Consultancy title: ECHO Project Satisfaction Survey Consultancy

Project Title: Life-saving support in Protection and WASH to highly vulnerable persons in acute displacement in Duhok Governorate, Iraq.

Project Location: Duhok Governorate – Chamishko & Essyan camps and Sharya, Khanki and Derabon towns

Consultancy Start date: September 27, 2022

Consultancy End date: October 18, 2022

Consultancy Duration: 16 days

Reporting To: MEAL Coordinator at CARE International in Iraq.

Project Description

With funding support from the Humanitarian Aid department of the European Commission (ECHO), CARE is implementing an eight-month project, starting from 1^st of May to 31^st of December 2022, with the proposed intervention that CARE Iraq meets essential GBV response and WASH needs of 46,150 Internally Displaced Persons (IDP) women, men, boys, and girls living in camps and informal settlements in Summel and Zakho Districts, Dohuk Governorate. CARE and its partner, The Lotus Flower, support GBV survivors and those at risk with free and confidential case management and referral to psycho-social and legal services and, if needed, receive cash assistance to access these. Following CARE’s Women Lead in Emergencies approach, women-led committees will train as local GBV focal points, and community staff will train on essential mental health and psycho-social support (MHPSS) skills to ensure sustained GBV response support.

The supply of safe drinking water is critical, and CARE rehabilitates boreholes and water networks in camps and informal settlements to increase access. Water filters were provided to extremely vulnerable households in informal settlements with contaminated supplies if needed. Ensuring local skills for essential and ongoing operation and maintenance work along with regular water quality monitoring will ensure longer-term sustainability.

With cash and vouchers, latrines of extremely vulnerable households in informal settlements will be constructed which incorporate gender-sensitive, access and protection concerns. Training of 24 IDPs as plumbers will support the longer-term durability of the water, and sanitation solutions will be provided. Better hygiene and sanitation practices will be promoted through participatory community-led approaches and culturally sensitive and appropriate IEC materials, and 2000 hygiene kits for extremely vulnerable IDP households.

This project will target poor, vulnerable IDP communities in Summel and Zakho, which host the majority of Dohuk’s 155,300 IDPs, including 109,500 in-camp and 45,700 in informal settlements. There are approx. 160 informal IDP settlements and they are often next to host communities. The sites are characterized by tents, abandoned or unfinished buildings, or damaged shelters, and as a result, IDPs living there face higher protection violations such as GBV and difficulties in accessing some essential services, including access to sufficient and quality water.

The overall objective of the project is to improve access to protection and WASH services for vulnerable Internally Displaced Persons (IDPs) living in camps and in Informal Settlements in Dohuk Governorate, Iraq.

Project results are 1) Increased access to GBV response services through strengthened case management and referral services for vulnerable IDPs living in informal settlements. 2) Increased access to safe, quality water and better sanitation and hygiene facilities in IDP camps and informal settlements.

Project Location: Chamishko and Essyan camps and informal settlements in Derabon, Khanki and Sharya in Duhok Governorate, Iraq

Purpose of the satisfaction survey:

The general objective of the satisfaction survey is to measure improvement in access and satisfaction with water, sanitation and hygiene (WASH) and protection services in target communities of the Summel and Zakho districts. It helps measure the impact indicator percentage of individuals in the target locations that have improved access to WASH and protection services. In addition, the survey assesses the satisfaction of beneficiaries who had accessed the services to improve the services provided.

The satisfaction survey provides valuable information to assess and improve service delivery. There are many factors contributing to WASH services satisfaction in IDP camps, including 1) ease of access to clean water for household purposes, 2) family water tanks storage, 3) quality of drinking water, 4) access to sanitation facilities and latrines, 5) quality of care & maintenance materials, 6) suitability of the bathing facilities, 7) availability of Hand washing facilities, 8) access to health education information materials and/or IEC materials, 9) sufficient awareness raising topics covered in hygiene and sanitation. To assess the satisfaction of beneficiaries in IDP camps in WASH service, the consultant should calculate the satisfaction of beneficiaries considering the abovementioned satisfaction elements.

Furthermore, the satisfaction survey for the protection component should cover five elements 1) case management, 2) protection and GBV awareness raising sessions, 3) referrals mechanism, 4) provision of dignity kits, and 5) emergency cash for protection.

Methodology

The national consultant is expected to articulate a robust and suitable methodology in line with the scope and objectives and should adopt a mixed-methods approach integrating quantitative and qualitative methods. It is expected that the consultant, in consultation with the CARE MEAL Coordinator, will combine a desk-based review of project data with Household survey in-depth interviews, focus-group discussions, observation and key informant interviews. The methodology will be agreed upon between the evaluator(s) and CARE and synthesized within the survey Framework.

Quantitative data collection tools:

A quantitative questionnaire should be used to interview the targeted beneficiaries of the project. The questionnaires should consist of both open-ended and closed-ended questions, which should provide essential quantitative data related to project indicators and outcomes.

Observation tools:

In order to have a quality survey, quantitative sampling should be complemented with observation tools. Observation tools should be used by the data collection team during the interview. The observations should be made regarding the WASH and protection and gender practices. Observation tools should be developed and used along with the survey.

Key informant interview

Key informant interviews should also be organized with the relevant key stakeholder of the project, such as DoW, camp management, municipalities, protection actors, and other relevant stakeholders; the objective of key informant interviews should be to get the stakeholder perspectives on the project quality, implementation, relevance, sustainability, etc.

Please note that in alignment with CARE’s ethical guidelines and survivor-centered approach, the survey should not require participants to disclose information about experiences of sexual and gender-based violence. However, as interviews may lead to disclosures on SGBV, Assessment Team Lead must develop a list of services for signposting survivors prior to commencing the survey, as well as organizational reporting mechanisms and safeguarding team contacts. In addition, to ensure that participants feel comfortable, women and men respondents must be matched with interviewers and enumerators of the same sex.

Sample Size

The consultant will be responsible for defining the sample size and methodology for sampling in discussion with the CARE Iraq team. It is recommended that the applicant propose a sampling strategy. The sampling strategy should include the sampling method and the sample size calculation values.

Priority will be given to individuals that were interviewed during the Baseline survey; in case of absence or refusal of encountered HH, the household will be replaced with alternative beneficiaries within the same location.

In order to ensure that the HH survey is representative of all project participants, the sample should include men, women, and children aged 12-17. The Data Collection team should ensure that all survey respondents respond to these questions without being influenced by any other member of the HH.

All primary data collected during the study must facilitate disaggregation by gender, age, location or remoteness, and vulnerability status. CARE will review and, where possible, provide more guidance on tools and classification schemes for this minimum dataset.

A range of project documentation will be made available to the study team that provides information about the design and changes made in the course of the implementation, implementation and operation of the project.

The study team is required to adhere to CARE’s Child Safeguarding; Protection from Sexual Exploitation and Abuse; Anti-Harassment, Intimidation and Bullying; and Data Protection and Privacy policies throughout all the satisfaction survey activities.

Timing of consultancy

Since the project location is in the Duhok governorate, therefore, it will be easier for access for the consultant to conduct his/her tasks on time. Based on the experience of CARE, the total duration of the satisfaction survey will be (15) working days for inception, data collection, data analysis and reporting phases.

The consultancy is planned to start on September 21, 2022 with the following indicated total and breakdown of days: however, CARE is expecting the consultant to submit the timeframe and detailed planning of the satisfaction survey.

Roles & Responsibilities

Responsibility of CARE:

• CARE will ensure effective administrative support for the satisfaction survey and provide inputs into the satisfaction process, as determined by the agreed methodology.
• CARE will make available preparatory documentation on the project.
• CARE will assist in recruiting data collection enumerators, as appropriate.
• Share information on CARE’s gender-sensitive and survivor-centered approaches, e.g. Gender and Protection Audit, disclosure and sign-posting, risk of traumatization, and risk of SGBV.
• Facilitate coordination support, including linkages with the potential partner, organizing meeting appointments with selected interview respondents
• Review draft data collection tools and provide feedback.
• Provide tablets for data collection for all project locations.
• Set a schedule and organize regular calls with the consultant during the assignment.
• Support data validation and authentication process as appropriate.
• Provide consolidated feedback on the draft of the satisfaction survey report.
• Approve and disseminate the report
• Administer the contract and issue payments based on the agreed schedule.

The Consultant will be responsible to:

• Conduct desk review (Project document, Implementation work plan, interim project reports, reports on project activities, relevant national policy documents from the cluster, baseline, previous project endline, etc.)
• Prepare inception report and tools (Questionnaires for the survey, the guideline for the survey, observations tools, KII tools, and guidelines, etc., building upon tools from the baseline review)
• Designing the satisfaction survey methodology.
• Ensure Gender mainstreaming into the whole assessment.
• Implement the agreed methodology in consultation with all relevant stakeholders, ensuring the integration of gender-sensitive and survivor-centered approaches.
• Communicate with CARE’s focal point for updates and clarifications as necessary while highlighting challenges that CARE may be able to assist in resolving.
• Provide technical guidance and training on the data collection processes to the data collection team through the CARE Health and Gender & Protection Manager as appropriate
• Supervise data collection and enumerators on the project site.
• Conduct interviews with CARE and other stated stockholders.
• Analyze data sets (Data review, cleaning, and analysis – choose appropriate software for data analysis).
• Write the satisfaction survey report – draft and revise based on feedback from CARE.
• Submit the final report incorporating all feedback received in soft cop

Deliverables

The consultant should provide a debriefing before submitting the final report in line with the above-stated objectives and detailed scope. The output of the mission will be the satisfaction survey Report in English, using Microsoft Word (A4 paper, font size 11 and font “Fira sans condensed”) with findings including lessons learned and best practices sections and consolidated qualitative and quantitative information that support the implementation of the project.  

The structure and content of the report should meet the requirements of the CARE Monitoring and Evaluation Policy. The intended users of the report are the CARE team, the donor agency, and other key stakeholders involved in project implementation. The consultant should provide a draft of the satisfaction survey report in English to CARE Iraq with the following structure and a maximum page limit of 20 pages: 

• Executive Summary that summarizes understanding of the TOR (introduction, study background and rationale, methodology, key findings, and program implications).
• Section One: (to include: Study Background and Rationale, Description of program interventions, methodology, assessment limitations),
• Section Two: satisfaction (findings for components provided under the scope of the satisfaction survey)
• Section Three: (Specific conclusions and actionable recommendations for Project strategies and activities to enhance project impact).
• Annexes (questionnaire and qualitative tools, including sampling frames, etc.
• Final recommendations for project interventions with the above structure and content meet the CARE Monitoring and Evaluation guideline requirements.
• Raw data set for quantitative and qualitative data collected

The presentation of data in the findings section should be in the form of tables and graphs for easy use. To use any images, the consultant must ensure that appropriate consent has been obtained and observe appropriate ethical requirements for such studies. The survey protocol and data collection tools should include and are not limited to proxy data, statistics on regional/state level, HH questionnaire, FGD checklists, KII and women and adolescent girls’ panels, and observations that will be shared with the CARE technical team for review before adoption.

Child Safeguarding:

CARE International in Iraq is committed to protecting the rights of children. We reserve the right to conduct police/ reference checks and other screening procedures to ensure a child-safe environment.

Preventing Sexual Harassment, Exploitation, and Abuse: CARE International in Iraq staff are committed to each other and to the protection of the people we serve.  We do not tolerate sexual misconduct within our organization or external to our organization. Protection from sexual harassment, exploitation, and abuse is fundamental to CARE International Iraq’s relationships, including employment. Our recruitment practices are designed to ensure we recruit people who are committed to our work and the people we serve.  We will use the recruitment and reference process to ensure all potential staff understand and are aligned with these expectations. To find out more, please contact the Human Resources Officer or read the CI PSEA and CP Policy (Click here).

Gender equality: CARE International in Iraq is committed to meeting the standards of the CARE International Gender Policy (2009). Through this policy, CARE seeks to promote the equal realization of dignity and human rights for girls, women, boys and men in all diversities, and the elimination of poverty and injustice. Specifically, this policy it seeks to improve the explicit incorporation of Gender in programmatic and organizational practices.

• Advanced degree in relevant field MEAL (statistics, social science)
• Extensive experience in undertaking studies and assignments, preferably related to WASH and protection research.
• Previous experience in reviewing gender mainstreaming in project stages (Identification, Design, Implementation, Evaluation / Monitoring).
• Proven experience in undertaking KAP surveys/satisfaction surveys/project evaluation
• Solid knowledge and experience in assessing the evidence of benefits for women and changes in gender relations
• Knowledge of the relevant thematic area in the humanitarian context is required
• English essential; Arabic skills would be helpful

If you are interested in this role, the applicant must submit the following documentation in the English language (including):

• Lead consultant CV
• Cover letter: the lead consultant is expected to highlight relevant experience in undertaking similar assignments in a cover letter
• A Technical and Financial proposal detailing how the consultant meets the requirements above; including, cost quotation, description of sampling design/strategy, potential risks, research policy and ethical standards the consultant is dedicated to following and a detailed timeline (using the broad timelines provided in the TOR), understands and interprets the purpose and objectives of the satisfaction survey; proposed approach and methodology; the consultant’s unique added-value or comparative advantage; and a summary of past assignments of relevance.

Applicants meeting the above criteria are invited to submit their application to the CARE procurement team (offers@care.de) no later than September 24, 2022. with the Subject: “Application for Satisfaction Survey Consultancy” in the subject of your email.

Note that the cost quotation should include the consultant’s daily rate as well as any materials and travel costs required for the consultant to complete the analysis outlined above.