Job Vacancies United Nations Office for the Coordination of Humanitarian Affairs (OCHA), December 2011

Job Vacancies United Nations Office for the Coordination of Humanitarian Affairs (OCHA)
Position: Consultant: Developing a Client Satisfaction Survey for OCHA
Location: United States of America ( The ), New York
Closing Date: Thursday, 08 December 2011

The United Nations does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training or any other fees). Also, the United Nations does not concern itself with information on bank accounts.
Terms of Reference (TOR) Consultant Developing a Client Satisfaction Survey for OCHA

  * Background
1.1 The Office for the Coordination of Humanitarian Affairs (OCHA) of the United Nations Secretariat mobilizes and coordinates effective and principled humanitarian action in partnership with national and international actors, to alleviate human suffering in disasters and emergencies, to advocate the rights of people in need, to promote preparedness and prevention, and to facilitate sustainable solutions. OCHA carries out complex operations and delivers critical coordination services around the world in humanitarian contexts. In 2011, OCHA had operations in 47 countries, with 22 country offices, five regional offices, three sub-regional offices, three liaison offices and 14 humanitarian support units. Its headquarters is located in both New York and Geneva.
1.2 OCHA staff do not deliver humanitarian assistance directly to affected communities. Rather, they provide a range of coordination, information, and resource mobilization services to other humanitarian actors to ensure that affected populations receive needed humanitarian support (for more information about OCHA, please see our website at www.unocha.org). These humanitarian actors are OCHA’s primary clients. Their perception of OCHA is a key factor in the Office’s global reputation, and its ability to coordinate effectively and advocate on behalf of people affected by crises.
1.3 OCHA’s work is guided by its mandate, and is planned according to a four-year Strategic Framework. The current SF covers the period 2010-2013. As OCHA strengthens its approach to results based management, it has introduced tools to help monitor and report on OCHA performance. In 2010, OCHA established cross-organization Management Task Teams for each of its Strategic Objectives to strengthen corporate level results-setting, monitoring and reporting. In 2011, OCHA developed standardized performance measurement tools for Country and Regional Offices. With these tools, the Office has begun tackling the challenge of assessing progress towards its stated objectives, many of which demand qualitative change in OCHA performance and cannot easily be measured.
1.4 OCHA has recognized that clients’ perception of its performance is a key element in assessing the extent to which OCHA is sufficiently addressing qualitative performance issues. OCHA has therefore decided to introduce an annual client satisfaction survey to its set of tools for evaluating OCHA performance.

* Purpose
2.1 The purpose of this one year consultancy (with possibility of extension) is to enable OCHA to design and administer an Annual Survey of Clients and to provide independent reporting and analysis of survey results. The Annual Survey of Clients (ASC – pronounced “ask”) will aim to register OCHA’s added value and its capacity to orchestrate an appropriate and targeted response, as viewed by OCHA’s primary clients. The intent is that the ASK will be administered annually to a set of clients at the headquarters, regional and country office level. The consultancy will prepare a report on the survey findings that will facilitate the identification of organizational challenges to achieving field effectiveness, as well as the identification of areas where OCHA has demonstrated performance improvement.
2.2 The consultancy will take place over one year, with a possibility for extension, during which the consultant will design the ASC questionnaire and methodology and administer it one time to an agreed sample group/s, prepare an independent analysis of the findings, and propose adjustments to the ASC based on lessons learned.
* Responsibilities/Work Assignment
The selected consultant will:
3.1 Design the ASC
* Work with an OCHA Focus Group to define the parameters of the ASC, taking into consideration the qualitative performance indicators that OCHA is trying to assess in its current strategic framework.
* Conduct a desk review of previous and current efforts to assess client satisfaction of OCHA’s work to identify good practice.
* Identify and categorize the clients to be surveyed.
* Consult with select client focus groups to further refine the parameters of the ASC.
* Determine the sample group to be surveyed at headquarters, field and regional offices.
* Develop a methodology for administering an online survey to the sample group in each field, regional and headquarters location, ensuring anonymity.
* Define the table of contents for the report that will be produced based on the survey findings, and how this analysis will feed into OCHA’s planning process.
* Develop the questionnaire/s (bearing in mind that the questionnaire may be different for headquarters and the field and will most likely be administered in English, French and Arabic.
* Pre-test the questionnaire/s and modify sample and/or methodology accordingly based on feedback from the sample group and the Focus Group.
* The results and the process will be confidential, unless otherwise agreed by OCHA.

Administer the ASC
* Administer the ASC to the sample groups identified for headquarters, regional and country offices.
* Provide assessment of response rate and suggestions for improvement.
* Make adjustments accordingly to facilitate improved survey administration and response rate.

Assess ASC results and prepare analytical report
* Prepare an independent analysis and report of the survey findings, disaggregated by headquarters, regional office and country office and other variables that are to be defined in the design phase.
* Present analysis to the Focus Group and to OCHA senior management.
* With Focus Group, assess the utility of the report and make adjustments accordingly for the next reporting period.

  o Deliverables
4.1 The consultant will work with OCHA’s Strategic Planning Unit and an OCHA Focus Group to facilitate or develop the following:
* consultations with staff and management via interviews and internal and external focus groups regarding the key elements of an OCHA client satisfaction survey;
* reports on the findings of interviews and focus groups discussions;
* definition of the sample group, including potential distinctions between the sample groups at the headquarters, regional and country office levels;
* methodology for administering the survey;
* questionnaire/s for each sample group/s;
* a report on the lessons learned from the pre-test of the questionnaire/s;
* administration of the client satisfaction survey in March-April 2012;
* after the administration of the survey, an independent analysis of the response rates, and findings, disaggregated according to the variables to be defined in the design phase;
* after the administration of the survey, a lessons learned report on improving the sample, methodology, or administration,
* a final report stating in detail the survey methodology, the analysis tools utilized and the comparability of data between offices and over time.

o Reporting Relationship
5.1 The consultant(s) should work under the guidance of the focal person(s) in the Strategic Planning Unit.
o Timeframe and Location

6.1 The duration is approximately 6-8 months within a one year period, the exact timeframe for which will be based on the proposals from the chosen consultant. Project will be located within the Strategic Planning Unit in New York, NY.
6.2 Detailed timetables with breakdown of activities should be produced later following discussion with the selected consultant(s).

o Desired Qualifications and Background of Consultants
7.1 Some 10 to 15 years experience in survey design, administration and analysis, preferably with UN or public sector experience.
7.2 Proven track record of working with organizations to develop client satisfaction surveys, preferably with UN or public sector organizations.
7.3 Previous field experience would be an asset.

o Parameters by which the tender will be evaluated
The following criteria will be used for the selection of the consultant(s):
* Consultant’s fit with specifications and desired qualifications and background
* Clarity in meeting the terms of reference
* Timeframe
* Financial proposal.

o Documents to be submitted:
* Letter of interest
* Curriculum Vitae
* Technical and financial proposals
* Timeframe for the implementation of the ToR
* Letter of credentials
* Copies of previous work in similar fields.

How to apply:
Contact details:
Please send your proposal by email to Mr. Shane Doherty (dohertys@un.org).
Deadline for proposals: The deadline for submission of proposals is 8 December 2011.




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