.
- Outcome: Improved accessibility, coordination, and efficiency of multi-sectoral hotline for VAW and helpline for VAC survivors.
- Output 1: Operational Model and Infrastructure
- Activity 1.1: Conduct a needs analysis to inform the operational model and associated costs.
- Identify key stakeholders and target users to understand their needs and challenges.
- Present mapping of the existing resources and gaps in the current system with relevant stakeholders.
- Activity 1.2: Design an operational model for the hotline (VAW) and helpline (VAC).
- Define the workflow, roles, and responsibilities within the model.
- Ensure the operational model is aligned with existing support services and implement data privacy and security measures.
- Design the operational model including human resources with associate costs post-November 2024.
- Present model with relevant stakeholders for validation and endorsement from UN Women and MSSI.
- Activity 1.3: Provide technical assistance for setting up phone lines and call management systems.
- Identify and procure necessary hardware for the hotline and software for the call management system.
- Negotiate service terms and conclude agreements with telecommunication companies in collaboration with UN Women and MSSI.
- Prepare the system for logging calls and the referral cases.
- Activity 1.4: Develop materials for awareness campaign and the launch of the Hotline for VAW Survivors and Helpline for VAC
- Demo and introductory session of the system to MSSI and Development Partners
- Handover of system – hardware and licenses
- Develop materials for Hotline service awareness campaign
- Activity 1.5: Development of recruitment strategy for operators
- Assist MSSI in defining the job description of 6 operators and 1 supervisor.
- Activity 1.1: Conduct a needs analysis to inform the operational model and associated costs.
- Output 2: Development of SOPs and Mechanisms to collect user feedback
- Activity 2.1: Assist in the development of Standard Operating Procedures (SOPs) for the operations, ensuring they align with global best practices.
- Draft SOPs with input from key stakeholders and experts.
- Review and finalize SOPs through iterative feedback.
- Activity 2.2: Design a mechanism for generating client feedback and recommendations for improvements based on evaluation findings and client satisfaction surveys, ensuring the system’s continuous refinement.
- Design a system for generating client feedback reports and recommendations.
- Develop SOPs to compile and analyze data to generate reports.
- Activity 2.1: Assist in the development of Standard Operating Procedures (SOPs) for the operations, ensuring they align with global best practices.
- Output 3: Training Programs and Support Services
- Activity 3.1: Informed by SOPs, develop training plan and materials focused on technical aspects, data privacy, and confidentiality.
- Develop training plan for operators.
- Develop training materials consultation with UN Women and development partners.
- Activity 3.2: Provide backstop support services for technical and operational issues.
- Design a system for generating client feedback reports and recommendations.
- Implement a system for reporting and tracking operational issues.
- Activity 3.1: Informed by SOPs, develop training plan and materials focused on technical aspects, data privacy, and confidentiality.
Competencies
- Technical/functional competencies required
- Documented successful track record (for newly formed organizations, the personnel to be assigned to the UN Women project should have a proven track record of 5 years in the area of capacity building of CSOs);
- Expertise in designing operational models for service delivery, particularly in support hotline.
- Ability to procure and configure necessary hardware and software for efficient operation of the hotline.
- Proficiency in developing tools and methodologies for regular tracking, analysis, and reporting of service quality.
- Has adequate numbers of professional staff with adequate qualifications and experience;
- Has internal programmatic, administrative and financial processes in place to ensure delivery of quality, cost-effective and timely programme results;
- Previous experience with UN Women, other UN agencies or significant non-government donors.
- Governance and management structures:
- Officially registered in Timor-Leste (in a consortium or joint proposal one organization must have this status)
- Has a Board of Directors/managing committee or an appropriate governance structure which are politically impartial, and review key decisions affecting strategy, partnerships, programmes, finance, and procurement.
- Key decisions are subject to review by a committee of the Board.
- Has no conflict of interest between staff in the organization and UN Women.
- Has an anti-fraud and corruption policy and consistently implements the policy with supporting evidence in doing so
- Has in place policies and procedures regarding data privacy and data protection
- Has gender considerations reflected by proportion of women in management and Board of Directors.
- Has the capacity to follow the UN Protocol on Allegations of Sexual Exploitation and Abuse, including reporting requirements to UN Women.
- Financial and administrative structures:
- Has and follows written and transparent financial and administrative rules and regulations
- Has a clear system for procurement and subcontracting with appropriate checks and balances
- Has clear documented procedures and internal controls governing the payment cycle (requisition, approval, disbursement versus cash, vouchers etc.;
- Has segregation of duties in receipt and management of funds. Payments require two or more signatures;
- Is subjected to regular external audits (separate from donor mandated programme specific audits);
- Previous unqualified audits available for the past 3 years.
- Has a sustainable financial position.
- Other competencies, which while not required, can be an asset for the performance of services.
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