Somalia: Consultancy for conducting a Client Exit Interview for IRC supported health facilities in Benadir Somalia.

Terms of Reference for Consultancy for conducting a Client Exit Interview in Benadir Region – IRC supported health facilities.

1.Background/IRC Summary

The International Rescue Committee responds to the world's worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers help to people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. At work today in over 40 countries and in 22 U.S. cities, the IRC serves people forced to flee from war, conflict, and disaster; the host communities which support them, as well as those who remain within their homes and communities.

These Terms of Reference (ToR) relate to a consultancy in which IRC- Somalia wishes to conduct a client exit interview that will assess the quality of health care delivery from the patients’/clients’ perspective to understand the gap between the expected and the perceived improvement in quality of services being delivered. In addition it will help in gauging patient satisfaction with the services provided in all IRC supported facilities; identify the strengths and weaknesses in the IRC health and nutrition delivery system and help in strengthening the communication and relations between client and IRC service providers. This will be conducted for the clients leaving the health facilities after accessing services at different service delivery points. The outcomes of the previous exit interviews will act as a benchmark against which current outputs will be measured. The survey will be conducted in Karaan, Arif, K8, K12 and K13 health facilities, located within five districts in Benadir region.

2.Main Objectives

The main objective of the client exit interview survey is to identify whether IRC services are meeting the needs of clients seeking health and nutrition services at the supported health facilities, in an effort to identify areas that require improvement to ensure clients’ satisfaction.

1. Specific objectives:

2. Assess the operational context and local communication preferences to plan future client engagement processes

3. Establish clients’ knowledge and perspectives about the IRC services provided and how best clients would like to communicate with IRC

4. Compile and present those perspectives in an actionable format to facilitate program design and also to enable tangible feedback to be provided to beneficiaries.

5. Interpret client perspectives alongside other sources of information and use those interpretations to generate options and to make recommendations for change based on findings

6. Recommend how client feedback and responsiveness can be periodically done by IRC staff.

7. Based on the previous assessment report for the specific facilities where the assessment was done, assess the level of improvement.

8. The Client Exit- Interview Consultant will be responsible for the following:

9. Develop an Exit interview survey protocol that clearly defines the survey methodology including the study design, settings, population, period and the sample size and the sampling procedure and the clients to participate,

10. Conduct a debrief meeting with the IRC Nairobi and field staff and the MoH staff

11. Indicate how data will be collected including the language to be used. Develop data collections tools in English to be translated in Somali and pre-tested before the actual data collection. Train the enumerators on data collection

12. Indicate how data will be managed including entry and analysis with specifications on the different soft wares to be used.

13. Indicate how the satisfaction score will be calculated

14. Indicate how the findings will be disseminated to IRC filed staff, Nairobi staff and the Ministry of health staff.

15. Develop a draft exit interview survey report and submit to IRC for feedback

16. Compile a final report, incorporating feedbacks from including the Ministry of Health (MoH) and IRC staff

5.Timeline for proposed work

The assignment is expected to be conducted for 15 days in the month of August, 2017, Specific dates will be discussed with the consultant.

The consultant(s) should allocate their time approximately as follows:

Time: Activity

1day: Desk Review – to review previous client exit interview conducted and any other relevant and materials needed (Nairobi level)

2 days: Share a Detailed Survey Protocol including data collection tools

1 day: Visit Mogadishu in Somalia for a joint planning with senior health manager, and Health Manager and project team

2 days: Training of enumerators on data collection including pre-testing of the tools

3 days: Data collection

3 days: Data entry, coding and analysis and presenting the 1^st draft report

1 day: Conduct a debrief meeting with field staff, MOH and other stakeholders

1 day: Travel to Nairobi

1 day: Submit the 1^st draft report

1 day: Presentation /Report submission in Nairobi – office

6.The following are the key deliverables expected of this consultancy and within the specified period:

The consultants will lead and ensure field work is done correctly and completed as per the agreed timeline. The expected time line may be revised based on consultant/IRC discussions.

• A detailed Survey Protocol
• Draft Survey Report of client exit interviews.
• Final Survey Report of client exit interviews

• Power point presentation for debrief meeting (at Mogadishu and Nairobi level).

• Minimum criteria for submission of the proposal BID

The consultant/firm is expected to demonstrate that it has a track record of not less than four (4) years of experience executing similar surveys in a developing country set-up with diverse geographic and ethnic/clan compositions. The consultant/firm should also list the scale of similar projects worked on in the past.

The consultant/firm is expected to display:

• High sensitivity to conflict-affected settings and diversity issues;
• Good interpersonal, administrative and management skills;
• High level of experience in research methods, data collection, analysis and report writing.

All Bidders are required to meet the following minimum requirements in order to qualify for submission of their proposal:

• Previous experience in similar surveys: applicants for bid must have experience in conducting exit interview surveys.
• Capability of the survey Team: Team member(s) shall have public health professionals, along with relevant experience
• Attachment of all supportive documents with the technical proposal is required

• Knowledge of the project area and knowledge of the local language (s) will be considered a plus.

• Preparation of Technical Proposal

Your proposal should include the following at minimum:

• A brief introduction of bidding consultant/firm or person attaching relevant CVs
• Your understanding of the Terms of Reference
• Proposed methodology and approach
• Proposed work plan and budget (Should express all proposed costs in American Dollar - USD).
• The financial proposal should list itemized details of costs associated with the survey
• Your availability.

While preparing the Proposal, applying consultant/firms must give attention to the following:

• The proposed survey team members must, at minimum, have qualifications and experience indicated above (section 6)
• The technical proposal shall provide a description of the consultant/firm including an outline of the consultant/firm’s recent experience on similar undertakings
• Provide the profile of each of the survey team members including an outline of the members’ recent experience & duration of involvement on assignments of work of similar nature.

9.Contractual issues

The IRC will provide the following at no cost to the consultant:

• Travel costs (to and from – Nairobi and within Somalia), however no costs associated with preparing the application will be met by IRC
• The consultant / team must comply with the IRC rules and procedures related to security and relations with the media
• The consultant/ team must respect the ethics related to evaluation practice
• Security would be provided and organized by the IRC team.

10.Others

The consultant will work closely with IRC’s Deputy Director for Programs, Health team in Nairobi, and Field health team in Mogadishu.

11.Documents of reference (To be availed by IRC)

• Previous client exit report conducted
• Relevant project documents as deemed necessary.

f you feel you/your organization fit the required profile and are available for the assignment

Please submit a short technical proposal providing detailed budget breakdown, along with brief technical bio data of the core team members and evidence of similar work undertaken recently. Submit via email toircsomaliajobs@rescue.org *clearly indicating the Subject as: Client exit interview consultancy. Applications will be reviewed on a rolling basis.*